Support Forum

When I play videos in eg Dropbox or YouTube, the screen doesn't turn off and the video keeps playing. In other words, the video overrules the "turn off" mode.In Box it is the other way around. The phone's "turn off" mode overrules the video, causing the video to stop playing after the time-out (in my case 2 minutes). I already set the battery use of the Box app to 'unrestricted', but this doesn't solve the issue.I'm afraid it's something that was overlooked by the app developers, but don't know how I can reach them. 

Now when I turn on playing a video file in Box Android app and turns the screen off - the playback is immediately stopped. For audio files this works well - they continue playing after screen off event. But I want to continue listening the audio from Video files too, when my device is in a pocket! So please add option to not stop playing video on "Screen off" event in Box Android app.

Hi,  I've noticed that periodically, box drive will go to "pending" status on uploads. It gets stuck there for quite some time. Sometimes, a file will be almost uploaded, then go to "pending" status, then the file will start uploading from the beginning. This is particularly problematic on large >GB files. Is there any change that can be made on my end, or is this a bug?   Thanks

現在、VDI環境でbox：2.44.209.0をインストールして利用しました。一定期間後、boxのアップデートを促すポップが上がりアプリが起動できなくなりました。 調べたら、どうもローカル側にあるboxのdb verが現在インストールされているverよりも古いと発生するようです。https://support.box.com/hc/ja/articles/ [removed by moderator] --Upgrade-to-a-newer-version-of-Box-Your-system-is-running-an-old-version-of-Box-%E6%96%B0%E3%81%97%E3%81%84%E3%83%90%E3%83%BC%E3%82%B8%E3%83%A7%E3%83%B3%E3%81%AEBox%E3%81%AB%E3%82%A2%E3%83%83%E3%83%97%E3%82%B0%E3%83%AC%E3%83%BC%E3%83%89%E3%81%97%E3%81%A6%E3%81%8F%E3%81%A0%E3%81%95%E3%81%84-%E3%82%B7%E3%82%B9%E3%83%86%E3%83%A0%E3%81%A7%E5%8F%A4%E3%81%84%E3%83%90%E3%83%BC%E3%82%B8%E3%83%A7%E3%83%B3%E3%81%AEBox%E3%81%8C%E5%AE%9F%E8%A1%8C%E3%81%95%E3%82%8C%E3%81%A6%E3%81%84%E3%81%BE%E3%81%99-%E3%81%AE%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 ただ、再インストールもしてないので、どうも、移動プロファイルを使っていると、例えば以下の流れで使うとboxが利用できなるなるんじゃないかと思いました。 AさんがVDI1号機(box:2.44.209.0)にログイン→box verup(2.44.209.0→2.49.257)→サインアウトAさんがVDI2号機(box:2.44.209.0)にログイン→box利用しようとしたところve

We are a US Based company and have a user in the UK.  No matter if the user is on Wi-Fi, VPN and hardline, or accessing Box Drive online, any files added are delayed for his sync by 24-48 hours at minimum.  How can this be resolved as it is causing client problems and is impacting sales and production.

How do I create a ticket for a Box issue? When creating new folders, instead of one folder, Box is creating two. Also, when saving a document to Box, Box is saving it twice making a new version of the saved document.

new user testing this service. When I import a folder with a mix of folders and files (255 in total, 100.9 MB) most of the folders that have just a few files are empty upon import and most of the files do not import at all. What am I missing?

Hello, My colleague is trying to sign up box.com, but he is not receiving verification email. he’s done all of the trouble shooting guide. It seems like he is on the box.com suppresion list. Could you remove his address from the list? his email address is as follows <removed personal information>

How do I delete my account? 

I would like to request a refund on something I didn’t renew. I was charged $120 Today in my bank account and I would like to get a refund as soon as possible because I do not use box at all, and I did not renew my subscription at all, so I don’t even know why this $120 was charged to my bank account.

i want to install box drive on a new desktop pc. But when opening the file i get the next messages ‘ Called runscript when not marked in progress’ and when i proceed i get the message ‘ called installfinalize when no install in progress’ . I do not have an older version of box installed yet. So how can i fix this? Thanks

Hi there, For the last few months, we’ve been having issues with Box Tools integration with Chrome and Edge when using through Workbooks. If we try to open any document inside Workbooks, from Box we get a pop up (snip below) asking us to allow Box Tools to connect. I have checked and this is still switched the allow.  Has anyone got any ideas how to get Box working within Workbooks again?

Hello, I am not about to see the option to raise a ticket for my account. My account is a free account. How to resolve it?

When I try to open a file through a program like Microsoft Word via Box, it tells me I need to download Box Tools. After downloading it, it says it isn’t found. I’ve checked and both Box Edit and Box Local Com Service are enabled and running in the background. I am running though Google Chrome on Windows 11 and I have been unable to find a solution to this problem. I would love some help fixing this!

I created off of the join link provided by my group. Multiple users got access to the files but a couple of us didnt. Why? Is there a way to resolve this or get invited in? 

Hi, I installed Box Drive today as the Box Sync will be obsoleted this year. Then I found this issue. This is my environment setup: Box Drive is installed in my host machine. The working folder is Available Offline. The Rockwell programming software Logix Designer is installed in a VMware virtual machine. I can access to my working folder on the host machine from Shared Folder in the virtual machine. The file on Box cloud had four backup versions which were saved in Feb 18. Please refer to the attached image.png.What I did today, I opened that file, modified some logic, and saved it. Then I found all four backups are gone and the two backups are created today! I also noted that the URL of the file is changed. Then I found the file in the Trash. I did not delete it manually. Either Logix Designer did it or Box Drive did it. But this issue never happened on Box Sync. I have used Box Sync for more than ten years. This issue never happened.

Hi Box Support team,   I have tried to use the Metadata Cascade Policy feature, and it appears to not work. I know that the documentation says the cascade does not happen immediately, but even for a small folder tree my templates have not cascaded after 10 hours. Use case: Created a new folder to represent business models, each folder has its own metadata instance of a shared template, and has just 5 subfolders beneath it. In testing, each of the subfolders is empty. Then, metadata cascade policy is enabled by using the Java SDK (https://github.com/box/box-java-sdk/blob/master/doc/folders.md#create-cascade-policy-on-folder) Observed results: Out of 20 folders created, only one folder had all 5 of its subfolders get the metadata cascaded to them. For the others, between 0-4 subfolders will have the metadata cascaded, even after waiting 10 hours. There seems to be no pattern of which subfolders get the metadata cascaded to them successfully. Some help on expectations around this feature

I accidentally delete my active users can you assist me to recover them.<removed personal information><removed personal information><removed personal information>

Hello, I have a user that is not receiving the confirmation email. I have checked our spam logs and confirmed that the email is not being flagged as spam or held by our email client. Please help us resolve this issue. Thank you,Caleb 

I installed box drive 2.27.242 on windows 11 pro 21H2 (build: 22000.978) In the login prompt, I saw no error, then it disappered.  I cannot see box folder in windows explorer.  Box Indicatator at bottom menu bar says " not login" Unistall box, the reinstall it did not help. In the task manager, two box app (blue and grey) and Box.Desktop.UpdateService. How can I fix this?

After clicking "Login" on Box Drive, nothing happens. It does not complete the login.Manually opening `boxauth://` shows a protocol error: "No app associated with this protocol".I already tried:- Reinstalling Box Drive- Deleting AppData\Local\Box- Changing browsers (Chrome/Edge)- Clearing boxauth registryStill stuck in the login loop.Attached: logs and screenshots. Please advise how to restore `boxauth://` or resolve the login flow. 

Dear Sir/Madame, With the new version of Box (version 2.49.249), we are unable to use the quick search feature that we previously used on the desktop. When we use the search tool, a loading (waiting) screen appears, but no results are displayed. The figure below shows the waiting screen that appears when we try to search the documents. This issue does not occur for colleagues who are still using the previous version. However, users who have updated to Box desktop version 2.49.249 are unable to use the document search functionality on the desktop application.How can we resolve this issue for users who are on version 2.49.249? Is there any way to download previous versions? Could anyone please assist us with this problem?

I have an enterprise plus account, with unlimited storage and 15gb file upload limit. I want to share a folder with someone outside my organization so that they can send me large files, well beyond a 10 gb upload limit. I made the shared folder when my account was mistakenly limited to 10gb, after fixing that for myself, my collaborators still are faced with a 10gb upload limit. Does anyone have any detailed info about the relationships between my account upload limits, the folders I make and share, and people outside my organization who are creating box accounts just to send me large files on this shared folder?  Thanks,Jon

Hello Box Community,I found several similar questions on the community, but none seemed to match our exact situation (specifically regarding the deletion and recreation of the Google account). Therefore, I am posting this new question.We are facing a login issue with a user in our organization, and we use Google Workspace.Here is the summary of the problem: A user previously logged into Box using their Google account. This original Google account was deleted. Later, a new Google account was created using the exact same email address. When the user now tries to log in to Box with this new Google account, they receive an error. The error message shown in Japanese is: 「BOXアカウント<mail address>はすでに別のGoogleアカウントに関連づけられています。<mail address>にログインして、この関連付けを解除してから続行してください。」 This translates roughly to: "The Box account <mail address> is already linked to another Google account. Log in to <mail address> and remove the association to continue." The core problem is tha

Good morning - I would like to get in touch with technical support,  the Box Product Support team, or anyone similar who can resolve technical questions. My goal is to merge my former university account with my current personal account in order to retrieve files. I would be willing to get an appropriate service to get the right set of files. Would someone be able to connect me with the right team?