Support Forum

Dear Support Team  All of our folders in Box have disappeared. They have not gone into the trash, no admin access has been removed and we have not done anything besides log onto the platform when these files disappeared. Please help. 

We are on the Enterprise trial and will have 2 folder hosted in the US zone and a 3rd in the German zone.Can I set that in the trial or do we need to wait until we are on the paid plan and turn on Zones? Thanks, David

I used to be able to sync Box with my QNAP TS-119 NAS. Now for some reason it keeps failing with error: "Cloud Storage authentication failed." I tried to re-establish authentication, thinking maybe I forgot password or login and had changed it or something. But I can log in, upload/download files on the web fine with the same credentials. Has something changed with Box that QNAS authentication is not aware of?  

Hello, I am working through linking Microsoft Migration Manager to my Box account (in preparation for migrating data to SharePoint online). I am having issues with the Custom App required for this setup process.  While working with Microsoft support, they requested that I delete the Custom App and try restarting the entire process, but the admin console is now giving me the option to delete the Custom App. Can you please assist me in removing this custom app?  I can provide the client ID for the Custom App upon request, but will not supply it via this public forum post. 

it says my storage had reached the limit, I deleted a large number of files but amount does not change.  I'd manually sum up the storage space, and it should be 27GB, instead of over-the-limit of 50GB. Thanks.

Please fix this, or at least point to the readily accessible solution of switching to the old admin experience to sent the user an invite.  <rant> This answer should be able to be found in the documentation and forum posts.  Instead, one wades through post after post that has the response "I made you a ticket" or "it looks like your problem is solved" instead of a useful response that points to the solution.  Perhaps just delete or hide these old posts that contain no helpful information and simply serve to obfuscate a solution that is within reach? I dare say, this must be an issue for virtually every single onboarding.  Someone will have used Box with an external collaborator, or tested Box themselves, before the company as a whole is onboarded.  The forums are full of people asking how to invite a user to an enterprise when they already have a personal Box account registered to their work address.  Please consider each one of these forum posts as a vote to bump up the issue in

My box reports 8.4 GB of 10.0 GB used even after deleting all files and folders along with emptying the trash. Would you please be able to help me? Thanks

good day. I am getting an error uploading a 450mb, while I have a 10 gb upload limit. What am I missing?

My box is empty but says I use 7.8 GB. Please run the script on my account. Kind Regards.

We purchase Box (for the sole purpose of the NetSuite integration) and have received this error when trying to setup the Default folder for a record: "There was an issue with the Box SuiteApp. Please refresh and try again. If the problem persists contact your NetSuite Administrator" What must be done to solve the issue?

Hello- I accidentally placed an expiration on a link.   How do I go about changing it to not expire?  

Hi, I've deleted many large files, but the storage still says its FULL. I believe the web page doesn't refresh after I deleted files and still forces me to upgrade to purchase more space. I have deleted all last years and large recent files, it still won't let me download files onto it. Something is wrong

Need script run to correct all the file counts in folders across entire account... how can this get taken care of? 

hi Can I get support in recovering a collaboration folder that I deleted accidentally from the drive? I cannot see it in the Trash folder I am using individual plan. Appreciate your help. Thanks a lot.

I would like to view a folder shared with another company, but when I try to access it, I receive an error message saying, 'This shared file or folder link has been deleted or is inaccessible.' Other people within my company can view the folder without any issues, and sharing seems to work fine. Can you please explain the reason for this?

Never used box.com before. Got invited through collaboration link and made an account linked to gmail, I assume as an external collaborator. I'm just a regular person who wants to access a document for work. The folder owner says I still appear as invited. The collaboration folder does not appear on my account anywhere. I looked through the community for similar questions and found: -set up 2FA - I did, nothing happened -click a link to open a ticket - apparently there is no longer customer support (at least for free accounts) so I get redirected to community -click all files > pending invitations panel - there is no pending invitations panel -ask them for a new collaboration invite - pending Any help appreciated, thank you

Sync is not working...   Box message with this info when Box Drive starts: a javascript error occurred in the main process Uncaught exception: Error: UNKNOWN: unknown error, lstat '<my box path>' I tried restarting Box drive but i get the same error every time

Every time I try to log in I'm immediately taken the the 2 Factor Authentication window.  A message says a code has been sent to my authentication app, but nothing is there when I check the app.  

Hello, I uploaded a number of documents to a loan officer at a bank I'm doing business with, but I don't see those files anymore or indication that they were uploaded.  When the other party captures files and I no longer able to see them? Paul

I want my $540 reversed right now This is ridiculous I closed my card and my account. <data redacted>

Hi, my financial department ask for your IBAN according to new rules. I don't know how to do to join somebody. Could you please help me ? thank you in advance. Nathalie Vaulot MSC Assurance.

My box reports 9.4 GB of 10.0 GB used even after deleting almost all files and folders along with emptying the trash. Please reset. Thanks

My Storage is incorrectly showing as full despite empty trash bin and current files and folders occupying about half of total storage. I'm unable to add files to storage despite multiple file removel. Please help. What can I do to 'reset' or set storage to it correct value?

I cancelled while overwriting data and then deleted more.No data is left in the trash and cannot be restored.Is there any way to restore the data?

Hi all,  Tried turning on SSO yesterday with EntraID Enterprise Application for Box and Box Business Account settings. We were hoping to leverage Token Encryption, and so we uploaded the cert to EntraID and also Box. It's been stuck at the Status: Awaiting file connection for ~24 hours now. We were hoping we'd get some kind of response or an error message. Can anyone help shed some light on any of the lack of connection, where to find error messages, or how to restart the process if something was misconfigured? thanks in advance!