Support Forum

Hi Team， The Excel file I uploaded to Box is showing the Malware alert, this file was renamed from an older file, the older file did not receive this alert in Box.May I ask what is causing this? Is there any way to get rid of it.

When I try and add a user to our Enterprise Account who has an existing free box account I get a message that states "1 user failed to be added". Creates a csv file that shows the email address to be added and the message "Email already used in a Box account but not associated with an enterprise". Also see a yellow circle with an exclamation point in it next to the email address of the user I am trying to add. Hovering over it pops up the same message.

I see several posts for this problem but none have a solution so I am starting a new one.Have a user who got this error when opening Box Drive (version 2.49.55.0): I had him uninstall/reinstall and is still getting the same error.

I have been accessing Box via the app on my Mac computer using the finder. Some of them have just disappeared and I can see a red exclaimation mark on some of the folders too. I have logged in via the web and I also can’t see them there either. I haven’t removed them and I want to find out how to find them again. Can you help please? Many thanks! 

I downloaded all of my files onto a harddrive and stopped paying for the subscription as I couldn’t afford it. I’ve now moved onto a new project, but when I went through my documents, numerous files were empty/hadn’t downloaded properly. I therefore need to access the old files on Box, but because I’d stopped paying, it wouldn’t let me log in or reset my password… Is there any way I can get my files back?

I’ve been trying to get Shuttle set up, but “Getting Started” takes me to a pricing page (even though we are Business members) and “Log In” take some to my Box dashboard.  I don’t seem to find a way to actually start the service.

Hello,We have a user that using Box Sign to send documents to people in our company. One email address is bouncing back. The email address does work when sending directly but bounces when sending through Box Sign.I found something that said to check the suppression list but the email address is not in there. Any idea why we are seeing this?

Hi I am in admin role in paid Box user. One user was personal user (none paid account) and given collaborator access now.Since finishing his work, I want release his account access.Seeing console, just delete account is available and no option for release.How can I release a account from organization and get back status into personal use?Thanks,   

what is the solution with this problem? i tried to install this again and again but i can’t download it.  

Hello, I have an Enterprise Account and have invited collaborators via link and direct email. The first issue was the external did not have a box account, then they signed up for a free account. Then the new error says the file or folder shared is unavailable to you. Unsure what to do, please call me. 

We are seeing WOPI errors when opening Office files via Box Drive or Box for Microsoft Office (Desktop) on Windows devices.After troubleshooting, we found that:The issue occurs only when the Windows user profile folder contains Japanese characters (e.g., C:\Users\山田太郎\...).Creating a new Windows profile with English characters only makes the WOPI errors disappear completely.This makes us suspect a compatibility issue between WOPI / Box for Office (Desktop) and non‑ASCII Windows profile paths.However, we cannot realistically rename all existing user profiles in our organization.What I’d like to ask:・Is this a known limitation of Box Drive or Box for Microsoft Office (Desktop)?・Are there workarounds that don’t require creating a new Windows profile?・Has anyone found a practical fix (e.g., config changes, symbolic links, environment overrides)?・Is Box planning support for non‑ASCII Windows profile paths in WOPI?Any help or insights would be greatly appreciated. Thank you!

I’m unable to add users to my enterprise account, where they have signed up for personal accounts using their work emails. Each of these users have already canceled/deleted their existing accounts. It errors out with “email already used in a box account but not associated with an enterprise” -- I have attempted to hit “save” again after the error, per the support article, but it still errors out with “Cannot add new users. Please try again.” I do not see an option to revert to an old design either.

I've looked through forums, I am trying to add existing users to a Business Plus subscription but it will not let me. I cannot change the look either. 

Showing some folders, and all of them have a red exclamation mark?

Please provide me with the link to the older version of box desktop app that supports Mac OS 12.7 Monterey 

Hello Everyone, I’m currently testing the integration of Box with Microsoft Purview’s Information Protection and had a few questions. I read Box’s article and currently understand the following:The integration allows you to map Microsoft sensitivity labels, including encrypted sensitivity labels, to Box classification labels when files and new versions of files are uploaded or updated. Files that are uploaded or updated will be scanned for a Microsoft sensitivity label. If a Microsoft sensitivity label exists for a file, it will have a mapped Box label. If enabled, it determines if a default classification label will be applied to a new file and a new version of a file.Based on that information, could someone help me confirm and/or answer the following?The integration does not allow for classification of data at-rest when using Purview labels. Protection settings of a label configured within Purview will be converted to a Box Classification Label to match your configuration.  Auto-labe

I keep receiving this message when trying to upload a file:Something went wrong with the upload. Please try again.Help?

Hello, I need help from box support team to update primary admin for our company box account. Current primary admin has left the company and we need to reassign the role. Thank you.

I'm trying to create a Box Sign template for an image release form I use frequently. The form has several fields requiring input from the recipients, but the field don't save in my template, i.e., when I open the template in Box Sign to send it to a recipient, there are  no fields and I have to drag and drop them all over again.

I deleted a user that is no longer with us. I’d like to add their replacement but BOX is listing my Managed Users at 8 while I only have 7. My billing page says I have a seat open, but the “Users & Groups” page says I do not. Screenshots of the pages below.  Help.   

I was editing a PowerPoint file using Box Edit, and after closing it normally, the file became corrupted.The local Box Edit cache no longer contains the actual file, and I am unable to open it from the Box web interface. Version history is also not accessible.File name: 2026_AF社報告資料.pptx  Date and time edited: [today, approx. __ : __]  Folder URL: [paste the Box folder link here]Could you please check on the server side whether any previous versions or backups remain, and restore the file if possible?This appears to be a Box Edit sync/corruption issue.Only a shortcut (.lnk) file remains locally. The actual .pptx file is missing from the Box Edit folder.This is a critical business file and I urgently need to recover it.

Hi ...Working on files and all of a sudden the folder I was working in just disappeared! It's not in trash; this is several months of work!!!! Can you please help on this.

Thank you for your continued support.When attempting to open certain protected Word files stored within a box using a web browser (Chrome) and edit them in “Microsoft Word Online,”the following error occurs:“You cannot open and edit this document in your browser because one or more sections are protected.”Subsequently, I wish to delete the relevant file, but it cannot be deleted as the Recycle Bin is not displayed.I would greatly appreciate your support.

・アカウント設定→通知→受信する通知の選択　で関連するアクションにチェックを入れたが、関係者がBoXにファイルをアップロードしても自分のメールアドレスに通知連絡が届かない。何が原因か、どのようにすれば修正できるか知りたい。