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Your go-to space to ask questions, share concerns, and get help with any support-related issues.

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  • 36,349 Replies
10000 Topics
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community-managerKnown Participant
asked in Support Forum
Space not reclaimed when files are deleted

Hello,Please my free space is not reclaimed when files are deleted. I have red in few discussions, that you have to run some script on my account to refrest free space available. Thank you for your help, have a nice day...

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community-managerKnown Participant
asked in Support Forum
Files Won't Upload

Hi, I am having issues uploading files on the web version of box. The first set of files I was uploading went in with no issue. After that I tried to upload files to 3 other folders and they are not transferring in. I have cleared the cache and cookies, logged out and back in and even restarted my entire system. 

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community-managerKnown Participant
asked in Support Forum
BoxDrive Installer

I have downloaded the installer (boxdrive. msi) and am unable to open it. 

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community-managerKnown Participant
asked in Support Forum
Need support to open and edit an online excel document

Hello, we use BOX to share the files with internal and external users. Today, we all 3 parties were not able to open a document which we use daily to log our issues and activities. Can you please look into this? We can download the file, but all 3 parties edit this document at the same time sometime during the day.

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community-managerKnown Participant
asked in Support Forum
Change Primary Admin

Our IT Admin left the company and I need to assign the Admin to our COO and CTO (I am the CEO of the company) Can you please contact me for support by email in the account is fine.

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community-managerKnown Participant
asked in Support Forum
delete a file

Followed delete instructions but cannot delete. No trash icon. I'm sure it's bc I'm not admin, but they're my files. I should have said privileges. Can't even rename them, yet can upload. I don't like when you can upload but can't delete the same, or when the implicit contract (CRUD) is violated and stuff is just hanging there. 

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community-managerKnown Participant
asked in Support Forum
Box Drive requires a Windows restart to finish updating.

I have the same issue where Box.com throws the alert" Box Drive requires a Windows restart to finish updating." Windows is updated, I re-installed the app a few times. I am using Windows 11 Home on Surface Pro 7th Edition. 

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community-managerKnown Participant
asked in Support Forum
Get all users API not working

In the web: https://developer.box.com/reference/get-users/ It is listing all the users there.But when i am using postman or javaScript code it is not coming. I am getting this response { "total_count": 0, "entries": [], "limit": 100, "offset": 0 }curl: curl --location 'https://api.box.com/2.0/users' \--header 'authorization: Bearer horYnqVS6BdU8X**XHERfY0Y6sOpXI6S' \--header 'Cookie: box_visitor_id=66acdc3c8eeef8.59718257; site_preference=desktop' curl for token generation: curl --location 'https://api.box.com/oauth2/token' \--header 'Content-Type: application/x-www-form-urlencoded' \--header 'Cookie: box_visitor_id=66acdc3c8eeef8.59718257; site_preference=desktop' \--data-urlencode 'client_id=68719cw2b8ihq7joot2fthclfueuz964' \--data-urlencode 'client_secret=DvJdjt********************SViKPe' \--data-urlencode 'box_subject_type=enterprise' \--data-urlencode 'grant_type=client_credentials' \--data-urlencode 'box_subject_id=1216648223'

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community-managerKnown Participant
asked in Support Forum
Can't upload

I can't upload any file every now and then. I'm trying simple .xlsx spreadsheet with no special characters in the name. Most of the times I can't upload (a few days a month it works for me). I don't have VPN on, I cleaned cookies, changed browser, nothing helped. I see the 0% progress for a few minutes followed by: "Something went wrong with the upload. Please try again"

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community-managerKnown Participant
asked in Support Forum
Box will not install Windows 11 PC

I too have a 64-bit operating system, ARM-based processor and I am unable to Download Box drive to my Windows 11 pc.  Does Box  Support intend to create enhancements to correct this issue because we pay alot of money for this application. IO used Box Drive often on my old pc and it is more convenient than the Web based version please advise if this going to be addressed. 

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community-managerKnown Participant
asked in Support Forum
Email already used in a Box account but not associated with an enterprise

HI I would like to open a case for one user from our end

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community-managerKnown Participant
asked in Support Forum
text boxes are shifting when viewing PDF

I color code my PDFs with text boxes. However, when I upload the PDF to Box and view it, they text boxes I have are shifting slightly up and to the left. See pictures below. However, when I redownload the PDF through Box, the text boxes are in the right place. It's only when viewing the PDF through Box. SHIFTED   NOT SHIFTED

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community-managerKnown Participant
asked in Support Forum
Unable to share my link

After clicking on (share link)copied link turns green then disappears after a few seconds. Anyone have this issue or solution to this issue. Thank you.

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community-managerKnown Participant
asked in Support Forum
hiding preview names

I do NOT wish when I share a file, that a previous previewer`s name is on it-how can  remove it ,please?

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community-managerKnown Participant
asked in Support Forum
Box Sync not working

Items uploaded on the cloud are not syncing with box drive

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community-managerKnown Participant
asked in Support Forum
How do I open a support case?

On my Mac (14.6.1) Box stopped responding. I removed app and reinstalled two times. When I launch, it says I have installed and old version over a new version and that I should send logs and open support case. I sent logs. How do I open a support case?

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community-managerKnown Participant
asked in Support Forum
Need 2FA removed for new user

Trying to add a user to our organization.  Received a message that he already has an account.  Followed the process of clicking save twice, and sure enough - he received the invitation to join this enterprise.  However when trying to login he's being prompted with an Authenticator code.  He has no idea what authenticator was used as it was years ago.  How can we reset this? We're only a couple days into our trial period, need this resolved before we pay for the year.

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community-managerKnown Participant
asked in Support Forum
company name changed unexpectedly

When I logged into my company on Box, I noticed that the company name unexpectedly changed from my company to the name of one of my clients. This is the name in the box on the upper right corner of the home screen. I didn't make this change. How do I change it back to my company? The company name is greyed out when I click on the account settings.

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community-managerKnown Participant
asked in Support Forum
File.download_to hangs

We have quite a large folder ( in terabytes with a lot of files about 20GB each) that I need to download to my local external hard drive. Trying to use Box native application does not work as it tries to get the files into a cache first ( which is limited and difficult to change ) and I get disk full error even before the first file is downloaded to the final location. To overcome the issue I wrote some simple python script that uses Box API to get IDs of all files I need then calls File.download_to in a loop. That works for the first few files then I get: Request "GET https://api.box.com/2.0/files/<id>/content" failed with ConnectionError exception: ConnectionError(ProtocolError('Connection aborted.', TimeoutError(60, 'Operation timed out'))) File.download_to call never returns after that, even after waiting more than 24 hours. I understand the connection can be aborted but it should error out instead of hanging. Any way to fix this ?     

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community-managerKnown Participant
asked in Support Forum
Box Relay folder copy (with conditions)

Hi, Our goal is to automatically copy certain folders upon their creation based on their names and paste them into different locations. Additionally, any files added to these original folders should also be copied to the corresponding destination folder. Example: When a folder is created at /NetSuite/CTGID/SFI: 21082024, we want to check if the folder name contains "SFI". If it does, a copy should be made to /NetSuite/SFI/SFI: 21082024, but only if this condition is met. Afterward, any file added to the original folder /NetSuite/CTGID/SFI: 21082024 should automatically be copied to /NetSuite/SFI/SFI: 21082024.   Is there any way of doing this with Box ?

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community-managerKnown Participant
asked in Support Forum
Folder accidentally moved into another folder

the folder was accidentally moved into another main folder.  The person using the folder can see it on their Windows explorer as a separate folder because she moved it.  However, it is not moved on the Box website or for me or the two other owners on the account.  it still shows under the other folder.  do i move it? (I am the administrator) or will that duplicate it?   would love to chat with someone

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community-managerKnown Participant
asked in Support Forum
All files and folders are gone

Today I noticed that all files are gone. Occasionally I use Box, today I don't know since when everything disappeared.Please help me recover my files.

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community-managerKnown Participant
asked in Support Forum
Missing Files and Folders

One of our users has lost access to his files and folder and need to have access restores ASAP. Please assist.

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community-managerKnown Participant
asked in Support Forum
JWT認証でアクセストークンを取得し、BOX APIを呼び出そうとしているのですが、エラーが発生してしまうため、こちらの解決方法について教えていただきたいです。

================================日本語================================ こちらの投稿をご覧いただきありがとうございます。 本質問内容について簡単に申し上げますと、JWT認証でアクセストークンを取得した後に認証方法がJWTのボックスアプリケーション経由でBOX APIを呼び出そうとしているのですが、 Status Code BadRequest: {"error":"unauthorized_client","error_description":"The \"box_subject_type\" value is unauthorized for this client_id"} というエラーが発生してしまうため、こちらの解決方法について教えていただきたいです。   質問の背景としまして、現在、OutSystemsというノーコードツールを使用してWebアプリケーションを開発しております。 その中で、アプリケーションからBOX APIを呼び出し、アプリケーションとBOX間でファイルのやり取りができるようにしたいと考えております。 アクセストークンの取得までは正常に行えるのですが、肝心のAPIの実行が上記のエラーが発生してしまい、正常に行うことができません。 以下、詳細を共有致します。 ■BOXアプリケーション●アプリタイプカスタムアプリケーション ●認証方法サーバー認証(JWT使用) ●アプリアクセスレベルアプリアクセスのみ ●アプリケーションスコープ：コンテンツ操作BOXに格納されている全てのファイルとフォルダへの書き込み ●ユーザーアクセストークンを生成する有効化 ■OutSystemsアプリケーションの設定や詳細●クライアントID、クライアントシークレット、アクセストークン取得URL全て設定済 ●Client authentificationSend client credentials in body ●アクセストークン取得タイミングAPI呼び出し前に取得   以上となります。 上記の内容に関しましてご不明な点、不足している情報などございましたら、ご遠慮なくご指摘下さい。 ご教示いただけますと幸いです。 何卒よろしくお願いいたします。 ===============================

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community-managerKnown Participant
asked in Support Forum
Charged after cancellation

I canceled my account before the yearly period ended (on 8/6/24), however, I was just charged for a new year on 8/9/24. Please let me know how to go about getting a refund. I can not locate a "contact us" feature on your website.

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