Support Forum

Hi, I have a directory that has been shared with internal and external users. The files in the directory show they were accessed by external users, but when I run the "User Activity Report" it does not show this. It shows no activity for all of January. My manager is asking me to generate a report listing all external users who accessed the directory's files, but it seems impossible for me to do. Thanks, Matt.

Hello, We are having an issue where sometimes when a document is saved, it ends up creating a duplicate document that is named "Copy of [Document Name]". We only have one person at a time working on the document as the files get locked. Someone will open the file, make changes, save it, and then a duplicate file somehow gets made.   Is there any issue with having one person viewing the locked file while the person editing it makes changes and saves the file? Would that cause any issues?   We haven't been able to replicate this issue consistently, but we are not using the "Save As" function, the changes are being made, and then the "Save" function is being used and then the file is closed which at that point, unlocks the file.   Appreciate any help with this! Thanks!    

I am a longtime, satisfied user with Personal Pro account, which has always been exactly what I needed.  However, for an upcoming event, I need to be able to provide a number of people with Uploader/Viewer access, but only for 24 hours.  I will likely never need to provide that level of access again again.  Is there any way to upgrade for a very limited time, then return to my Personal Pro account?  I don't want to pay for something I won't use again. Thanks.

I have deleted lots of folders and emptied my trash yet it states I am at 9.9 gb, which is waaaayyyyy too high for what I have in my folders. Would someone please resolve this issue for me? Thanks.

I have an authorized JWT custom application and have set it up in Python using boxsdk. The client is setting up successfully.  config = JWTAuth.from_settings_file("037382_gcdbvz1l_config.json")client = Client(config)   I am attempting to GET a file that exists in a folder within my organization using the below code. file = client.file(file_id).get() # Download the file content.with open(file.name, 'wb') as f:    file.download_to(f) And get the following error: BoxAPIException: Message: Not Found Status: 404 Code: not_found Request ID: s6u9mfhp9hi1nund   The file ID exists. What steps am I missing to get this file accesss?    

We need to downgrade a user in our network to only access a collaborator folder and to save $300 a year. But Box support is saying we have to delete the account. I am hesitant to do that to see what that process looks like.

Hi, how can I sync with Box my Downloads folder on my MacBook pro, i'm trying with BoxSync but it doesn't allow to do it ?

Hello. I am having issues creating folder share links. only 5% of my folders are able to create a share link. They were working up until about a week ago. I have reinstalled twice, went through registry edits, and nothing has worked.

Storage is full but it isn't

Trying to log in from Sage Intacct via Cloud Storage.  Receiving the following message.  I have cleared browser, I can log into Box.com with no issues and have searched the web and support.  Can someone help? There seems to be a problem with this app. Don't worry, your files are perfectly safe. Get in touch with Box support to get assistance with this app. We're here to help. Error: invalid_client  Show Error Details response_type=code redirect_uri=https://www-p01.intacct.com/ia/acct/deliveryservice.phtml state=authenticated client_id=0

Box Drive latest version on my Mac can't start with py2app error. When running Box app in the terminal, it splits out this error: Traceback (most recent call last):   File "/Applications/Box.app/Contents/Resources/__boot__.py", line 161, in <module>     _run()   File "/Applications/Box.app/Contents/Resources/__boot__.py", line 84, in _run     exec(compile(source, path, "exec"), globals(), globals())   File "/Applications/Box.app/Contents/Resources/bfd_main.py", line 11, in <module>     from box.patch import ctype_util_patch   File "box/patch/ctype_util_patch.pyc", line 11, in <module>   File "desktop_utils/os_utils.pyc", line 7, in <module>   File "_distutils_hack/__init__.pyc", line 88, in create_module   File "importlib/__init__.pyc", line 126, in import_module   File "setuptools/__init__.pyc", line 10, in <module>   File "_distutils_hack/__init__.pyc", line 88, in create_module   File "importlib/__init__.pyc", line 126, in import_module ModuleNotFoundEr

Hi,I'm using Box sync and have a number of folders on my computer that show the Box Sync red dot icon and right clicking on them shows the "Cannot Sync - Problem Item" error.Normally this happens after I unsync a folder. If I dig down into these folders there are some files that remain and show the same box  error message. I've tried resyncing and unsyncing these folders without success. How do I reset Box (without reinstalling Box Sync) so these folders do not have sync errors?

I need to remove myself as owner of the account and add a different employee on. I also need to remove some users and add different ones. 

well once again, i need my storage use to be updated.  at Box team: dont you want to fix that problem that has been here forever??

When I click on the embedded link it states "access denied" - Coaches Corner / Follow UP Coaching resources.  

I did a test on Friday, creating a link set to expire Sunday and sent it to my personal email address. This morning I’m still able to access the link from my personal email account.

I use Box Drive on my Mac, specifically large folders which I have marked as "Make Available Offline". These usually have around 20-30K+ files in them, and have been synced completely, showing a green tick mark. However, anytime I restart my computer or even change the internet connection, they will proceed to begin the downloading process again to 're-sync' the files that were already available. This takes hours and makes my files unusable until the process has been completed (for the second/third/tenth etc. time!). I found a forum on this from two years ago which has been closed, with no input on why this happens or how to make it stop. I've already recently reset Box Drive and it just keeps happening. Any advice to make this constant re-download of files stop would be great.

All my files are missing from out my folders.  How do I recover them?

Cant add a user to box. used to be able to invite users to an enterprise account, also used to be able to switch to old ui and it would work but i dont see the old ui option anymore.

The user is designated as co-owner, but cannot add folders after the upgrade. When we shared folders as personal accounts, it was never a problem. Error reads: "There is a problem completing your request. Please try again."  ...which is not helpful

We use Okta for Active Directory integration.  I've enabled a user in Okta, and tried to add the user to Managed Users in Box Enterprise, and get the error "user is with another enterprise"

Hi Box Support and Members of the CommunityI am unable to load or create new Relays after removing a folder that was in the previously created relay.Please advise.ThanksKateryna

How do I get a user moved out from one enterprise to another without losing the files and shares? I'm trying to add a user that has a legacy account elsewhere (where the enterprise adds less value).

I have a template with some checkboxes on it. (In this case it's a simple W9 form that I put textbox and checkboxes on top of the fields that need to be filled out). I'm using an API call to pre-populate the data to speed up an internal process. If I make a checkbox "read only" (which also makes it required, which I really dont like), then there isn't a problem if I pass a FALSE value to that checkbox. As soon as I set the value to TRUE and try to submit it, I get a red message flashing about an error occuring. Again, it's only the specific case when I prepopulate a TRUE "checkbox_value" via the API and the "read-only" below is checked. If I take the "read only" off but keep it required, it's also fine.    I don't want users to be able to edit anything on my form. I want everything pre-populated (so the w9 is totally the same as the data we have). But in order to not get an error for the checkboxes I basically have to make them NOT read-only, which means people can change them.   As a

Dear technical support group, pls help to resolve, i cant use box on my desktop now because of this. Thanks