Support Forum

Hello, It's my first day on box. I'm not impressed so far. More impressed than Sync which I tried for one hour. I'm moving from Dropbox, which I have no issues with besides the price. But if box can do what I need, then great. But it's not working. Here's the link how it's supposed to work: https://support.box.com/hc/en-us/articles/360043697574-Making-Content-Available-Offline#:~:text=So%20just%20as%20you'd,on%20a%20per%20machine%20basis. It's not working. Other places, support has said to log out and in again, which does seem to help but that's not a fix. That's a work around for an issue. I don't want to do that every time. Here's what they've said: https://support.box.com/hc/en-us/community/posts/27892722885651-Online-only https://support.box.com/hc/en-us/community/posts/24776478808851--Online-Only-doesnt-work-any-ideas Can someone actually answer me on this or do I have to stop using box too?

Hi, i have two box account ,one is create via my previous company mail address ,and i can login box app with it as normal.one is create with myself gmail address,but i always cannot login it with box app,only can use with box website .could you help me figure out this please ?many thanks.

I recently emptied my account, but the storage capacity doesn't reflect this.  Thanks

Hi to all,  I have a contractor that cannot access to box and all the folder I shared with her because she does not receive email from noreply@box.com.  How can I help her? I enter in her profile that it is <personal information-redacted>and grant the access for BOX support but still noone from box contacted her.  Please could you help us?  Thanks Paolo

Will the physical copies of the folders be removed from hard disk after switching from offline to online-only? It does not look like they are removed as gigs of space is still taken up. Are we supposed to go in to a place on drive c and delete them manually? If so, where are they located on the drive? This should not even be a question to ask/issue to raise but here I am. Can someone please help to resolve?

Hi, I've signed up via google login and now the box I was invited you asks me to update my password to a strong one. Due to the google login I don't even have a password setup so I can't change it. Any ideas?

When I uploaded file into the box. It shown error, please contact me back via my e-mail.

I am deleting files but my storage space is not increasing. Please correct.

Even if I download BOXDRIVE from the official website, the above error occurs. It says "Please install the latest version of MoxDrive", but isn't the official website up to date? How can I use BoxDrive?

Hi, I'm syncing abour 30GB of files with my PC and have 50GB of space. Now it shows that I'm over my limit, which cannot be. Please help! Best regards Olof

Hello, I'd like to hide specific subfolders from my users but keep the folder path visible so they know which folder they are currently in. It appears I can only bring them to the direct folder I want them to view without the folder path being visible.  Can you help us with this?

While at office, I'm always able to download any file, but when working from home, with both VPN on and off, it is impossible to preview and/or download any kind of file.  I've also tried to use different browsers, but it still doesn't work. It seems the files are protected somehow, but they are not since I have no problem at office.

  Certainly! Here's a refined version of your message: Hi Team, I'm reaching out regarding an issue with JWT Authentication. When we create a new app on the developer portal and generate new credentials for JWT, we encounter a 500 server error. Using our older JWT credentials works without issues. When we send requests through Postman, we've observed that the server-side issue is related to the access token. The access token received from the server is incomplete; it seems to be truncated and ends with ellipses (...). Comparing this with the access token from the older credentials, which consists of four complete lines, the older token works fine for us. However, the new app does not provide the expected token. Our client is also facing similar issues. Could you please investigate and resolve this issue?

Hi Box Support team, My name is Naoto, I use Java application with box-java-sdk-4.8.0. I expect that a method "getSize" of BoxFolder returns the size of the folder. But, since around 2023/09/13, the method has changed to return 0. Is this the SDK issue or the service one? I hope the method returns correct size. regards

I have received a report that when uploading data to the BOX, the images are sometimes inverted in the vertical and horizontal directions. I have not been able to track down the cause of this problem myself, though I have been told that such a case existed in the past,However, considering that we will be uploading thousands of images, we would like to avoid manual visual checks as much as possible. Please let us know the possible causes and countermeasures.If there are no reports of such cases, please let us know. Thank you in advance. Translated with DeepL.com (free version)

When I posted an inquiry about two-step authentication, I received the following comment. Your Enterprise account has a designated team that works with Box Premier Services.At this rate, please get in touch with your internal helpdesk team for assistance. However,Our company's BOX support (Box@IBM) states the following:  　If an external user has issues setting up their Box 2FA, they must contact Box Support directly. This is exactly what I described above. Please help.

Hi I can't log in to my main accaunt becouse i don't have access to 2FA autentificator code and also I forgot backup codes.Now i have access just for email. How I can backup my accaunt.

We use Macbook Pros at my company, and we keep all our files in Box. I guess Box Drive? Every file has the little cloud with the down arrow icon next to it, EXCEPT this one folder that is all green check marks; and a couple other scattered files. My boss asked me to check my stuff that is set to 'offline'. Nothing I do to these files (right clicking on them in Finder, logging to Box.com and trying to update them there) is working. I feel like a dolt. What step am I missing? How do I get these files back online? Thank you,-Monica

The display of free space is incorrect and I would like to solve it.

I haven't received the notification email from my BOX team since yesterday. Please resolve this issue. It's urgent.

We have a Business Plus plan with MS Office online live collaboration turned on.  That works great with managed users.  What about inviting an external user to the folder or file.  Will they have access to the MS Online capabilities for live collaboration if they create a free account?

I am developing a new feature on our web application that would benefit from using Hubs, though it seems that the beta version of Hubs is not yet supported through the API (per the developer documentation). Could I possibly get a rough timeline for when Hubs will be supported through the API so that we can plan our development for this new feature? Thank you!

Hi, I would like to know the language settings.   Is the email notification depending on senders' box setting? For example, I (account language setting:Japanese) would like to send a boxSign request to an English recipient. Which language does recipient receive in Japanese or English?   And when a recipient click blue button 'レビュー(Japanese)' or 'Review', from next box page their language switches to a recipients' OS setting. Is my understanding correct?   Thank you for your support.

I've enabled, 2 factor authentication for box however, am not able to get any codes in the authenticator. Kindly help

I have created a custom app with JWT authentication mechanism. I have also setup Public/Private keypair but not getting an option to submit app for review & authorization. Am I missing anything or is it a bug?   In App General Settings, it shows: Enterprise ID 0