Support Forum

When I try to open a file through a program like Microsoft Word via Box, it tells me I need to download Box Tools. After downloading it, it says it isn’t found. I’ve checked and both Box Edit and Box Local Com Service are enabled and running in the background. I am running though Google Chrome on Windows 11 and I have been unable to find a solution to this problem. I would love some help fixing this!

I created off of the join link provided by my group. Multiple users got access to the files but a couple of us didnt. Why? Is there a way to resolve this or get invited in? 

Hi, I installed Box Drive today as the Box Sync will be obsoleted this year. Then I found this issue. This is my environment setup: Box Drive is installed in my host machine. The working folder is Available Offline. The Rockwell programming software Logix Designer is installed in a VMware virtual machine. I can access to my working folder on the host machine from Shared Folder in the virtual machine. The file on Box cloud had four backup versions which were saved in Feb 18. Please refer to the attached image.png.What I did today, I opened that file, modified some logic, and saved it. Then I found all four backups are gone and the two backups are created today! I also noted that the URL of the file is changed. Then I found the file in the Trash. I did not delete it manually. Either Logix Designer did it or Box Drive did it. But this issue never happened on Box Sync. I have used Box Sync for more than ten years. This issue never happened.

Hi Box Support team,   I have tried to use the Metadata Cascade Policy feature, and it appears to not work. I know that the documentation says the cascade does not happen immediately, but even for a small folder tree my templates have not cascaded after 10 hours. Use case: Created a new folder to represent business models, each folder has its own metadata instance of a shared template, and has just 5 subfolders beneath it. In testing, each of the subfolders is empty. Then, metadata cascade policy is enabled by using the Java SDK (https://github.com/box/box-java-sdk/blob/master/doc/folders.md#create-cascade-policy-on-folder) Observed results: Out of 20 folders created, only one folder had all 5 of its subfolders get the metadata cascaded to them. For the others, between 0-4 subfolders will have the metadata cascaded, even after waiting 10 hours. There seems to be no pattern of which subfolders get the metadata cascaded to them successfully. Some help on expectations around this feature

I accidentally delete my active users can you assist me to recover them.<removed personal information><removed personal information><removed personal information>

Hello, I have a user that is not receiving the confirmation email. I have checked our spam logs and confirmed that the email is not being flagged as spam or held by our email client. Please help us resolve this issue. Thank you,Caleb 

I installed box drive 2.27.242 on windows 11 pro 21H2 (build: 22000.978) In the login prompt, I saw no error, then it disappered.  I cannot see box folder in windows explorer.  Box Indicatator at bottom menu bar says " not login" Unistall box, the reinstall it did not help. In the task manager, two box app (blue and grey) and Box.Desktop.UpdateService. How can I fix this?

After clicking "Login" on Box Drive, nothing happens. It does not complete the login.Manually opening `boxauth://` shows a protocol error: "No app associated with this protocol".I already tried:- Reinstalling Box Drive- Deleting AppData\Local\Box- Changing browsers (Chrome/Edge)- Clearing boxauth registryStill stuck in the login loop.Attached: logs and screenshots. Please advise how to restore `boxauth://` or resolve the login flow. 

Dear Sir/Madame, With the new version of Box (version 2.49.249), we are unable to use the quick search feature that we previously used on the desktop. When we use the search tool, a loading (waiting) screen appears, but no results are displayed. The figure below shows the waiting screen that appears when we try to search the documents. This issue does not occur for colleagues who are still using the previous version. However, users who have updated to Box desktop version 2.49.249 are unable to use the document search functionality on the desktop application.How can we resolve this issue for users who are on version 2.49.249? Is there any way to download previous versions? Could anyone please assist us with this problem?

I have an enterprise plus account, with unlimited storage and 15gb file upload limit. I want to share a folder with someone outside my organization so that they can send me large files, well beyond a 10 gb upload limit. I made the shared folder when my account was mistakenly limited to 10gb, after fixing that for myself, my collaborators still are faced with a 10gb upload limit. Does anyone have any detailed info about the relationships between my account upload limits, the folders I make and share, and people outside my organization who are creating box accounts just to send me large files on this shared folder?  Thanks,Jon

Hello Box Community,I found several similar questions on the community, but none seemed to match our exact situation (specifically regarding the deletion and recreation of the Google account). Therefore, I am posting this new question.We are facing a login issue with a user in our organization, and we use Google Workspace.Here is the summary of the problem: A user previously logged into Box using their Google account. This original Google account was deleted. Later, a new Google account was created using the exact same email address. When the user now tries to log in to Box with this new Google account, they receive an error. The error message shown in Japanese is: 「BOXアカウント<mail address>はすでに別のGoogleアカウントに関連づけられています。<mail address>にログインして、この関連付けを解除してから続行してください。」 This translates roughly to: "The Box account <mail address> is already linked to another Google account. Log in to <mail address> and remove the association to continue." The core problem is tha

Good morning - I would like to get in touch with technical support,  the Box Product Support team, or anyone similar who can resolve technical questions. My goal is to merge my former university account with my current personal account in order to retrieve files. I would be willing to get an appropriate service to get the right set of files. Would someone be able to connect me with the right team?

Several team members are trying to upload new versions of files but are not getting the option when we click the 3 dots. Different files, different people, different days. 

Last week, all the folders in my account disappeared unexpectedly. Does anyone know how I can find out what happened? Also, how can I get in touch with the Box support team for assistance? 

Hi, I just logged into my Box account after a few months of not using it and noticed that all my folders and documents are missing. I did not delete them, and they are not in the trash. My account shows as empty with zero storage used.Could you please advise how I can recover these documents, and who I should contact for help? I really need to get these files back. I posted in the Support Forum” a day ago, but no reply.Thank you for your assistance!

Is there a way to make a sharable link that permits anyone with the link to upload a file, but not to view other files that have been uploaded? It looks like you can assign those permissions when sharing with individual people, but not when generating a link to share out with many. 

Hi-  I need to change my domain in box and to realign users. I need someone in support to contact me.

I am trying to create a file, to which I can share a link with 80+ external users to easily allow them to upload their company’s logo.I’ve tried various setting in creating the link, but can’t seam to get it right.  No one has been successful in uploading any of their logo’s.What is the right way to do this?

Hello team! I can't change the employee's email, but other employees have the same emails in this domain. What could possibly be?

I just completed the Salesforce integration with Box. However, we have many existing client folders that I would like to repurpose as Accounts folders. Is there a way to create the Account association by creating the folder metadata in Salesforce using existing folder IDs in Box. I understand I would need to add the folder Id and account record ID in the meta but am not sure how to see that data in the older box files. Or, if there is a better way to migrate the data, open to all suggestions. Thanks in advance! 

For some reason I can’t access my University’s BOX account and when I try to reset the password it says the reset link was sent to an email that doesn’t exist. The university told me I need to talk to BOX. Please help.

No “new” key to upload

I had a client that asked/required a  2 step verification for a job. The job is done.  But I still have to use the 2 step verification sometimes even when I am not dealing with the old client folder etc. The 2 step ver. is a royal pain, how do I remove it?   Many Thanks in advance.

I am using a free account of Box, which provides me with 10 GB of storage. My account settings show that I have used 1.8 MB of that storage. However, when I try to add a file I get the error in the below screenshot. You can see in bottom right of the background that the file failed to upload because “Account storage limit reached”. How can I solve this issue? It’s severely interfering with a project I’m working on. 

I am trying to retrieve a previous version of a file but receive a server error(Server Error: File versions could not be retrieved)The current version was corrupt and we lost important data