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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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community-managerKnown Participant
asked in Support Forum
My hard drive is completely filled with BOX files

... and changing to online only is not working. What's the fix? Thanks!

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community-managerKnown Participant
asked in Support Forum
Root Owner Transfer

A former employee was the root Owner of our Box account. That needs to be transferred to me. I have read various posts plus the manual, and it's still clear as mud to me how to accomplish this. I am still in touch with this former owner, but he has not accessed Box in years and does not remember any of his credentials.  What are my options?

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community-managerKnown Participant
asked in Support Forum
Change individual account to developer

hi everyone  I am tring to change my individual account to developer account, I belive that i tried everything without sucess. Follow a step by step of my atenpts. When I go to developer console appers a msg tell me to sign up with developer accout, and I click on "Lear More", I try to follow everything that says in the article When I go on Developer portal, I have two options "Get Started" or "Go to dev console" if I click on "Get Started" is just a tutorial and if I click on "Go to dev console", I just redirect to a page that ask me if I am a part of box corporate, i click "no" and go to normal login page If I go to Developer Sign Up Page, ask me to create a new user If i try put my email, says that already taken

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community-managerKnown Participant
asked in Support Forum
Box Sign - "having trouble processing your document"

We're having some instances where Box users internal to our network are getting an error when clicking email links to complete Box Sign requests. Any guidance as to possible cause? Thank you!

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community-managerKnown Participant
asked in Support Forum
(1) shared links Grid view thumbnails not displaying unless logged in (2) Audio file thumbnails not displaying

Hello, (1) When opening a shared link in a web browser, the thumbnails do not show in the grid view for any files (just the standard stock image of the file type) unless I login to my box account then the thumbnails start to appear. Is this by design? Or is there a setting I am missing to show thumbnails on shared links without the need to be logged in?   (2) Audio thumbnails don't seem to be working in either case.  The audio files have an embedded cover within the file but only the stock audio file type image shows in the grid view and thus no thumbnail present either when previewing. Thanks.

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community-managerKnown Participant
asked in Support Forum
Password reset not working

Hello, I'm unable to received my password reset email. It's not in my spam folder either Please assist. Thank you.

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community-managerKnown Participant
asked in Support Forum
Preview does not load and file(s) cannot be downloaded

It seems and old problem has reared its ugly head again. I am have problems any links sent to me yet other people do not seem to have the same problem. Can you help resolve this?

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community-managerKnown Participant
asked in Support Forum
Box and Salesforce Integration Error Apex Code

I'm seeing "A Component Error has Occured!" message when I'm trying to edit a page in the Lightning App Builder."message: Uncaught Error in $A.getCallback() [Unexpected end of JSON input]Callback failed: apex://box.UIElementController/ACTION$downscopeToken"Component Descriptormarkup://box:UIElementUploadFilenamehttps://d4r000001w40muas.lightning.force.com/flexipageEditor/components/box/UIElementUpload.jsFunctionObject.evalLine 41 Column 37Stack TraceObject.eval()@https://d4r000001w40muas.lightning.force.com/flexipageEditor/components/box/UIElementUpload.js:41:37

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community-managerKnown Participant
asked in Support Forum
Error Loading Python DLL with Box Shuttle on Windows Server 2008 R2

Dear Box Support Team, I am writing to request assistance with an issue we've encountered while trying to use Box Shuttle for data migration from our server to Box. Problem Overview: We are attempting to migrate data and metadata from SharePoint running on Windows Server 2008 R2 to Box using the Box Shuttle application. During the installation process of Box Shuttle, we encountered a fatal error that is preventing us from proceeding. The error message reads as follows: Fatal error detectedError loading Python DLL 'C:\Program Files (x86)\Box\Box Shuttle\python39.dll'.LoadLibrary: The specified module could not be found.

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community-managerKnown Participant
asked in Support Forum
Force delay sync

Hi, Is there any possibility to delay the syncronization process when a new file is created or file modified by a time period, such as 60 seconds?

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community-managerKnown Participant
asked in Support Forum
Preview in Embed Widget Not Working in Safari

Can see files in folder but cannot preview them using Safari Version 16.4 (18615.1.26.11.23). Works in Firefox and Chrome. I'm using the latest embed widget. They were previously showing and I've done nothing to the embed code or the files. Constant rotating circle or the message "We’re sorry, the preview didn’t load. Please refresh the page." Refreshing doesn't work. Any help would be appreciated. 

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community-managerKnown Participant
asked in Support Forum
I cannot make the payment to upgrade my plan.

I have tried to pay with different debit cards and the payment is not processed.

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community-managerKnown Participant
asked in Support Forum
Resolve Comments in Box

Hi, we have a team collaborating on a document. It's anticipated to go through many review rounds, so I'd like to mark comments as resolved for reference in the Activity tab as they are addressed (not delete them entirely). However, I'm not seeing an option. Can someone advise on how to do this?

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community-managerKnown Participant
asked in Support Forum
Unable to Upload Files / Tasks Error Message

Despite having more than 30% of space available, we are receiving errors that we are unable to upload files because we are "out of storage space".  Additionally, our Tasks List will not load and members are receiving error messages.  Our company is unable to run day to day operations without Box, so needless to say this has been an major issue over the past 24 hours. 

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community-managerKnown Participant
asked in Support Forum
Want to make links in excel that will open pdf in shared dive

Hello. My desired task is as follows. 1. I have an excel sheet with names of documents (E.g. WPS1, WPS2, WPS3 and so on). This excel sheet is stored in shared drive in BOX. 2. I have another shared BOX folder with the pdf of the documents. (E.g. WPS1.pdf, WPS2.pdf, WPS3.pdf and so on). 3. I want to prepare a clickable link in excel sheet so that it opens the pdf in shared drive.   Please help.  

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community-managerKnown Participant
asked in Support Forum
Help Recovering Files

Hi! I deleted a user <data redacted>and I lost all of his files, which I need access to desparately today.

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community-managerKnown Participant
asked in Support Forum
Lost File

Hello! I use to work everyday with a couple of files, actually I worked with them on Friday, and today, when I was trying access them they had just disappeared, it is a shared file and nobody knows anything about it, is there a chance to track where it went? Thanks in advance for your help!

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community-managerKnown Participant
asked in Support Forum
Change Domain in my account

I need to change the domain in my account as it will not let me change my email address associated with the account. It says "To add or modify domains in your account, contact support to open a ticket" but you cannot open a ticket nor is there any way to contact support. Help!

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community-managerKnown Participant
asked in Support Forum
Invalid Email Address

Hello,  I am trying to update a user's email address, but get the error "Invalid email address". Can a support ticket be created? Thanks, Padraig

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community-managerKnown Participant
asked in Support Forum
Storage is full - but it shouldn't be

Hi, My storage says it is full @10/10gb when it's not. It does not reduce on clearing files. Need this resolved urgently as box is crucial in work. Can someone please help? Thanks Account ID 21070819709

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community-managerKnown Participant
asked in Support Forum
I cannot access shared files

Hello, I receive the following message "This shared file or folder link has been removed or is unavailable to you".  Thanks for your help.  Bertrand

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community-managerKnown Participant
asked in Support Forum
Please tell me how to register external users.

Please tell me how to use it. When you register as a new user, you will be registered as an administrator user. I want to register as an external user. Even if you delete the administrator user and try again, it will be registered as an administrator user again. Please tell me how to register as a new external user.

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community-managerKnown Participant
asked in Support Forum
Locating files/indexing Not Working

The Box Search is not pulling up any files by keyword search. Is there a way to trigger an indexing so that the contents of my files are searchable within the box website? 

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community-managerKnown Participant
asked in Support Forum
Unable to log in

I'm trying to log in with my account but it gives me an error saying "Invalid code" when I enter my Authentication Code.

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community-managerKnown Participant
asked in Support Forum
zipped files

Zip compression is still causing Box downloads to fail for any large folders. Its practically unusable. We have been trying for a MONTH to download 1TB of data. Box has cost us and the US govenment an entire project. If there is anything you can do to assist us with downloading our vital humanitarian data please help. We just need the data. 

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