Support Forum

After restoring my computer from a back up, box was not working on my desktop verison. I am trying to download the desktop version on my Mac, I followed these instructions and it is still not working, https://docs.box.com/en/box-drive/getting-started-with-box-drive/uninstalling-box-driveI successfully reinstalled it but when I try to launch the desktop app it says:“Box Drive has failed to update to version 2.52.312.Please try to update again or report this issue to us by sending your logs.”I sent the logs but then doesn’t let me contact anyone. Has anyone experienced something similar? Help please :)

The folder in AppData is out of control.I delete it, but appears in the next day.I have 50gb plan210 gb of logs is crazy

Box Drive crashes on startup and reports "Box Drive cannot use the specified location. Make sure you have write access to the folder." I have already uninstalled and reinstalled the latest version, restarted Windows, and previously submitted the Box logs. I can sign in to app.box.com, but Box Drive will not initialize correctly.

I need to backup all my file from QNAP to BOX using HBS 3 , but there is a limitation of 1TB storage, even if I have an unlimited storage plan. Do you know solve it ?

Hi Box, Hope you are all doing well today. As per box.com all my files are sync. Same on my notebook all files/folders have a green tick. But under setting gear it shows 248 items and 19 (blocked items); total 267 items have an error update. Snapshots attached. Hit "retry all" but no fix. Same problem. The files that fail to update write: “the original files was deleted on box. Suggestion: make a copy of your file and delete the original”. But the problem as per attached snapshot is that I cannot see the names of these (267 error updating) files in order to go and correct and follow the instructions. So how do we get rid of this error? How do we fix this?  Thank you in advance. Best Rgds, MK

Where can I get a 17a-4 letter as a broker dealer?  I can’t find anyone to speak with

Hi everyone,Last night while uploading data ~11.9TB(this month) we received an in-app notification that we've exceeded Box's monthly bandwidth limit, with a link to the "Understanding Box Bandwidth Limits" article. Our plan is listed as having no storage limit, so we were under the impression we could upload any amount of data - this was actually the key factor in our decision to use Box.I have a few questions:What is the actual monthly bandwidth limit for our account? Now that we've exceeded it, how much will our upload/download speed be throttled? Is there a specific reduced speed, or does it vary? When exactly does the limit reset, and does our usage carry over? Is there a way to view our current bandwidth usage against the limit in the admin console?For context, we upload a high volume of files regularly, so understanding these limits is important for planning. Any clarification - or guidance on who to contact to discuss our specific plan - would be much appreciated.

I need to edit a file that is locked. How can I determine who locked it so that I can ask them to unlock it? 

A spreadsheet that was previously accessible to users in both excel and Gsheets now only has the option to open in MS excel. It’s not locked and collaborators all have Google accounts connected to Box. I’m not sure how to get this back to being available in Gsheets and Excel.Thanks in advance for your help!

When I go to a PDF file with a password in a box from the website, the following message appears. Is it possible to change this message only for the PDF file in question? The message “The preview could not be loaded because the document may be protected. Please open or download the file to view it.”   （I hope this is coming across well since it is an automatic translation from Japanese to English.）  

Myself and the main collaborator for our Box account are trying to share box folders with a new employee and it says pending invite in box, however, she is not receiving the invite in her email

Hi Teams,We have a service account for saving files, and the size of each file is less than 100MB.But we found our BOX Storage was wrong. Up to now is 99.2GB.Could you help to run the script for our service account. [removed by moderator] Thanks

I am subscribed to the Business plan, which is advertised as including unlimited storage. However, when I tried to upload a file today, I received the following error and was unable to complete the upload:"Running out of storage space? Your current account can store up to 28.4 TB of data. Upgrade your account to get unlimited storage."This is confusing, since my plan is supposed to provide unlimited storage rather than a 28.4 TB limit. Could you please explain why this limit is being applied to my account.

Using on Win 11 and got a email on sunsetting Box Sync and migrated to Drive. However now the old folders are only on cloud and not local drive and can not see option to make available offline.Checked win 11 context menu and “show more options”  too with no success The new mounted Box folder is on C Drive while it should have been on I drive. How to sort this out by reinstalling?

When I sign-on from an email link,I found<Single sign-on authentication was unsuccessful (reference # IJVWAHJA).> Please kindly help me to solve this problem.   Thanks !

I have tried to terminate my account, but you sent me another invoice after the termination date!

I experienced a sync rollback after migrating from Box Sync to Box Drive. The file was actively updated until recently, but after restart it reverted to a version dated May 31, 2026. Version history exists but is inaccessible due to plan limitation. I need server-side recovery or rollback to the latest pre-overwrite version.  

When I am using box tools to launch any office file, it launches a version of office that is not licensed and I cannot login to with my account. I have a fully licensed version of office via my M365 subscription. I have already made sure I only have one version of office installed and the apps are set as default in default apps.

I’ve been stuck in a reset password loop for the last few days and support on my work’s end recommend reaching out directly to Box Support. I tried links - Password loopLog in directly - Password loopCleared cache - Password loop Incognito works on and off - tried it today and its password looped, tried later and it logged in.    

Hello. I can not change my current regular account to developer account. AFAIK to change the account to developer, i need to register again with the same credentials, but this does not work. What’s the problem?

Hi, I need the Box Sync. Can anyone provide the downloading link? Thanks!

As co-administrator, I deleted a former employee from our account.  During this process, I received a message recommending that I save the files in the deleted account, which I did.  However, rather than adding the former employee files, the former employee files replaced all of the other files.  The other co-administrator still has access to all of the company folders, but I do not.  After contacting BOX and establishing a ticket number 4 days ago, I still have not received a solution to this issue.  Without access to these folders, I am completely shut down at work.In addition, random files have been deleted over the past couple of days.  Although I have no access to these files, they are shown as deleted by me.  I was able to retrieve them from the trash, but something is very wrong.

We have been receiving emails as shown below that includes a phishing links. How can we report this without needing to login? Can we report it via email? 

I use a (free) Box account for work, and have not had issues for about 2.5 years, and then a few days ago I can no longer view/access my project folders and Box is saying that I have to set up 2 factor authentication (2FA). My company said there have been no security updates on their end that require this, and I am the only one on my project team that has had this issue on Box. Everyone else can still access the project folders (and don’t have to use 2FA). Any help?

I cannot edit online while in the box websitesaying refresh to save and it never works cleared cache and everything still not working.