Support Forum

I used to be able to play video files in the app without any problem, but lately they wont load. They just sit there showing the blue file logo with the spinning white circle like they're trying to load. Im using my 5G instead of wifi as I dont have internet yet at the new place, so I thought it might be something stopping me from playing a video using mobile switchdata, so I used the wifi at work to make the files available offline. Well they still wont play.  Any ideas?

Hi, I have a question regarding video review.A collaborator shared several videos with me for review. I am not able to download them to my computer, so I need to view them via streaming. I can access and play the videos through Box on the web browser without any issues.However, when I try to open the same videos using the Box app on my MacBook, I receive a message saying that the file cannot be opened and that I do not have permission.Is there a way to enable viewing these videos through the Box app on my MacBook?Thank you.

Hello,I recently ran into this issue:https://support.box.com/hc/en-us/community/posts/ [removed by moderator] -Python-error-and-cannot-install-box-appHowever, even after following the outlined steps, the installer still insisted that there was a newer version of Box already installed on my PC, and the Apps still listed Box 2.51.234 as an app, though I had deleted the folder.Knowing this was a registry issue, and unable to uninstall box any other way since box2.51.234.msi was nowhere to be found on my file system, I scoured Regedit for “2.51.234,” found every Box/Box/ key and subkey, and deleted them. Then I restarted my PC with no issue.I was able to launch the installer which finally started to install and prompted me for my box log. However, I ran into the this issue where Box says it has no permission to use the target folder, collects logs, and then quits.Now the installer refuses to run at all despite my best efforts.I’ve used Box for over a decade an never ran into an issue where

I have a Relay workflow that is being triggered an excessive number of times and assigning an excessive number of tasks to the same people over and over again, when the conditions for the task to be assigned are only being met once and I make sure to invalidate the conditions as part of the flow, so I can guarantee there is not a feedback loop occurring. I initially thought that the issue might be caused because I was evaluating 16 metadata values to trigger the task, so I implemented a “fix” where when the 16 metadata conditions were met, the flow would update a single metadata value. Then a separate flow would listen only for the single metadata value to trigger the task. However, this seems to have exasperated the problem exponentially, not solved it.Based on that, I would imagine that the solution needs to be cutting down on the number of metadata values being watched for in general, but I can’t let this action fire until an indeterminate number of simultaneous tasks are completed

When I tried to create a free account using my company email address, I received an error message saying "Email address is invalid" and was unable to proceed.I have confirmed that the email address is correct, and I have not already created a Box account with this email address.

I can't log in to Box Drive for desktop using Google login.After logging in, I return to the Box Drive app, but the sign-in screen remains.By the way, there is no problem with an account with a normal address and password.Is there a solution?I'm using Windows 10.Thank you in advance.

I have not logged on in a couple of months and all my files are gone.  My account says it has expired yet I never received a note from box warning me of this.  Please help.  Years of work and personal files were on my account. 

Hello i am getting these messages when uploading files. My admin has made me an editor but I cannot seem to upload anything to the file I have been given access to. I work for a consultant could there be restrictions on my IT side?these are the messages i am getting There was an issue uploading the file. Either:The permissions to upload a new version were not sufficient. The new version did not have the same filename as the original.

I am trying to install box tools but our IT policies require a full offline installer (preferably MSI or a complete EXE installer) suitable for enterprise deployment. Do you support this? 

Google says I have 14 days to recover deleted files from the trash. Please help. They were deleted from the trash bin, so now I can’t access them.Thanks

Dear Box Support Team,I am writing to request assistance with accessing my free Box account.I created this account several years ago and used it regularly, but it has been inactive for some time. I recently tried to log back in, but I have forgotten my password.I have attempted to reset it using the "Reset Password" button multiple times, but I am not receiving the password reset email in my inbox (I have also checked my spam/junk folders).Could you please help me regain access to my account?Thank you for your support.Best regards,

Upload error messages won't go away!  How do I make this stop????  I am so beyond frustrated, and it looks like I am not the only one who has this issue! 

I can't see any of my files, and if I try to access a section, I get this error. It's worth mentioning that I had to create another account to open this ticket because when I try to log in to my first account, I get another error and it won't let me log in. I tried other browser, but the result was the same  

Can somebody please help me. I installed Box.com on my newer phone and as I logged in all files from my old phone disappeared. It said that now my old phone doesn’t any more have credentials. how to bring back files from old phone a d show them in new phone. I was using Iphone 5s

Please assist with email verification it say it has expired.

Hello, Where can I find documentation on how to implement (turn on) Box Shield.  At present I do not have the classification, or shield options in the admin dashboard.  I took the course, but the steps are not listed.   Thank you

Hi everyone,I’m facing a technical deadlock and I need some help. I accidentally deleted a folder containing 53GB of data (composed of many small files). It is currently in my Trash.However, my account has a 50GB storage limit. When I try to restore the folder, Box prevents the action, stating that the folder exceeds my account's capacity.Since I cannot "open" the folder within the Trash to restore it piece by piece, I am stuck. I cannot restore it to download and move it elsewhere because I don't have enough "active" space to hold it.Could a moderator or support agent temporarily increase my quota or help me restore this folder so I can retrieve my data?Thank you in advance.  

Hello,     I have a question.I had to opt into a 2 step verification process to get a file from a client...I got it and am done with that.How do I remove the 2 step verification process?  It is a real pain.I much much prefer the normal 1 step password system.Please let me knowThank you 

I am the administrator of a paid BOX plan.I tried to invite a new collaborator, butthe invitation email never arrived.I verified that the email address was correctand checked my spam folder and all other security settings I use,but I couldn’t find any sign that it had been delivered.I suspect there may be a sending restriction on the BOX side; could you please look into this?

We need to create a Box ticket. The option is not available to me.

We have a workflow that stalls out during the document gen when we download the csv for tracking we get:get the following below has anyone else seen this. Is there any way to get a more verbose output other than this terse output? [removed by moderator] 491758-5783ef8b-f5f0-4dde-b412-47e938cc0f9f 1.72E+09 Flow 1 Outcome 1 Document Generation ######## Unknown File Admin Stalled

I'm looking for a way to mirror two folders in Box. Instead of copying every file to another folder, I'd like to "mirror" two folders so that when one is updated with a new file, the other folder is automatically updated with that same file. How would I go about doing this? Thank you!

I am helping a person get set up on BOX, but the confirmation email was never received or in SPAM/JUNK.  I hit "resend confirmation" several times, but still no confirmation email.  I did confirm that the email address is receiving other emails. Not sure what to do next.

I’ve set up a new user and sent and resent the confirmation email multiple times and they have still not received it. I also deleted and recreated the user and then sent and resent the confirmation email multiple times. It’s now been 24 hours. Appreciate any help?

I had an account " [removed by moderator] " which set the 2-factor authentication. But I changed the phone and lot the authentication setting. Now I have no way to know my security code to access to the box.If I want to reset the 2-factor authentication, I have to login BOX first. But without authentication app, I can not get the security code to login the BOX.So how can I solve this issue to login the BOX and reset the 2-factor authentication?