Support Forum

Hi! I would like to raise another ticket as we are unable to add users listed under our domain because they currently have a box account that doesn't allow them to be added to our enterprise account. Best wishes,Craig

Hi, please help me recover the deleted user and their respective folder. 

Dear Sir or Madam,I had an individual free account, but I mistakenly deleted it.When I tried to reopen it, the password reset notification did not go through. I then created a new account with a different email address, but the password reset failed again.Therefore, I would like to delete all the accounts once and restore the original account I was using. Could you please provide guidance on the necessary procedures?Best,Yamada

The company I work for recently migrated from dropbox to box and we are all having issues with the file ingestion process. Currently, we should be able to ingest a 3+ gb video but every time a video of that size is uploaded it gets stuck and eventually times out at 100% and never makes it into the box folder. A few qualifiers: -I’m tethered to an ethernet line that had 1gb up/down speeds. -We have turned off any mass ingestion processes from our local NAS servers. -This is happening across my entire global team (5 countries, 20+ uploaders)  Further note: If the file is under 1gb it will allow me to upload one asset like a trailer. But if I try to upload two video files (both around 150mb’s) the second one will time out as well at 100%.  Anyone have any insight as to how to handle? 

Dear CommunityWe use Box as our primary content management platform for large-scale data collection and management projects with top global technology companies.We’d like to know what solutions or best practices exist within Box (or via integrations) to support the following needs: Dashboards & Reporting Vendor Management & Invoicing Metadata Extraction QC Tracking Dashboards Seamless S3 Integration for uploads from Box to S3 Has anyone implemented similar workflows? If so, could you share examples, case studies, or recommended tools/integrations that worked well for you? Thank you!

Hello,I have issues with Box Drive on Win 11.Context:Intel core, laptop with dual boot configuration, Win 10 and Win 11Box Drive version 2.46.240 installed on both (Win 10 works, Win 11 does not)I have admin privileges in both systems, latest updates installed, both run BitLocker.Win 11 Details:Edition    Windows 11 ProVersion    24H2OS build    26100.4770Experience    Windows Feature Experience Pack 1000.26100.197.0Observations:Box Drive installs, login screen opens, login process goes through 2FA, browser shows Launching Box Drive… (tried Edge, Firefox, latest stable releases), the box login splash disappears, Windows Explorer is restarted, gray box icon displayed in the system tray with Connecting to Box… hint. The process never completes.Hangs forever, affects the overall function of the OS, probably due to the hook with the Windows Explorer.I can see Box a Box Drive File System (streem.exe) running in the Task Manager. The streem process is unstoppable, causes Task Manager hang if

Hello folks, We're integrating box with Salesforce and for existing attachement into salesforce records, I want to leverage "createFileFromAttachment", if I under stood correctly this function will create respective folder at box and copy attached files in it.  Does any one have used this, I'm not sure on how to use this function inside apex. Initiation/parameters etc. Any Sample code or advise? Thanks 

Hi, I am getting this error --> {"error":"invalid_grant","error_description":"Grant credentials are invalid"} when I am trying to generate access token using the credentials. Client id is ni8daktl7chhwxlt0zovndcefq4e7brc App Access Level is set to App Access Only. Can anyone please look into this? Thanks, Kaustav

I have a Business Pro type account and I would like to speak with a live technical support person. I believe that is included in this plan.  Please confirm and advise on how to access a human. 

Every time I try to copy a file from my desktop to Box Drive I get an error that the properties will not be copied, although it allows me to copy the file nonetheless. This just started happening after years of working correctly.  Any advice?

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?

Please, help to solve the issue with an Excel file that all in a sudden got corrupted after being opened on IPhone and since then nol other device can open it, neither directly from box web version. 

I have noticed this bug in several versions of Box for iOS app. When you have many files to share to a user in some app and you use a standard “Share in” iOS feature for that - everything works fine for several files. But starting from some file, it just stops working, Box app is getting unresponsive and the only way to keep sending files to that app from Box app to other app is to close and restart Box app. Note that it doesn’t matter where are you sending the files. It seems like Box app has some buffer / limitation for a number of files or total volumes of information to share during one “session”. 

This is Yusuke_Manaka. I recently inquired about removing the suppression list, and it seems that the following five people are also restricted. <personal information-redacted> I apologize for the inconvenience, but could you please remove the suppression list for them as well?

A client just invited a different email account of mine to access files. Everytime I try to create a new account with that email, I get a 500 error. I’ve switched browsers, cleared my cache, gone into incognito, and disabled all extensions. HELP!

I signed up with Box originally by using the Sign in with Google.  Now, I need to connect and app that can’t use that so I tried to set a password since my profile claimed I don’t have one. I entered that (and got green for strong) and then an error when submitting it. I tried 5 different variations of password before attempting to set an email to the account first. Now, I’ve tried 4 different email addresses and everyone one gives the most generic “There was a problem” error and won’t do anything.So, I have a Google Sign in that only seems to work on the site itself, can’t add email and/or password, therefore can’t access the storage by any other means… based on looking around the support site, I’m not overly sure if/when I’ll get any kind of response or help, but I guess I have no choice. Ideas?

An entire client file with multiple years of data just disappeared without any trace and I have no idea how or why it happened. Could someone please reach out and provide details of how to remedy this issue?

I received an email with a link to a drop box with the files that were sent to me and this image shows up. why and how do i receive the files?  

Invited to collaborate on a folder, but when I click “Accept invite” the folder does not show up in my box.

I accepted an invite from someone outside my organization to work on a folder, and now I can’t see any of the folders I normally use, or any folders from my organization at all. WTF happened!? 

My colleague has been on leave for a while, but when he returned recently and tried to log in to Box, he received a message that a verification code had been sent. However, the verification code has not arrived in his email. Because of this, he is unable to log in and is unable to contact support, so I am asking the question on his behalf. While he was on leave, his email address was also dormant, so I wonder if that is the cause. Please tell me how to contact support.

Hello. I am an administrator of my box account. I can share files with an external user I have a message saying “The invitations could not be sent to the following people, because external collaboration is limited either by your company or by their company: xxxx@gmail.com"I have tried with several email addresses and it only works with adresses with our own domain name. Where could I configure this? Thanks in advance. Olivier 

I would like to create a workflow that when a file is uploaded into the folder it generates an approval task, and during the execution of the workflow to be able to select the approver. I was trying to define a workflow as such, but the Approver field is required during the design of the workflow and I would need to select the approvers dynamically. Please advise how it can be done. Thanks!

I am not able to access my account invites without upgrading. Why is that? I am also not able to access shared folders. Please advise. 

2-Step Verification Authenticator App Enter the 6-digit code from your authenticator app. Authentication Code   Not seeing code