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Support Forum

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

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ElizabethGNew Participant
asked in Support Forum
Subscription service needed?

I am trying to share a folder with colleagues who are NOT Box users so they can upload their videos. They cannot upload anything. What is the cheapest subscription I need to get that will allow them to upload (NOT just view)?  

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community-managerKnown Participant
asked in Support Forum
'Make Available Online Only' not clearing disk space

When I right click a folder and select 'Make Available Online Only', nothing happens. In the folder Properties, it still shows Size: and Size on disk: as the same number. Is there another way to make files online only and get them off my local disk drive?

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SashaDNew Participant
asked in Support Forum
PDF Previews not loading for some end users

One of my employees has been having an issue viewing PDF Previews in Box.  We use Box integrated with our CRM Wealthbox.  When my employee is redirected to the Box folder she is trying to view, the preview for the file she wants will not load, and she is receiving the below error message and is prompted to download the file in order to view.  The files she is trying to access are NOT protected as we have uploaded them ourselves,  She has an admin/editor role, and I have had other employees follow the same steps that she does, even those with viewer roles, and they are not having the same issues with the same files.  What is causing this error for her? Is it some sort of permission level in Box, or on the file itself, or is it an issue with the PDF reader?  We cannot determine the cause but need to resolve asap. 

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CoffeemateNew Participant
asked in Support Forum
Unlimited storage is limited?

I just purchased the business plan for my business and we are getting a popup that we need more storage. I thought it was unlimited? each file is under 5GB.  

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shinsukeNew Participant
asked in Support Forum
Box Drive cannot login - boxauth:// not working

After clicking "Login" on Box Drive, nothing happens. It does not complete the login.Manually opening `boxauth://` shows a protocol error: "No app associated with this protocol".I already tried:- Reinstalling Box Drive- Deleting AppData\Local\Box- Changing browsers (Chrome/Edge)- Clearing boxauth registryStill stuck in the login loop.Attached: logs and screenshots. Please advise how to restore `boxauth://` or resolve the login flow. 

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Jey Bueno Box
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David Carlson West EndNew Participant
asked in Support Forum
URGENT Storage Issue

I'm having a major storage limit issue with my company box account. We are unable to upload files to our account, it keeps saying we are out of storage. However, we should have plenty of storage available as we have UNLIMITED storage. We followed the steps to set everyone’s storage quota to unlimited but the issue is still not happening.This is extremely important. Our entire company runs on box and not being able to store anything shuts down our entire operation. We have unlimited storage , this shouldn’t even be an issue. Please help get this resolved immediately

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community-managerKnown Participant
asked in Support Forum
Cant access Box shared folder

Hi, Can I raise a ticket please. Colleague has shared a folder with me, i have accepted but wont let me access it. Please help. 

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community-managerKnown Participant
asked in Support Forum
Unable to see collaboration files

After being invited as a collaborator to a file, I accepted the invitation but I am unable to access the documents upon logging in..

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Cooper SilkNew Participant
asked in Support Forum
Storage full, but it isn't

I have deleted old files, but Box is still saying I have no space. I have emptied the bin and deleted all my old files. Please help!

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Syunichi KAWANONew Participant
asked in Support Forum
Request for Bandwidth Limit Increase on Behalf of Our Client

I am writing on behalf of our client, who holds a Box account under the Enterprise ID 1263899363.Also, we will hide some parts of your email address, but it is "de***n@sa**ik***et**.co.**".Our client is currently encountering operational challenges due to bandwidth limitations imposed on their account. As part of an ongoing project involving large file transfers—including high-resolution media files and design assets—they require an increased daily bandwidth allocation to ensure uninterrupted workflows.We kindly request that you review their account status and consider raising the bandwidth threshold, either temporarily, to accommodate their current project needs.If additional information, authorization, or contact from the client is necessary, we would be happy to facilitate the coordination.Thank you for your consideration and support.Best regards,  

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prlBOXNew Participant
posted in Support Forum
Word Preview Problem

Same as a post in 2024. Some Word files (Mac) do not open in Preview in BOX. Some do. This started with files editied in the past day. Other files edited prior to yesterday can open in Preview. My collaborator is having the same problem on her PC. Chrome and Safari caches have been cleared. Neither works.  

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Lisalu613New Participant
asked in Support Forum
Shared Filed I wish to remove from a user I no longer trust

Hi there, I was trying to work with a property manager and uploaded some sensitve documents becuase I thought I was going to rent with them. As I went forward in the process I started to feel uncomfortable and decided to back out of moving forward with renting the unit. My files that I uploaded are still here and I wish for them to be removed. I do not trust the owner of them and they have no need for my documents any longer. I would like to file a report to have them removed from the folder. I understand your want of intergrity but since they have no reason to continue to have my documents I believe they should be able to be deleted.  I do not feel comfortable reaching out to the person I collaborated with and hope that you can help me. Please help me as I don’t want my sensitive documents shared with the user any longer. 

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Yukiko_BOXNew Participant
asked in Support Forum
共同所有者が、外部パートナーを、招待できない

私はBOXの共同所有者です。外部パートナーを招待しようとしたところエラーが生じました。エラーメッセージ「外部コラボレータの招待が許可されていないため、次のユーザーに招待を送信できませんでした」。どのように対応したら私が外部コラボレータを招待できるでしょうか？

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justin0306New Participant
asked in Support Forum
Can't log into Box.com w/ work email - keeps asking to sign up for a paid plan

Hello, my workplace has a Box.com pro account, but when I try to log into Box.com with my work email, it brings me to a page that asks me to re-up my paid business Box.com account.  Oddly enough, I can access Box.com using my personal email, and this email has access to my employer’s Box.com files. However, when out Admin person tries to add my work email, they are unable to do so because of the accounts status.  I think my work email account needs to be reset in some way so it can be added to the employers Box.com list of emails. Thank you,~J

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lexielderNew Participant
asked in Support Forum
Impossible to speak to customer service

Why is it literally impossible to connect with someone on the Box team? I have files that were uploaded to box that I am unable to download. I will not continue using box as there is no avenue to connect with a team member. 

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kannanNew Participant
asked in Support Forum
CCG Minimum pricing plan required and Client Expiry Duration

Hi,In CCG model , what is the minimum requirement should business plant be sufficient or should I get a Enterprise plan for App+Enterprise Access.Also, may I know the client secret expiry duration. 

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MaulerNew Participant
asked in Support Forum
RELAY Workflow for Deletion; No Download Notifications

I’ve created a RELAY workflow on my folders to automatically delete the files as they are downloaded.  Before this was employed, I received notifications that told me the files were downloaded and by whom, etc.. These “downloaded” notifications stopped when the RELAY was used.  Now I get only a “file was deleted” notification email.  I need to get the other emails working again; or an alternative. Please help! Thank you!

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hoeh0020New Participant
asked in Support Forum
Error loading tasks and notifications

My Box tasks, notifications and collections also have been failing to load. Additionally, I cannot assign new tasks to my collaborators. This occurs on both Chrome and Safari browsers as well as on different devices (PC, Mac, iPhone). I've cleared cache and history, and restarted my computers. Can a support ticket please be opened?

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newigmanNew Participant
posted in Support Forum
Powerpoint not saving, error message

I am getting this error message when I try to work on a powerpoint online through Box:Essentially, it doesn’t save what I’m working on (continuous problem) and then occasionally this error message comes up. I would really prefer to talk to someone about this, but posting here in case there’s an easy solution. I didn’t find any in the forums. 

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FukutoNew Participant
asked in Support Forum
User Deletion and Content Retention

Dear Box Supporters,I'm a Box administrator of my campany.I need to delete a user who recently left our organization. Before I do, I have some questions about what happens to the folders and files that user created. I want to make sure we can keep and continue using them.Could you please clarify the following?•What happens to a user's folders and files when the user account is deleted? What are the implications or changes to these assets?•Are there any necessary procedures or steps we should take before deleting a user's account to ensure their content is preserved and accessible?•Are there any critical considerations or tips we should be aware of when deleting a user account, especially regarding content ownership and accessibility?Thank you for your time and assistance.I look forward to your prompt response.

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ECARTERNew Participant
asked in Support Forum
Asking to log in despite using shared link?

 I frequently use Box to share files with customers by creating the shared link.  On my most recent upload, when someone tries to access they are being asked to log into box.  This hasn’t happened before, does anyone know what might be causing the issue?

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sfisher.appraisalNew Participant
asked in Support Forum
help with upload error messages

Hi,  I have a free account, but I am on an enterprise account that is supposted to have unlimited storage.  I am getting as of today upload error messages.  What gives?  Who can help to resolve.  As much as I like Box, I hate the lack of support.

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SaintLukeDevonNew Participant
asked in Support Forum
Is the site down?

I can’t find a place on the web site to check status, but box.com is awfully flaky right now,  3 pm Eastern on 6-12-25.  Can’t open, can’t save, can’t download.

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community-managerKnown Participant
asked in Support Forum
Error Upgrading

I continue to get an error when trying to upgrade my account ! Why does this have to be so difficult.

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bggNew Participant
asked in Support Forum
Email notifications have stopped coming.

Email notifications have stopped coming. This is happening across all accounts. We are not receiving any email notifications for actions such as uploads, downloads, deletions, or comments. Could you please let us know the possible causes and how to resolve this issue?

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