Support Forum

I was sold Box and my account rep has since went MIA. I got a company expecting to go live and have a few issues I really need help resolving.  Finder options not working Assistance with Restricted Data detection and access policy Main domain change from inertiaenterprises to inertia  My understanding is Finder on a MacBook should be able to provide options to create new documents directly within Finder. I have found the toggle within settings to enable Finder Extension.. but it disables itself automatically. I have no idea how to troubleshoot further.  I want to restrict access to specifically classified files, the best I can make happen using shield is a detection rule which kicks the user from the system.. there has to be a better way. Either, dont show the files if you dont meet the access criteria, or prevent it from opening, something? For context, I have classification labels and I am using a detection rule to say if a file is classified as “x” then check if the user has a speci

Hi,I recently had problems with the transition from Box Sync to Box Drive, this meant that 514 files were not synced in the cloud.when Box Drive updated and uninstalled Box Sync, those files were added to an ‘Archived - Box Sync’ folder and therefore not synced.not that I have moved that folder into the synced folder I have duplicate folders and files.  I want to merge them but how do i do this while deleting the oldest duplicate version? Thank in advance for nay help

It appears that a user somehow deleted files exactly one month ago. I do not see any of those files in our Trash, and I am concerned that they may already be permanently deleted. How do I restore these ASAP? Please help! Thank you!

Im no longer unable to share links as of today, that makes box 0 useful  Fix it !!

I had 2-factor authentication enabled and chose to be sent a text message with a code to allow access. Recently, I have not been sent a text or prompted to enter a code. I attempted to disable 2FA and reenable it with a new authentication method. Even after doing this, I was not provided with a prompt for a code to log on 

One of our customers doesn’t have access anymore to the project nor can she reset her password for two days. She doesn’t receive the emails. Can anyone check on the ticket I send?Case: #3567626 Thanks in advance

## Environment- **macOS**: Apple Silicon (M-series)- **Workflow**: MATLAB accessing (FieldTrip) functions stored in Box Drive (cloud-only / streaming mode)---## ProblemAfter restart, Box Drive causes `fileproviderd` to use high amount of CPU (100%) that makes **all Finder file operations hang indefinitely** — including copy/paste, and any application (e.g. MATLAB) that reads files stored in Box Drive.---## My guess `streem` (Box's internal sync engine) launching with `--folder-prefetch-depth 1`, might cause it to enumerate all folders at startup, which might flood `fileproviderd` with dozens of enumerator requests per second. ## Terminal Diagnostics(base) ***@mac ~ % log stream --predicate 'process == "fileproviderd" AND eventMessage CONTAINS "box"' --level defaultFiltering the log data using "process == "fileproviderd" AND composedMessage CONTAINS "box""Timestamp Thread Type Activity PID TTL2026-04-13 22:15: [removed by moderator] 0x4b850 Default 0x0 1380 0 fileproviderd: (Foundation)

Hello,It has been a few years since Windows 11 is widely used, but since at least 3 years that I am using box.com for work on my Windows 11 laptop, every time I need to do anything box related with file that I have on box, via Windows File explorer and Box.com integration, I always need to right click a file once to see normal (modern? I guess) context menu of a file, and then click “Show more options” to see “old skool” context menu, and Box.com shortcuts are only available there. I’ve experienced many apps that embraced the change, and made their app’s shortcuts also available in the “modern” context menu of a file in Windows Explorer (take NanaZip for example). But Box.com didn’t. Box.com shortucts remain available only from old style context menu, which requires an extra step from a user to get access to them. It bothers me. How can I make a feautre request? If anyone experiences the same issue, please drop a note, maybe Box.com would hear us and finally add this. Thank you for

I am trying to link a different email address so that I can make it the primary. However, I get an error message saying there was an error wile trying to add [removed by moderator] to your account. It doesn't matter what email address I try to use, it gives the same error.

Hi team,My work group is on an Enterprise plan but several members are receiving “Account storage limit reached” error messages when trying to upload files. Any ideas how to fix this? 

We are currently unable to access our folders in Box.com today. When opening Box, the page loads but displays the message: “Oops! We can’t seem to find the page you’re looking for.”The issue appears to affect folder access, and the Collections section also shows “Failed to load Collections.” We are unable to proceed with accessing the required files and folders for our work.Kindly check if there is an ongoing Box.com service issue or account/folder access problem. it was working earlier about 7:30pm EST. but now when im validating through the shared link, im getting this error. 

The last update has caused no end of troubles for us.  When we click on the Name to organize A-Z or Z-A it only works part of the time.  When we try to copy a group of folders from one file to another, half the docuements don’t get moved.  Is anyone else having the same issues?Why move the back button?

Hi, I have 3 folders that I am an “editor” on. The “owner” of each of these 3 folders has since left our firm and no longer has access to the email address associated with his box account so he is unable to login to his box.com account and give me “owner” access. Additionally, my box account is not associated with a company/admin account, so there’s no one internally at our company who can help with this. How can I get myself as the “owner” of these client folders?

BOXのアプリをインストールして、エクスプローラーでBOX内のフォルダを開いてデスクトップからデータをドラッグ＆ドロップでアップロードするとデスクトップの元データが消えて移動になってしまいます。本当はデスクトップとBOXとでそれぞれ同じデータが残るようにコピーとしてアップロードしたいのですができません。どこの設定を変更したらいいのでしょうか？教えてください。 動作環境はWindows11です。

Hello, Our company is undergoing an industry accreditation audit that requires our files be backed up in more than one place. We currently use Box as our only file storage.  What is the best way to automatically back up our Box data on a schedule to another cloud provider (currently looking at Azure Blob storage but would consider an AWS option). In my search thus far, I don't see much information regarding getting information OUT of box for this purpose. Can someone help with ideas? Thanks in advance.

メールで送られてきた資料のダウンロード先URLを開いても、お探しのページを見つかりません。と表記され、過去に提出した資料等も消えています。 確認方法を教えてください。  

Hi I'm an admin in Box for where I work I was trying to create 3 accounts (We have enough licenses) I created 2 OK the third I got an exclamation mark next to the email address with the following error - Email already used in a box account but not associated with an enterprise - I searched the email address but couldn't find an account 

In order to avoid uploading files not to be shared with others, I’m looking for how to set a confirmation screen or comments to double checking what I’m going to share before file upload.

I use Box through my work to view media files.  A colleague from an external organisation has sent me an invitation to collaborate on a folder.  I’ve received an email with a link but when I click the link it wants me to sign up to a new box account. If I sign into my existing account via the link there is no folder showing, there are no pending invitations and in fact I cannot even see any reference to shared files anywhere. This is an extremely time sensitive matter (as in needs resolved now) required for court proceedings.

Hi, I’m using Box to display some assets but the preview only seems to show these for assets under 500 MB. Is there a way this setting can be changed so that all thumbnail previews are showing? Thanks.

I deleted file on May 4, 2026 and restored file on May 5, 2026 but it seemed the restored file arn’t fully restore. They appear only the folder but what within the folder are fully disappear and I set the file to be automated deleted for 30 days.My capacity is not full anymore. Please help with this issue.

Excuse me!I’ve had a problem with BOX reset. Is there a way or any instruction that can help me cancel this action. I’ve got stuck with this status for 2 hours after exiting BOX for unintentionally command synchronizing of other folders, which contains more than 300GB data.

I am a Mac used, and regularly search my Box folders via the search function in the Box Drive application. I use a keyboard shortcut to summon the search bar, but this appears to have a mind of its own - it often defaults to opening in a different space from the one on which I’m working, and is not easily movable between spaces (or monitors). Any suggestions on how to default opening the search bar in the current working space or monitor would be incredibly helpful.

Hi! I am trying to figure out why my files are syncing. Every time I try to sync it, it says “failed to sync, box server too busy”. I even uninstalled box sync and re-downloaded it but it still doesn’t work. It’s been like this for 5 days and I don’t know how to fix it.  Does anyone know how to fix this issue? Thank you!

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