Support Forum

Dear box team, since a few days ago, I failed to start box drive with the wrror: Failed to execute script 'bfd_main' due to unhandled exception: DLL load failed while importing win32api: The specified module could not be found. I attach the picture of the error. I am using Windows 10 Enterprise. I tried as other posters suggest to enable .NET Framework 3.5, as well as .NET Framework 4.8. I tried restarting, and reinstalling box drive with no success. Kindly please help! Regards, Dewi

Hi, I have performed a password reset for over 2 weeks now and I am not getting the emails. My IT team have also verified it is not out security issues as other users are getting the password reset email except myself. How can I solve this issue?

I consistently have this same issue with box. Could you please remove this email from your suppression list. She is not receiving the confirmation email needed to make an account: <personal information-redacted>

招待されたBoxファイルに入ろうとして、リンクにアクセスした アカウント設定をしようとしたところ、パスワード設定がうまく出来ず、アカウントを削除した 再度復活させようとしたところ、「要求の処理中にエラーが発生しました。このメールアドレスに関連付けられているアカウントは、オンラインの再有効化に使用できません。お支払いのサポート窓口 (+1 650 329 1210またはbilling@box.com) までお問い合わせください。」と表示される どうすればアカウントを復活させられるか案内してください。 Subject: Unable to Reactivate My Box Account I attempted to access a Box file I was invited to by clicking the provided link. However, when I tried to set up my account, I encountered issues with the password setup and ended up deleting my account. When I tried to restore the account, I received the following error message: "An error occurred while processing your request. The account associated with this email address cannot be reactivated online. Please contact billing support at +1 650 329 1210 or billing@box.com." Could you please guide me on how I can restore my account?

It's been almost a month since my Box application was not approved. Please help me with the approval.  

I would like to know how to fix the following problem. ‘The link to this shared file or shared folder has been deleted or is not available.’

Hi, Hopefully you don't find this the stupidest question in the world. I was thinking of upgrading my current plan to the Business one. The 3 users for the minimum, would they get their own Box account and files stored separately. Or would this mean 3 users using everything in one place. Just looking for a little clarity on that.

Hello, I am a user of Box. While trying to set access permissions for a specific folder, I encountered an issue where the permissions for that folder also affected the parent folder, causing editors to lose their editing and access rights. Is there a way to adjust the access permissions for a subfolder only, without affecting the permissions for the parent folder? For example, Folder A has Amy, Brian, and Colin as editors. Folder A contains subfolders X, Y, and Z. I would like to allow access to Folder X specifically for Amy and Brian only, while still keeping Folder X as part of Folder A. Is it possible to configure permissions as described in this scenario?

Hello,   I try to change my email address. However I always receive the message 403 Forbidden, when I click on the confirmation link I receive to the email address I want to change my login to.

The customer cannot receive our email when we comment on the files. but he can receive the email when we comment using another account. I think it caused of the customer's settings but i would like to make sure the cause and how to solve this problem.

I want to Acount upgrade. But,Request error. How can I resolve this?  

Hello, I am trying to access a folder that the administrator has added me as an editor. But the folder gives me the error message: "This shared file or folder link has been removed or is unavailable to you". Can you assist with this issue?   Thanks

I have enabled two-factor authentication.However, I don't know how to remove the two-factorauthentication anymore.I can't log in using two-factor authentication, can you please remove the two-factor authentication setting? ・Target email address：<personal information-redacted> ・The last date your account was successfully logged in to：unknown ・Primary email address on file for the account：<personal information-redacted>

    I did not intend to sign up to be charged $80 to my credit card for what looked like a free plan charge! Please refund my charge as soon as possible. I will dispute the charge and report this. This is ridiculous.

I had signed up for a free account using my google login. I had a link shared with me to upload a file to a clients folder for a contest entry. When I go to open the link it says to update my passward to a stronger one. When I go to update the password, an error message pops up that my current password entered is incorrect. I then went into my profile under authentication it says "no password created". So I then clicked "create password" and I followed all of the specifications. It said that the new password was good (strong). However, when I click to submit the password, another error message shows "there is a problem updating your password." How can I fix this?

ログインすると、「パスワードの有効期限が切れています。メールアドレスを入力してください。新しいパスワードの作成方法についてお送りします。指示に従ってメールアドレスを入力し、パスワードをリセットしましたが、パスワードリセットのメールが届きません。 どうしたらいいでしょう。

Although Box Sync is in Startup it is not running and will not manually start.  It is version 4.08107.0 I would uninstall and reinstall but I cannot locate an updated version. Thanks Joe P

I've had Box running constantly on my Mac, opening on system startup. I began receiving a message that my login has expired and I had to login again. Every attempt to login has failed. After entering my credentials nothing happens until the login prompt page reopens. Everything still works fine on my other devices. Posible solutions?

Hi, I was running out of storage and was offered an upgrade for about £70, I click yes and the next thing I know is that I’m billed for £433 for a three-seat business account. How do I contact Box to get this changed?!! Thanks

Hi, we are trying to verify our domain. Although the DNS record was added as instructed, the verification fails. Can you please assist ? thanks

Hello,  I deleted all files but still shows space used. Can you help to clear the space?

I want to switch the box account associated with Box Drive. Even after uninstalling Box Drive and reinstalling it, I cannot change the box account.

Looking for solution about my BOX MOBILE on Android. I have all my files made available offline. On the main screen, the left directory (all files) is very slow but works. While the off line directory is working for some sub directory and freezing and/or crashing for some other. So when I look for a file, I may find it in the "all file" directory while in the offline directory it will crash or freeze not showing even the list of files present in the sub directory I try to open. I have 12GB of file made available off line on my cell phone. It's a Z Fold 6. Thanks for help

This is not interesting - I will follow the uninstall and clear out again - but it needs to be fixed - it is only this one computer station - update 2.42.212 - it has been happening for a week now Thank you  This is the error:  "Traceback (most recent call last):  File "box\app\bfd_main.py", line 18, in <module>  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module  File "box\patch\win32timezone_patch.py", line 12, in <module>  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module  File "win32timezone.py", line 244, in <module>ImportError: DLL load failed while importing win32api: The specified module could not be found." (UPDATE AFTER FINDING THE ANSWER) So I came back here to my original Post - During my search on how to find this, I came across a 'sales' BOX AI chat bot - when i happened to type in ' Box Support Sucks' It said "Oh, sorry that support couldn't help, what seems to be the problem?" I typed the error for the pop

Hi, MS PowerPoint online is not opening. I can see that Global issue with PowerPoint online is in RESOLVED state but it is still not opening described here https://status.box.com/incidents/9xtvbwvzssww?_gl=1*1jr5apf*_gcl_au*MjEwNDYyOTQ4NC4xNzMxMjUwNzk2 Evidence what I see since several days on attached picture