Support Forum

I have used Box for a while with the same vendor, and had proper access to files. I never had issue downloading files. However, I now encounter a 403 error when attempting to download anything (even files I was able to download before with no issue) I have contacted my IT department, set the correct permissions, deleted cookies and history, tried different browsers. There has been no success. Please help.

Now that Box Drive has “Mark for Offline” one might naively assume that feature essentially duplicates Box Sync.Not so!The different is *very* subtle, but worth knowing as you are going to lose this.protection when Box Sync goes away.Here it is: Box Sync will sync YOUR files on YOUR device to box.Box Drive will sync your files IN BOX to your device.Box Sync: YOU own the files and control access.Box Drive: BOX owns the files and controls access.The difference is you DEPEND on your Box subscription to access those files in Box Drive.You DO NOT NEED BOX to access those files in Box SYNC.So let’s say your credit card changes, and your Box subscription lapses. YOUR FILES ARE GONE (until you restore your subscription). With Box Sync you do not--they’re on your local drive.Let’s say you decide to end your Box subscription: YOU HAVE TO COPY YOUR FILES OUT BEFORE. With Box Sync you do not--they’re already on your local drive.Let’s say there’s a bug in Box, and altho you’re subscribed, they thin

Hello Box Support,I am seeing recurring Windows Security notifications on a Windows 11 system that appear to correlate with Code Integrity Event ID 3033 involving a Box Drive shell extension DLL.EnvironmentProduct: Box Drive Box Drive version: 2.52.313.0 BoxShellExtShim version: 2.52.313.0 Operating System: Windows 11 Microsoft Defender for Endpoint installed and active Smart App Control: Off Box Drive is actively used and functioning normallySymptomsWindows Security periodically displays notifications indicating that content has been blocked by an administrator. While investigating, I reviewed the Microsoft-Windows-CodeIntegrity/Operational log and found repeated Event ID 3033 entries.Event DetailsEvent ID: 3033 Code Integrity determined that a process \Device\HarddiskVolume3\Program Files\Windows Defender Advanced Threat Protection\MsSense.exe attempted to load \Device\HarddiskVolume3\Program Files\Box\Box\BoxShellExtShim-2.52.313.dll that did not meet the Windows signing level requi

Hi,recently my Windows 10 machine was infected with a trojan virus. I reset the system such that the files were retained, but the OS and other software were reinstalled by way of using the “reformat system” function (Start > Settings > System > Recovery). Based on the performance of my reformatted computer, it seems like the virus is no longer there. However, I’m still remaining vigilant about it. My concern is about uploading potentially infected files to my box account. Is this something that I need to worry about, or does Box have software measures in place that will deal with any potential threats uploaded by customers?And then a second related question is if it’s possible to download a previously infected file that was uploaded? In other words, I’m trying to avoid re-infecting my computer.Thank you.

NTTビジネスのBOXトライアルを使用中ですが、ユーザーが３名の状態なので、Box社と直接したいと思っています。そこで、Boxトライアルの「今すぐ購入」をクリックして「支払い更新を完了する」で必要事項を入力して更新しようとしてもエラーが出て先に進めない状態です。

I set up a Box Account recently (using my gmail login for my company) and have been able to log in online with no problems. But on the desktop app, I get stuck in a login loop.I select login on Box Drive screen, Google Chrome opens I authenticate through Google, and I am taken back to the Box Drive screen with no change.I've tried to:- Uninstall/reinstall Box Drive- Use the Box Reset Tool  Could I get a screen share to see what is going on?

After restoring my computer from a back up, box was not working on my desktop verison. I am trying to download the desktop version on my Mac, I followed these instructions and it is still not working, https://docs.box.com/en/box-drive/getting-started-with-box-drive/uninstalling-box-driveI successfully reinstalled it but when I try to launch the desktop app it says:“Box Drive has failed to update to version 2.52.312.Please try to update again or report this issue to us by sending your logs.”I sent the logs but then doesn’t let me contact anyone. Has anyone experienced something similar? Help please :)

The folder in AppData is out of control.I delete it, but appears in the next day.I have 50gb plan210 gb of logs is crazy

Box Drive crashes on startup and reports "Box Drive cannot use the specified location. Make sure you have write access to the folder." I have already uninstalled and reinstalled the latest version, restarted Windows, and previously submitted the Box logs. I can sign in to app.box.com, but Box Drive will not initialize correctly.

I need to backup all my file from QNAP to BOX using HBS 3 , but there is a limitation of 1TB storage, even if I have an unlimited storage plan. Do you know solve it ?

Hi Box, Hope you are all doing well today. As per box.com all my files are sync. Same on my notebook all files/folders have a green tick. But under setting gear it shows 248 items and 19 (blocked items); total 267 items have an error update. Snapshots attached. Hit "retry all" but no fix. Same problem. The files that fail to update write: “the original files was deleted on box. Suggestion: make a copy of your file and delete the original”. But the problem as per attached snapshot is that I cannot see the names of these (267 error updating) files in order to go and correct and follow the instructions. So how do we get rid of this error? How do we fix this?  Thank you in advance. Best Rgds, MK

Where can I get a 17a-4 letter as a broker dealer?  I can’t find anyone to speak with

Hi everyone,Last night while uploading data ~11.9TB(this month) we received an in-app notification that we've exceeded Box's monthly bandwidth limit, with a link to the "Understanding Box Bandwidth Limits" article. Our plan is listed as having no storage limit, so we were under the impression we could upload any amount of data - this was actually the key factor in our decision to use Box.I have a few questions:What is the actual monthly bandwidth limit for our account? Now that we've exceeded it, how much will our upload/download speed be throttled? Is there a specific reduced speed, or does it vary? When exactly does the limit reset, and does our usage carry over? Is there a way to view our current bandwidth usage against the limit in the admin console?For context, we upload a high volume of files regularly, so understanding these limits is important for planning. Any clarification - or guidance on who to contact to discuss our specific plan - would be much appreciated.

I need to edit a file that is locked. How can I determine who locked it so that I can ask them to unlock it? 

A spreadsheet that was previously accessible to users in both excel and Gsheets now only has the option to open in MS excel. It’s not locked and collaborators all have Google accounts connected to Box. I’m not sure how to get this back to being available in Gsheets and Excel.Thanks in advance for your help!

When I go to a PDF file with a password in a box from the website, the following message appears. Is it possible to change this message only for the PDF file in question? The message “The preview could not be loaded because the document may be protected. Please open or download the file to view it.”   （I hope this is coming across well since it is an automatic translation from Japanese to English.）  

Myself and the main collaborator for our Box account are trying to share box folders with a new employee and it says pending invite in box, however, she is not receiving the invite in her email

Hi Teams,We have a service account for saving files, and the size of each file is less than 100MB.But we found our BOX Storage was wrong. Up to now is 99.2GB.Could you help to run the script for our service account. [removed by moderator] Thanks

I am subscribed to the Business plan, which is advertised as including unlimited storage. However, when I tried to upload a file today, I received the following error and was unable to complete the upload:"Running out of storage space? Your current account can store up to 28.4 TB of data. Upgrade your account to get unlimited storage."This is confusing, since my plan is supposed to provide unlimited storage rather than a 28.4 TB limit. Could you please explain why this limit is being applied to my account.

When I sign-on from an email link,I found<Single sign-on authentication was unsuccessful (reference # IJVWAHJA).> Please kindly help me to solve this problem.   Thanks !

I have tried to terminate my account, but you sent me another invoice after the termination date!

When I am using box tools to launch any office file, it launches a version of office that is not licensed and I cannot login to with my account. I have a fully licensed version of office via my M365 subscription. I have already made sure I only have one version of office installed and the apps are set as default in default apps.

I’ve been stuck in a reset password loop for the last few days and support on my work’s end recommend reaching out directly to Box Support. I tried links - Password loopLog in directly - Password loopCleared cache - Password loop Incognito works on and off - tried it today and its password looped, tried later and it logged in.    

Hello. I can not change my current regular account to developer account. AFAIK to change the account to developer, i need to register again with the same credentials, but this does not work. What’s the problem?

Hi, I need the Box Sync. Can anyone provide the downloading link? Thanks!