Support Forum

I have used Box without any issues for many years on various devices and have a home setup with MacOS, IoS, Win 10 and now Win 11. I set up a new computer 4 days ago and indavertantly loaded the Box Drive App, instead of Box Sync that is on all devices.I removed the app and reinstalled Box Sync and now I am having multiple issues with strange updating of files and now a red dot on my most important folder.In searching for solutions I now learn that Box Sync is being discontinued at end fo 2026 and users are to transition to Box Drive. I’ve not ready to so that right now...I just want to get Box syncing accurately across all my devices. I’m not a tech pro but long time DIy user, but cannot solve this one.I’m ok with giving Box tech support access to my files to resolve, but don’t know how to do that eitherAny help to resolve this would be appreciated. then I can work out a plan to transfer all myd evices to Box Drive, but I need to get the Synce aurrate before considering that process.T

Are any of you experiencing Box Drive performance issues.  Many of our users are reporting very slow access when using Box Drive.  This is the case whether remote over the VPN or in the office.  This has never happened before.  The version for most is 2.21.202 which I think is the current one. Thanks!

Normal setup: one finder window set to a subfolder, searching for .pngs (or .jpegs, etc)Another finder window showing that same folder. I would use the search results and drag files from the search into the parent folder. This would normally move files. What’s happening instead is it’s copying the files. It leaves the searched images in the subfolder and copies them back a level into the parent folder (or to whatever new location I have). This is unexpected behavior and quite unhelpful to our workflows. I also have an outstanding question on horrible behavior with moving files (it downloads the entire folder BEFORE MOVING and Box has blamed Apple, but this is months now that I’ve been waiting for a fix. I am holding back our company’s computers from Tahoe upgrades because of this behavior.  Please Box, help this and my previous problem!https://envoyplatform.box.com/s/cpbe0qmdnn9juxltkupvfywgnihemc1p

Searching box is a time suck now. Searching the exact file name I am looking for and if it has a number in it, anything with that number comes up. fees first then folders. This changed in the last 2 weeks. It's very complicated to find certain folders now. My team is not happy. Is there a work around. I search 20 times a day and want to keep the same search default  

I upgraded my plan to the Business account and now numerous folders are empty or missing. How can i get this fixed ASAP since numerous people rely on this information and are actively looking for it? 

I am unable to add a user is says cannot add try again (removed image - your image contains user information) 

This seems to be a Tahoe-only issue and am hoping it’s a bug. Usually, i am able to move one folder (not downloaded, “Available online only”) from one place on box drive to another and it happens almost immediately. The contents remain available online only. On the computer that has Tahoe, if i initiate a move of a “Available online Only” folder to another “Available online only” Folder, it first downloads all the contents of that folder first, before moving. This is really detrimental to my workflow. Is anyone else running into this?

Hi,I have a Windows PC with two user profiles. Box Drive works perfectly for one user, but on the second user profile, we are having the following issues: Files can be opened, but they cannot be saved (permission/access errors). No synchronization: Any changes made do not sync to the cloud. No cloud icons: The sync status overlays are missing from the files and folders.  After I click cintinue:The first user on the machine has no issues at all. Why is the second user unable to save or sync files even though they can open them?Thanks.

現在3人だけの利用が、Box上では5人となっていて、5人分のアカウント料を払っています。サービスは3名以上からになっているので、アカウントを3名に減らしたい。Box上では追加しか見当たらないため、減らす方法を教えてください。

It seems like the Box Platform auto-determines the part_size of a chunk during a chunked upload session. Is it possible to modify or specify a desired part_size ? For a trial I did, the part_size was 8Mb when I was uploading a 50Mb file; was 16Mb for a 200Mb file and 32Mb for a 1Gb file. For the network bandwidth that I'm using, a 32Mb chunk is just too large to handle and hence requires multiple resumes of the chunked uploader. A smaller chunk size would be ideal. But I don't see a way to specify it. API reference:"part_size" is one of the response parameters (https://developer.box.com/reference/resources/upload-session/#param-part_size) for a call to "Create upload session" (https://developer.box.com/reference/post-files-upload-sessions/) 

Storage Usage Or File Count In My Account Is Incorrect

Nor can he see the files when I share the link.

Last week I was able to copy/paste images into Box notes. Now I am getting the error message “The image failed to upload. Please try again later.” Has anyone else seen this issue and have a resolution to this?The only way I can get the image into Notes, is by uploading the image into Box then linking that image into the Box Note, which is way too much effort compared to the copy/paste process.

Is there any way to export the data that is collected via Box Form submissions.  It would be helpful to be able to view form responses in aggregate.  

had box for years. basic acct 50gb free (probably why i cant get help). I still create folders and place itme4s in folders on box sync file on desktop. it never syncs and updates, and i cannot sync or update in anyway. so I have new data in folders, but when i go to box account on laptop or phone, i never see any new information, synced. how do i sync or connect accounts to sync. would be so simple to work with live person over the phone and fix.

Hallo zusammen, ich verstehe da was nicht. Ich habe seit Jahren eine Box am laufen, nun habe ich eine neue generiert.Habe die Daten von der alten Box auf die neue geladen.Auf der alten beträgt die Gesamtgrösse des Speichers 6,5 GB. Auf der neuen zeigt es mit über 10 GB an.  Die neue Box habe ich mit einer Neuen Email und Admin User erstellt. Warum ist dies so?? Danke vielmals für euer Feedback LG Oli

I’ve used Google to sign in, so I’ve never created a password, but I want to do that now. Please help.

Box WIndows failed to start. I was unable to access files from Explorer. Navigating to Box.exe and clicking on it started Box. I receved a message that an update was available. Clicking on this I got the message:Box Drive has failed to update to version 2.51.234.Please try to update again or report this issue to us by sending your logs.Your logs have been sent successfully.Then:If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.Clicking”here” takes me to this support Forum. I can’t see how to raise a ticket. I am an individual user, there is no option under “Account “. I have tried uninstalling Box from Windows Settings Apps, but it shows the App as version 2.49.257 but will not let me uninstall it.. I get the message:“The feature you are trying to use is on a network resource that is unavailable”“Click OK to try again or enter an alternate path to a folder containing the insta

Trying to upload a large file that does not exist on box yet and keep getting error 415 no matter what I change. Can anyone see what I messed up in this call?   POST https://upload.box.com/api/2.0/files/upload_sessions/Authorization: Bearer <key removed>User-Agent: libwww-perl/6.34 Content-Length: 85Content-Type: application/json {"folder_id": "0","file_size": "2898786269","file_name": "test_log.zip"}   Looking at the example this should work. Even if I have something wrong error code 415 Unsupported Media Type makes no sense here....  If I try and upload a new version of a existing file using files/fileID/upload_sessions everything works as expected. Just cannot get uploading new files to work.   

Hellosince my payment card has expired I am trying to submit new card details. The system says there is an error without giving me more information and I can't go any further. Can you tell me what the problem is, because I have a payment due and am unable to settle the invoice you've sent. 

Hello,A few of my folders are stuck in “sync pending” and Box is not updating the Modified Date.Could you please run a script to fix this annoying issue?Thank you

I have tried to follow existing instructions to add a new email and then make that one primary. I NEVER get an option to change the second email to primary. Please help.

Please help me recover a deleted user and shared files 

Hello Box Drive will not open PDFs No error message, just flashes, but does not open

I have requested the unlock my account numerous times and I still have not received an email with instructions.