Support Forum

I’ve used Google to sign in, so I’ve never created a password, but I want to do that now. Please help.

Box WIndows failed to start. I was unable to access files from Explorer. Navigating to Box.exe and clicking on it started Box. I receved a message that an update was available. Clicking on this I got the message:Box Drive has failed to update to version 2.51.234.Please try to update again or report this issue to us by sending your logs.Your logs have been sent successfully.Then:If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.Clicking”here” takes me to this support Forum. I can’t see how to raise a ticket. I am an individual user, there is no option under “Account “. I have tried uninstalling Box from Windows Settings Apps, but it shows the App as version 2.49.257 but will not let me uninstall it.. I get the message:“The feature you are trying to use is on a network resource that is unavailable”“Click OK to try again or enter an alternate path to a folder containing the insta

Trying to upload a large file that does not exist on box yet and keep getting error 415 no matter what I change. Can anyone see what I messed up in this call?   POST https://upload.box.com/api/2.0/files/upload_sessions/Authorization: Bearer <key removed>User-Agent: libwww-perl/6.34 Content-Length: 85Content-Type: application/json {"folder_id": "0","file_size": "2898786269","file_name": "test_log.zip"}   Looking at the example this should work. Even if I have something wrong error code 415 Unsupported Media Type makes no sense here....  If I try and upload a new version of a existing file using files/fileID/upload_sessions everything works as expected. Just cannot get uploading new files to work.   

Hellosince my payment card has expired I am trying to submit new card details. The system says there is an error without giving me more information and I can't go any further. Can you tell me what the problem is, because I have a payment due and am unable to settle the invoice you've sent. 

Hello,A few of my folders are stuck in “sync pending” and Box is not updating the Modified Date.Could you please run a script to fix this annoying issue?Thank you

I have tried to follow existing instructions to add a new email and then make that one primary. I NEVER get an option to change the second email to primary. Please help.

Please help me recover a deleted user and shared files 

Hello Box Drive will not open PDFs No error message, just flashes, but does not open

I have requested the unlock my account numerous times and I still have not received an email with instructions.

Since 2 weeks my notification emails on activity in my box account are not arriving in my email. I checked my settings in outlook, but all seems okay there. Also the test email I sent, does not arrive. Looking forward to hearing from you.  

im trying to install or uninstall box but it keep saying that it cannot update, nor uninstall it because file “box.2.51.233.msi” is missing. any idea? 

共有ファイルのリンクを受け取っても、以下のメッセージが表示され共有ファイルが閲覧できない。「この共有ファイルまたは共有フォルダのリンクは削除されているか、使用できません。」 私以外のユーザーはファイルの閲覧が可能となっており、私のみ閲覧できない状態です。  

I use box for quit a long time, on desktop, laptop, iphone and ipad. Since recently I have trouble with opening files on my iPad. I get several error-reports: “ No internet connection”, “No permission to open file”. Every map I try to pen says:” No internet”. Internet is working fine. Box  cannot synchronise or save one specific Map. 

Hi, besides the pre-set expand/collapse function, is it possible to make the left hand navigation panel on my files page wider so the names of my favourites don’t get truncated?  Thanks 

I have to resort the files and folders every time I leave and come back - any way to make the sort order by file name permanently?

​This issue is getting frustrating, it is the third time I experience this in the last 8 months and keep having to reset Box Drive, sign out, delete AppData folder, sign back in, to get some folders to respond when they randomly get this location not found error.I have 15+ years experience with network and systems administration (win, mac, linux), so if a Box support person is going to respond/reply, please don’t ask basic questions about the network, everything on my end is 100% working fine except this Box drive app on this folder (was, until again, I sign out, delete Box AppData folder, and sign back in), the web version navigates to the folder just fine when the File Explorer “cloud operation” shows the time-out..This post is being made so that it is at least documented, there has to be a root cause for this since I am not the only one experiencing it, and it did not just start. Having to sign out and back in and all that in order to get it working normally for an unknown amount of

HiI ran into the below problem...I don’t know what’s going on. This just happened all of a sudden this last month.Is Box Drive still an active product? Or could it be because I’m on Windows 10 Pro and it’s too old for newer versions of Box? Much appreciated.

I have added a number of users to our Box for Netsuite integration via a CSV import. All the users are showing as active but are not able to log in to their Box account with the link in the invitation email. Just looking for advice to try to resolve this.Thank you

I am trying to ensure my work, most often shared as a PDF via a Box link, is fully accessible, especially to employees using screen readers. This includes making certain every image includes Alternate Text. I do this whether the original document is created in Word, PowerPoint, or InDesign. When these are converted to a PDF and viewed in Adobe Reader or Acrobat, hovering over an image displays the Alt text. However, when the PDF is displayed in Box, the Alt text doesn’t pop up. Is there are way to make this happen? Either a document setting or an enterprise configuration? 

So frustrating -cant synch, cant uninstall and reinstall, cant use explore and only have to use web browser (which is fustrating)

Hello, I always get a message for "1 loading error" for a file. If I open the dialog box and click on "try again", the message disappears but keeps coming back! How can I delete this kind of unnecessary message? Thank you in advance for your response.

What happened:On January 22, 2026, most files in the folder became unavailable/disappeared. A small number of files still appear in the folder listing, but users cannot open them. We checked and the files do not appear to be deleted, so we believe this is not a simple “Trash/Deleted Items” issue.Possible causes we’re considering:Billing/invoice overdue: Our Box account may have had an overdue invoice around this time, and we’re concerned account status/entitlement restrictions could be affecting file access. Permissions/ownership: Some previous folder owners may have left the company, and we suspect permission/ACL issues or ownership transfer requirements.Request:How can confirm whether an overdue invoice / account restriction could prevent opening files in a folder (even if files are not deleted)? Can we change the folder owner or transfer ownership to an active admin/user? 

I’m using an app called Voice Record in iPhone 15x pro (latest iOS)..  When I try to export to Box it says “Unable to get account information, Access token has expired”.   I tried logging in/out of the Box app on the phone and get no where.  I’ve tried logging in/out on desktop of box as well.  I’m not for sure what/where to go next...

A customer accepted my link folder to upload. They said they uploaded 20+ items but nothing is there. This has happened a few times before.

A folder has disappeared from our Box instance.  It contains a wide variety of content that cannot be replaced.  I reviewed my Trash and it is not in my folder. Please advise.