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

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  • 36,253 Replies
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community-managerKnown Participant
asked in Support Forum
Suggestion for Necessary Improvement | Alphabetical File Sorting]

Dear Box Support Community Members,   We are increasingly relying on sending documents to external users via Box links, and with this increased usage, the need for platform improvements arises.   For some time now, I have noticed that Box documents, even when sorted alphabetically, use a numerical order based on outdated systems, considering, for example, 10 before 2. Please refer to the screenshot below for a better illustration: Dear Box Support Community Members,   We are increasingly relying on sending documents to external users via Box links, and with this increased usage, the need for platform improvements arises.   For some time now, I have noticed that Box documents, even when sorted alphabetically, use a numerical order based on outdated systems, considering, for example, 10 before 2. Please refer to the screenshot below for a better illustration:    

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community-managerKnown Participant
asked in Support Forum
Storage Count not correct

My box reports 384.1 MB of 10.0 used even after deleting all files and folders along with emptying the trash. Please fix the issue.

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community-managerKnown Participant
asked in Support Forum
Unable to verify domain

The original admin left today, and they gave us access to the account. We're trying to add our domain, but it's giving us issues. We believe we did it correctly, but its giving us an error message when I refresh the status and advises we contact support.

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community-managerKnown Participant
asked in Support Forum
MacOS Catalina/Safari Error with Document Preview

Hello! I have a user on MacOS Catalina, which is the newest OS they can run. They are receiving the error 'cannot access uninitialized variable' when trying to preview documents in Box when the user is using Safari. This error does not pull up when looking at the website on Chrome. We've tried clearing the cookies/cache/history, ensuring Safari is fully up to date, and no plug-ins are enabled (that I can see). Not sure what else to do. The Chrome workaround is okay, but my user would prefer to use Safari.

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community-managerKnown Participant
asked in Support Forum
New User's Unable to Create Account

I'm having trouble with sharing folders - the folk I'm sharing with are unable to create the free account and it is prompting them to create premium paid accounts only, contrary to what we are told on the BOX site. I've been directed to support.box.com to submit a ticket, but there is no way to do so, so I am reaching out here.

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community-managerKnown Participant
asked in Support Forum
Deactivated User Error

I am attempting to add an external user to collaborate in a folder and receiving an error that the user is deactivated. Please assist asap!

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community-managerKnown Participant
asked in Support Forum
Free storage space error

Hi Box, After removing files from my free account the free storage is showing the incorrect free space please check and fix. thanks Diana

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community-managerKnown Participant
asked in Support Forum
Issues with up-loading files

Dear All, I have a business plus account iwth no limit of storage. However, I faced issues with up-loading files for which the total size is 885GB. Can you please, confirm that the size is suitable with the allowed storage and kindly provide assistance to solve the issue? Thank you Cristina

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community-managerKnown Participant
asked in Support Forum
Box python SDK, 400 grant credentials are invalid

Hi, I am testing a simple python app leveraging oauth 2.0 client credentials grant, described here: https://github.com/box/box-python-sdk/blob/main/docs/usage/authentication.md#client-credentials-grant. auth = CCGAuth( client_id="YOUR_CLIENT_ID", client_secret="YOUR_CLIENT_SECRET", enterprise_id="YOUR_ENETRPRISE_ID" )  client = Client(auth) print(f'Id of the authenticated user is: {client.user().get().id}') The app is configured as 'client credentials grant(server authentication)', scoped to 'app access only'. App is authorized and enabled. Getting error,   boxsdk.exception.BoxAPIException: Message: Grant credentials are invalidStatus: 400Code: invalid_grant  

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community-managerKnown Participant
asked in Support Forum
System errors

I keep getting errors when using Box for the last couple of months. At random times I have to logout and log back in and get the below errors when I try and open a folder. I use Chrome browser, I have tested on others and its the same. My iPad application works fine.   

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community-managerKnown Participant
asked in Support Forum
Folder Naming Convention

I am trying to organize my folders by name with the following syntax "A-1", "A-2" all the way through "A-99". When get up to "A-10", "A-2" is then listed after "A-10" because of the formatting. I tried to get around this by naming the files "1 - A-1" etc. but this same problem still persists. Please advise asap. 

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community-managerKnown Participant
asked in Support Forum
Managed ans external Users

Some collaborators were added as external users and some were added as Managed Users even when they are from the same domain. How can I move some of the managed users to the external users? How can i prevent some users to be added in managed users? In addition, can I be notified if a managed users is added ? Regards,  Arnaud

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community-managerKnown Participant
asked in Support Forum
Box fails to start on macOS

First install of Box app on macOS 14.5 (23F79) fails:```➜  ~ /Applications/Box.app/Contents/MacOS/BoxTraceback (most recent call last):  File "/Applications/Box.app/Contents/Resources/__boot__.py", line 144, in <module>    _fixup_pkg_resources()  File "/Applications/Box.app/Contents/Resources/__boot__.py", line 142, in _fixup_pkg_resources    list(map(pkg_resources.working_set.add_entry, sys.path))  File "/Applications/Box.app/Contents/Resources/lib/python3.11/pkg_resources/__init__.py", line 608, in add_entry    for dist in find_distributions(entry, True):  File "/Applications/Box.app/Contents/Resources/__boot__.py", line 126, in find_eggs_in_zip    yield Distribution.from_filename(path_item, metadata=metadata)          ^^^^^^^^^^^^NameError: name 'Distribution' is not defined2024-06-07 17:37:34.050 Box[78323:2982499] Launch error2024-06-07 17:37:34.050 Box[78323:2982499] Launch errorSee the py2app website for debugging launch issues```Please advise.

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community-managerKnown Participant
asked in Support Forum
By mistake I deleted a couple os users of my account and their files and I need to recover both

Dear sirs I need your help to recover 2 users and their files that I deleted by mistake these 2 users are: <personal informaton-redacted> <personal informaton-redacted>   Could you help me to recover these users and their files, please? Thank you!  

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community-managerKnown Participant
asked in Support Forum
Box Admin Question

Hi! I am a student at CMU. We get free box storage of 1TB. I was just wondering if the admin on the account can see the content I store in the cloud? I believe it is an enterprise account. 

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community-managerKnown Participant
asked in Support Forum
Need to add a user to our enterprise account

I created a free account with <personal information-redacted> and then deleted the account. <personal information-redacted> has been trying to add victor to our enterprise account but it keeps showing that email is in use, could you please get with Scott to help out to add victor to our Account ? Thanks.

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community-managerKnown Participant
asked in Support Forum
Collaboration invite link won't save

The system won't allow me to update this folder.  The individuals I invited to this folder by link cannot access the information in the folder.    

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community-managerKnown Participant
asked in Support Forum
Download file causes app to become unresponsive

If I attempt to download a file I am viewing in the file viewer, the Android Box app becomes unresponsive. Eventually the OS asks if I want to wait or close the app.

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community-managerKnown Participant
asked in Support Forum
Billing Issues

I was not given the option to pay for a monthly account, so I was forced to pay hundreds of dollars up front. I only need Box for 1 month, and would like a refund for any charges past that.

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community-managerKnown Participant
asked in Support Forum
Case: #3109588 Created on 4th June 2024 - No action taken - Box storage limit reached - Auto Back up from SqlBackupmaster stopped from 3 weeks.

Case: #3109588 I sent many emails regarding this problem. My last email was on 13th June 2024 but still, there is no reply or solution. Please look into this matter.

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community-managerKnown Participant
asked in Support Forum
Box Retention Policy

Hello,I'm trying to setup a policy to remove items after a period of time. I'm using the Governance page to create a policy.I already have a policy to retain data for 15 years.I need to delete items in a folder after 14 days.I'm confused about how the policies will work out if I need to retain but delete at the same time.The options in the menu aren't described well enough to tell me this.The wording in the policy for Disposition sure could use some work.  I have Noneor Permananet Delete.   Does permanent delete just move to recycle bin and items will still be retained?  The word permanent isn't helpful.

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community-managerKnown Participant
asked in Support Forum
PDF from InDesign via Box Drive creates 2 versions

Hi! Just started to experiment with Box Drive and work locally while synching to the cloud. So far it's been better than I expected. One thing I noticed is that when I export a new PDF from an InDesign file, on Box.com there are 2 versions of this PDF. This is undesirable behaviour and will cause confusion. Anyone know how to prevent this? Thanks!

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community-managerKnown Participant
asked in Support Forum
Can't access shared folder

After multiple attempts and upgrading my account, I still can not access a shared link sent by a large enterprise client of Box. I have received multiple invitations to collaborate, share links, and they have worked with their internal IT teams.  "Oops! We can't seem to find the page you're looking for." ^^ This is the unhelpful message my whole team gets. I need to submit a support case to give you the details.

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community-managerKnown Participant
asked in Support Forum
データフォルダがなくなった

アップグレードしたせいか？パスワードを変更したせいか？フォルダ・データがなくなりました。どうしたらよいですか？

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community-managerKnown Participant
asked in Support Forum
Deleting files

Hello I deleted many files but my box account , but the storage bar indicator does not reduce . Please help.. Thank You

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