Support Forum

When  I signed up for MFA, the recovery codes did not generate.  There was an error.  How do I get recovery codes?

Hi,   A new user at our company who I was able to set up as a managed user is not receiving the activation email from Box with the activation link in it. The email is not stuck in his junk or SPAM folder.   Please look in to this issue.

We have a new user added. On our side, she is ACTIVE but she never got the invite or confirmation email, so she can not log in to BOX. how we can resolve this issue? 

The owner has shared a file but it will not allow access to see.

We are currently trying to migrate the Admin account from Mindy Ratajczak's account to Charlotte Tang's account. I have the login for Mindy's account and I have begin the process of moving the admin account following the listed instructions that were previously provided. When I triggered the change it forwarded an email to Mindy's email, asking to verify the permissions change. When I tried to accept it from her account it told me her account was not able to approve the transfer. I reached out to Charlotte Tang and she says she has not received any emails from Box in regards to a permissions change. I need someone to look into this and please assist in ensuring we can have the rights transferred properly. Thank you!

Hi Support Team, Could you please help to respond how do I reply to comments posted in a word document? example as below:

Free space on my account is reporting incorrectly, Can you please fix?

Trying to do a fairly straightforward process that searches a box instance for a file and downloads the stream. The process works fine for the first 2 downloads. Once the 3rd file attempts to download, it times out.   var downloadResponse = await client.FilesManager.DownloadAsync(boxFile.Id); 2024-07-18 10:46:00.9800|ERROR|Error in BoxDownload process to capture files|System.TimeoutException: Request timed out ---> System.Threading.Tasks.TaskCanceledException: A task was canceled. Can't seem to get any more information to help troubleshoot. I'm processing these requests synchronously so there should not be any issues with api limits.

I've had this issue for over two weeks now. Any document that is not recent enough (over 30 days old), is not loading, and thus cannot be opened. It takes aaaaages (there's a loading circle that appears next to the file name that supposedly shows the progress, but it stays always the same, very close to 0%), and then suddenly an error pops up in my computer - "The operation was cancelled". I've tried quitting the box app and opening it again, quitting the apps themselves (Preview, Microsoft Word, Adobe InDesign), but nothing fixes it.  Help please! I can't work without my files. 

I want to rename files i receive through file request links with the metadata that is collected. I am using relay but when creating a workflow and selecting the meta data is says something like variable unavailable. Even if the data is collected

Hi, I was wondering if the Box API allows to use a different public key algorithm, other than RSA. I am using it in order to sign a requests to get a JWT. If only RSA is supported, is 2,048 bits the only key size that can be used? Thanks!

trying to log into an old account, but need to change the email address because that email is no longer valid. i can't verify my account with the original email i used to set up the account. i have another account that i use on a regular basis and would like to also use this second one, but there is no way to change my email address and no answer on the phone. thank you

I have two-factor authentication set up with an old number that I am disconnecting. I need to change it to my new number. How do I do that?

The Box for Salesforce LWC works and can display box files, however, if I try to use any of the other components such as Box Explorer or Box Uploader I get a message: box.vf.force.com refused to connect.  Any ideas on how to fix?

Any way to tweak the amount of time it takes for a user to get signed out during X period of inactivity?. My employees are complaining its happening a little too often. Also, sometimes when they attempt to sign in after being signed out, they get this error and have to try again (sometimes several times) to sign back in. 

I am using IBM.ent.box. When collaborators from companies other than IBM use BOX with their user ID/password, what is the authentication interval? Is it every 24 hours or every 8 hours?

Box Driveをインストールして、ログインを試みましたが、 以下のメッセージになりログインできません。 「このアプリに問題があるようです。 ご安心ください。ファイルは安全です。このアプリのサポートについては、Box supportまでご連絡ください。お気軽にお問い合わせください。 Error: invalid_client  エラーの詳細を表示」   Box syncはインストールしていないです。   なおBox.comからブラウザでログインはできます。

Hello I have a similar issue as everybody in here. I cannot download any files despite being able to upload files to the site and having access to the folders. I can't make it work so I'd like to place a ticket or obtain any help from the support. It does not work on other browsers either. I click the download button, and nothing happens. I have no adblockers nor extensions. Nothing seems to work. What am I doing wrong? Can I get any contact from your IT support? Kind regards    

Problem sync Box between computers. We have computer # 1, Windows 11, which is used for 90 % of activity. It does not sync to the other for several weeks. And when I try to log into the on-line version, I get a blank screen – no error messages. We have computer # 2 used for some activities – located on another location. That the computer I am using here via remote control from computer # 1. It does not sync to the other computers, but I can access the online version. We have A High-powered Surface, which function as back-up fort Computer # 1. But same problem as # 1. It appears I have some settings wrong on Computer 1. Computers #1 and # 3 use the same modem to access the internet.

It's possible to embed an Excel file within a PowerPoint slide by highlighting the Excel table or sheet you'd like to embed > Copy > in PPT, Home tab > Paste > Paste Special > Paste Link button > Microsoft Excel Worksheet Object   If the Excel file is stored in Box though, this results in various errors if you try to update the link within PowerPoint. Close out of the Excel fie, go to the Powerpoint, double-cick the Excel table/worksheet within PPT or right-click it and choose Update Link results in the following errors: "The server application, source file, or item can't be found, or returned an unknown error. You may need to reinstall the server application." "The linked file was unavailable and can't be updated."           In order to work-around this issue, we have found that you can insert the 'Edit Links to Files' button in the PPT toolbar and redirect the links to C:\Box instead of the default https://api.box.com/wopi/files    

How do i enable email uploads?

I need Jayashree Ray's account moved from External users to Managed Users.  I tried hitting the elipses on the user account and selecting "Make Managed User" yesterday but nothing came of it. Thank you, Jeff Abare

My current Emory account is limited to 10 GB, I would like access to one of the enterprise seats please. Thank you.

Hi ,i have a user that was unmanaged user on BOX his files have gone missing, searched everywhere on his account this is after I formatted his laptop, but I believe that shouldn't be an issue, we then created him to be a managed user but still nothing is showing under his files, can you assist to recover his work .

We utilize opening up Excel files on box.com using the Open button on the upper right of a file, "Microsoft Excel Online". We have noticed that almost no files have the option available and we cannot figure out why. We have been using it daily for a year. Is these any reason why an excel file would not be available online while another is not? I have tried saving various types of Excel files (.xlsm,.xlsx) and none of them work when .xls doesn't work.   Any idea what is going on?