Skip to main content

Support Forum

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

  • 21,290 Topics
  • 36,351 Replies
10000 Topics
C
community-managerKnown Participant
asked in Support Forum
I want to find an old version of a file, but there is no version history! How can I retrieve an old version!!!

I cannot find the original version of a file that may have been written over.  There is no version history.

31
C
C
community-managerKnown Participant
asked in Support Forum
Can't install BoxDrive

I can't install BoxDrive. I downloaded the installer from the official website, and when I run it the following message appears: Service "Box Update Service" (BoxUpdateSvc) failed to start. Verify that you have sufficient privileges to start system services   I'm using W10 Pro, I have administrator permissions. What can I do?

12
C
C
community-managerKnown Participant
asked in Support Forum
Adding a user

I am trying to add a user to our business account I just created.  It will not allow me to add the user because it says the email is already in use.  I need help figuring out how to get this fixed. Thanks!

01
C
C
community-managerKnown Participant
asked in Support Forum
User already exists while adding access through domain group.

Hello Team, We are trying to provide access to user through Active directory domain group but it showing an error like below: Task Response: {"type":"error","status":409,"code":"user_login_already_used","help_url":"http:\/\/developers.box.com\/docs\/#errors","message":"User with the specified login already exists","request_id":"g07vnkhsi9liui5p"}

01
C
C
community-managerKnown Participant
asked in Support Forum
No longer able to copy Word doc text from Box preview.

I see there is a new feature which allows us to highlight text or a particular area of a Word document in the preview and make comments, but I don't see a way to turn that off. I used to be able to easily copy text directly from a Word doc preview and paste it elsewhere. It was a HUGE time saver, but now when I try to highlight the text which I want to copy, Box jumps right into "comment" mode, and that overrides my attempt to copy text from the preview. It's disappointing. Has anyone figured out a way to copy text since this new feature? Maybe it's because I'm using a Mac? Thanks!

31
C
C
community-managerKnown Participant
asked in Support Forum
Can't sign in or recover password due to loss of hotmail account

Hello, I lost my hotmail account a while back (microsoft took over the accounts, I believe) and now I can't access my box account. I was able to log in with my hotmail account, but I forgot my password.  When I try to reset my password it will only send the email to my lost hotmail.com account, which is attached to my box account.  How can I change my email for the account and/or reset my password without it being sent to my lost hotmail account?  I have a ton of content on this account that I need to access and get back.  I appreciate the help. Derik

11
C
C
community-managerKnown Participant
asked in Support Forum
BOX documents will not auto save

I have got two people who can not get the auto save feature to work on BOX. Also, when they do try to save, box is trying to create a new document with the file name e.g. BSS%20PAT%20Testing%20Information%20-%20Kitchen%20Area Normally I would be looking into if anyone else was using the files at the same time but I can confirm this is not the case. I have also copied the files to another folder and can get the same error with the new file in the new folder. Does anyone know what might be causing Auto Save and the manual save to fail?

43
C
C
community-managerKnown Participant
asked in Support Forum
Free space not accurate - can support please run script?

Hello, can you please run the script to show the accurate amount of space available?  My account says it's full but it's definitely not.  Thank you so much!

00
C
C
community-managerKnown Participant
asked in Support Forum
Box Account Cancellation Request

To request the cancellation of my Box account and assuring to not have a new charge in my credit card

11
C
C
community-managerKnown Participant
asked in Support Forum
Search Field for Anonymous Users

Hello, If I upgrade to a Business plan, and then share a folder anonymously (i.e. create a link to make the folder available to anyone on the public Internet to view and download the contents of the folder) will those anonymous users see a search field at the top of the page, and will they be able to search the contents of PDF's I upload to the folder? Or, do users need to be authenticated to see the search field?

12
C
C
community-managerKnown Participant
asked in Support Forum
New user not able to receive confirmation email

Hello Support Team, We have an individual account with Box. We added a new user to one of the folders and when he is trying to access it, he is getting a message that the confirmation email has been sent to his email address; however he does not receive that confirmation email. He checked his Junk folder and it's not there either. Please let me know what information you need to be able to look into the issue for me.    Reference URL https://support.box.com/hc/ja/articles/360043696174-%E3%83%A1%E3%83%BC%E3%83%AB%E9%80%9A%E7%9F%A5%E3%81%AE%E5%95%8F%E9%A1%8C%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8B%E3%83%88%E3%83%A9%E3%83%96%E3%83%AB%E3%82%B7%E3%83%A5%E3%83%BC%E3%83%86%E3%82%A3%E3%83%B3%E3%82%B0

00
C
C
community-managerKnown Participant
asked in Support Forum
tracking user/viewer activity

Hello -- I'm new to Box (Individual) and would like to know how to see lifetime file activity via Content Insights, to know whenever a file has been viewed or in any way accessed.  (Need the info for workflow issues with colleagues in far time zones) *Can I do this with my account? *If I share a file with someone who does not have a Box account, can I still see when they have accessed the folder or file? *If I am not the owner of the file or folder, can I see when someone has removed or deleted a file? Thanks in advance for your response --Melissa

02
C
C
community-managerKnown Participant
asked in Support Forum
Owner Terminated to some of the folders and need access

Hi A previous employee had designated herself as an OWNER of a few of our folders. She is no longer with our company and has left the company a few months ago. We need access to some of these folders as no action can be taken (moving them, editing them, etc) even with others as CO-owners NOTE: This is not the actual OWNER of the company, but only specific folders. NIck Guida is the actual owner, CEO and founder of Guidance Wealth Advisors. Also need confirmation if best practice moving forward is ALWAYS to have Nick as OWNER of every folder and employees designated as Co-owners, editors, etc...        

10
C
C
community-managerKnown Participant
asked in Support Forum
Box for Salesforce: Authentication Issues

Hello, We are having massive authentication issues with this new "streamlined" box interface. What happened to the one in Classic where you could actually see everything on one page! At any rate, it's completely not working. We are able to get our service account hooked in, and then when we try to get the regular account set, we get this error: You may not log in with an enterprise that does not match the service account. AccountId for User XXXXXX AccountId for Service Account null - and there is no way to disconnect the Service Account and reconnect it just to see if that will work! The only thing on the annoying new settings page is the request for the general user authentication. and yes, I am sure that the Enterprise ID listed in the error is correct, both users are in the SAME enterprise, and credentials are correct - especially since it is working in the sandbox, and not in production. The sandbox had an older version when we authenticated (3.77) and production was on 4.52, and w

03
C
C
community-managerKnown Participant
asked in Support Forum
Please clear my folder capacity

My folder that is named All Files has no files. But my page says 「70.8 MB/10.0 GB used」. Please clear my folder capacity. Then make my page「0 MB/10.0 GB used」.

01
C
C
community-managerKnown Participant
asked in Support Forum
Issue with Setting Password for Free Account

Dear Box Support Team, I am currently using a free account and have encountered an issue when attempting to set a password. Since no password has been set for the account yet, I tried to input a new password through the "Change Password" section. However, I am receiving an error modal stating "There was a problem changing your password" and I am unable to set a new password. Could you please assist me in resolving this issue? Thank you for your help. Best regards, Sho

11
C
C
community-managerKnown Participant
asked in Support Forum
Remove me from the Suppression List

I am trying to get an email to reset my password for my <personal information-redacted> account. However, I am not receiving the email at all. I need access to this box folder for work.  Please respond ASAP

01
C
C
community-managerKnown Participant
asked in Support Forum
Reset the box storage

Please help to run a script to reset the box storage, thanks. You may find more information from the previous request #2382273 "Used storage incorrect for my account"

15
C
C
community-managerKnown Participant
asked in Support Forum
Fails to update

Every time I start my computer, Box drive says there is an update.  I follow the instructions to install said update and it fails every time and asks me to send a log (which I have done repeatedly).  Box drive still functions, but it won't update. The above solution does not fix the issue.

21
C
C
community-managerKnown Participant
asked in Support Forum
File Version history for free users

In the box support site, it is written that  "The maximum number of prior file versions you can access corresponds to your Box account type: Personal Free - 1 Version" https://support.box.com/hc/en-us/articles/360043697054-Accessing-Version-History#:~:text=With%20the%20exception%20of%20customers,Personal%20Pro%20%2D%2010%20Versions   Does this mean that Personal Free users can see 1 prior version of the file that they are having (so total two versions including the current and prior 1 version)? Please correct me if i am wrong. This is what i understood from the above sentence. But in any case i am not able to view 1 prior version of the file that i created in my account.  

00
C
C
community-managerKnown Participant
asked in Support Forum
My storage

hello,  please run the script to correct the storage usage for my account as described in the support articles.    Thank you Ken

03
C
C
community-managerKnown Participant
asked in Support Forum
Is there a way to force people fill in their info/name each time they download/view file from a folder??

Hi All, we've got a PDF catalog that we are sending the download/shared link out to limited number of clients. Is there a feature in Box that forces users to put in their name and their email before they can download the PDF? In addition, a way we can track this list?  I understand you can put a password to the file, but password can be passed onto all people to access, still no way of tracking who downloaded the file. Thanks!!!

10
C
C
community-managerKnown Participant
asked in Support Forum
Make available offline is not appearing

I do not have the option of "make available offline". I need to unlick it to free up space on my desktop but do not have that as an option. I have folders syncing to the desktop that I only want syncing to the cloud at Box.com as they are taking up too much space. I have Box sync version 4.0 and have tried to read your help articles but cannot find a solution. 

11
C
C
community-managerKnown Participant
asked in Support Forum
There was an error getting the shared link for this item

I am trying to share a folder in box with multiple external recipients.  I was able to easily share with the first email.  I have tried this multiple ways and multiple times.   I am getting an error when attempting to share with more emails. There was a problem while completing your request.  Please try again There was an error getting the shared link for this item.   Any help would be great. 

11
C
C
community-managerKnown Participant
asked in Support Forum
used space is in accurate

Hello! My storage says I am using 8.3GB of my free 10.0GB but I am currently using less than 1.0GB. Could you fix it, please?

10
C

Badge winners

Show all badges

Didn't find what you were looking for?

Ask the Community
Terms & ConditionsCookie settings