Support Forum

Hi,  I am having an issue adding a new user to our enterprise account. It says "Email already used in box account but not associated with an enterprise." This user deleted her account today and no longer has an account. I was on a screen share with her while she did it. Can we please get assistance?   Thank you 

I didn’t authorize payment for any plan, the was connection problems, I didn’t even get an email of purchasing any product from you. Please refund my $208.8, please

The Box search function appears to be non-functioning again. Either get "Sorry, there was an error performing the search" or "Unable to complete search, unknown error occured" or "Unable to complete, search has timed out"

I can't upload to Box--it says I've exceeded my plan, but I just upgraded my plan so why am I not able to upload my files?

I have added a new user who is not getting my verification email. We have checked spam.  

"Open with ACAD Application" option is not available, nor any other "open with" options. Only "Upload New Version" is available.

Hi There, We have 3 users who are unable to receive any emails from box since last week.  We have thoroughly checked on our end and made sure there is nothing blocking them from our side. The emails are not even hitting our servers. Can you please check if they are in bounced/suppression list? Please reach out to me ASAP so i can provide you the email addresses of those users.  Kindly treat this case as urgent! Thank you!

Hi. I am trying to transfer the Admin role on the account to another user but I get the message: You do not have permission to confirm this administrator transfer.You may not confirm the administrator transfer. Please log out and try again after logging in as the administrator. Please advise. Thanks.

Every time any of our team amends a document in Box recently, we get a message saying "Unable to upload changes to [    ] due to insufficient permissions. Please close the file and your changes will be saved as a copy. Move this copy to a folder that you own to upload it to Box. We are all co-owners so this makes no sense. How do we resolve this?

I am having the issue that when I drop or upload files into Box.com that it will change some of my files name or result in them not uploading them from all one folder that I am trying to upload. I will then have to drag each one and hope that the file name stays the same. If the file name doesn't stay the same, I have to copy and paste the name from my original file on my desktop. Why is this happening? Thank you. 

I am an enterprise customer on a trial. I see no option to open a ticket when I click the link provided. Further, there is no option on my admin console to create at ticket. When I finally found the link on this community page, it redirected and takes me to an engine to search support articles. I have called Support who was no help, and emailed support as well- They have not created a ticket. This is a ridiculous issue. If I can't call into this company or at minimum create a ticket during my trial of enterprise software with this company while I debate spending thousands of dollars a year on their software, then this company should be totally overhauled. Their market cap will not last. 

Why do I occasionally get information about particular users who download my files, but most of the time my email notifications just say "Someone" downloaded (filename/folder)?

I need customer support, my box drive is not updating. I have uninstalled and re-installed several times. I have restarted my mac as well. 

Please run a script on my account. It says my account is almost full, but I have deleted almost everything. Thank you.

I am receiving a failed installation of the Box Drive on my new MacBook Pro.  I see in the community, that many people are getting the same error.  Is there a solution?

Hello, a couple of users in our organization have recently had issues with some excel files that are stored on Box opening much slower than usual. These files are moderately large, around 7MB, but what used to take around 10 seconds to open now take 1-2 minutes. When the same files are downloaded and opened locally, they open as usual.

Hi, I see that I am not alone in this request and that certain users has been suggesting/asking about this feature for years now. My company uses a Canon ImageRunner Advance DX C359if. Normally, we scan and email files from a Google account that we setup specifically for the scanner/printer (Copy@companyname.com) and send it from there to our individual work email accounts, and as it is not physically hooked up to any computer, the scan to desktop solution is not an option. This method is not only overly circuitous but less secure than I would like. The ImageRunner has an option for scan to folder but it is directed at a specific IP address. Is there STILL no way to get these files from the scanner/printer directly on to Box??

Hello All, We're coming across an issue where when we scan from a printer and save as a PDF on a folder within a Box Drive folder that was just created, called "Scans", the file is being saved as 0 KB and cannot be opened (see image below). If we save it to the Desktop (highlighted in blue below), it will have the correct file size and can be copied over to the Box Drive's Scans folder that was created. This happens consistently when saving directly to the "Scans" folder within Box Drive. We even tried saving it as an image instead of a PDF and it produced the same result. We also tried setting the "Scans" folder to "Make Available Offline" but this did not work either. As a note: The computer is running Windows 10 x64 and the user has full access and can write to the "Scans" folder since they were the ones who created it in the first place. We have tried both the "HP Smart" application as well as the Windows "Scan" application, and all applications including Box Drive are up-to-date.

I receive several box emails per my individual notification settings and the Enterprise notification settings, yet I just updated a particular folder setting to receive emails anytime an item is uploaded and this is not working. We tested it within the office, but I'm not getting the notifications. All help is appreciated!

Can you please fix the used space. It shows 8GB used while in reality it is 6GB.

Hello. I need to set up a new authenticator app because I got a new phone. when I click on the get a new QR code it just hangs. I also cannot seem to generate new backup codes (it says there was an error) and I also cannot seem to use any other kind of 2-factor authentication method (like sending a text) it says the phone number is invalid even though I put in the same number associated with the account and it says the email is invalid, even though I'm not even doing anything there and presumably it's just sending an email to the address already associated with the account. Please help. Thanks.

Why some folders and files fail to download??

User will not log in on Browser. Cannot find files, and will perform a log in loop

I just opened an account, I selected 3 users only need one. How can I change and get refund?  

Box folder https://ibm.ent.box.com/s/53y8qt1cdazjp4tv9s2lhnemtr48bqhd Can you please make me the owner.