Support Forum

I recently installed box drive on a new device, and after a few hours of normal use, I've been getting bombarded with a strange error message 'unable to open folder' for many folders i have tried opening (though certainly exist within our shared documents).  

Is there any way to make very file available offline? Or even just to select a group of folders and make them available offline? I have 200+ folder in my Box and don't want to have to mark each one individually...

Hello Everyone,There is no option to make my content available offline in my box folder. Kindly help me.

Hi, I can log in to my BOX account on my laptop and desktop with no issue but I can't log in on my phone or tablet. It says 'Your account or password is incorrect. If you can't remember you password. reset it now'. I talked to other colleagues and they all have the same issue. 

I am trying to send a form to my client to fill out. There are a lot of fields and it is time sensitive. I keep getting an error message saying “Item Name Invalid” when attempting to send this out. For the life of me, I can not figure out which item this is referring to. I’ve gone through every item and can not see an issue with any of them. I even took out the Field Name Label for every text input. Please help!

I am a paid subscriber. I need to create a Shared Link with password protection. This support article says I should be able to do it, but the Password Protect option in Link Settings is grayed out and inaccessible. HELP!  What’s my solution here??

I do not have the option to create a link that says “People with the link”, and can only choose invited users.  I checked my admin console and I do not see anything restricting it.  I also am the admin.What can I do?  

The administrator account is currently unable to log in.which is preventing me from accessing all the files associated with my account. 

When I open a file saved in Box on various devices it creates duplicates when saving rather than updating the latest / most recently saved file? I have 'filename'1,  'filename 2, filename 3 etc  Can someone advise how to avoid this.  Thank you

Hello, I am a single user but would like to get an account / box that is hipaa compliant (to share with vendors). How can I do so?  Thanks 

I am not getting an email when I am trying to enforce SSO, it requires me to authenticate the change with an email but there is no log of the email going to my account. I have tried checking routing settings, forwarding, logs, etc. It is not leaving on the box end.

I have sent an invitation to a collaborator to upload files.  She has accepted the invite but is not getting his confirmation email.  Her email is  [personal information--redacted]   We have checked all spam and blocked emails, but the confirmation is not there. Please help.  

Hi. I have made changes to a PDF document in a box folder on my iPad, by making notes using an apple pencil.  I have saved the changes, quit, then gone back in and the notes show up.  However when I look at the same document on my mac, those notes aren't there.  Is this a syncing issue, and if so, how can I force BOX to sync?  Thanks

Hello,I changed the primary email addresses of our employees via the Box Admin Console.Most employees successfully received the verification emails and were able to verify their accounts. However, some employees did not receive the verification email. They only received a notification email stating that the primary email address had been changed by the administrator, but the verification email did not arrive.The employees who did not receive the verification emails are using the web version of Outlook and are working on Mac computers.Is there any possibility that emails are not being delivered on Macs, or are there any specific settings required?What we have tried/checked so far: Checked the spam/junk folder Confirmed that emails from notify.box.com are being received Resent the verification email I would appreciate it if you could advise me on how to resolve this is

Link to file prompts “This shared file or folder link has been removed or is unavailable to you” ask’s me to communicate with Owner or communicate with Box Support. How can I find out who the owner is to communicate with them, or how can my team gain access to file and have it uploaded again ? 

Hi, I'm having issues where I'm not able to edit any live documents in Microsoft Excel Online, and the option to open in Excel Desktop is greyed out. Google sheets is currently not showing up as an option either. This is only occurring within one folder (the other folders are functioning normally and show Excel/ MS Excel Online/ Google Sheets as options for editing). My remote employee is able to access and edit the spreadsheet normally. How do I resolve this? I need to edit this document 

Hello, My coworker set up a shortcut on my desktop to access my Box files in File Explorer.   I recently lost access to Box and now have it back, but the path for it to open in File Explorer is gone.  I tried to created a new shortcut, but it opens up on the Web.  I need help for the shortcut to open back up in File Explorer.  Any help would be appreciated.  Thank You.

Box synch on local client device not showing statusWhen uploading folders in browser, not all subfolders are loadingR-Click on synch and asking to refresh states folder synched but subfolders are not the same as what we see in the browser versionNot sure how long this has been going on. Want to reinstall Box to validate application but not sure if that will delete my local box synch which contains hundreds of files not showing in the browser despite the tools saying folders are refreshed. Can I reinstall without loss of directories on the local device?W11ProSentinal1Box Drive 2.45..187  

I'm having trouble adding users. The platform sates "Email already used in a Box account but not associated with an enterprise." How can I add these users?

HelloI copied all my Stoker passwords into a BoxNote file. I can't paste them. And the original file is now empty.How can I recover a version from before July 3, 2025?Thanks .Bonjour J'ai fait un copier de tous mes mots de passe stoker dans un fichier boxnote. Et pas moyen de les coller. Et le fichier original est maintenant il est vide Comment faire pour récupérer une version d'avant le 3 juillet 2025 

I have had issues of late not being able to correctly load images in indesign that are linked to box. I am then also unable to create a pdf from indesign. I tried to even package my files to my desktop to work remotely but failed too.  I cant afford to have this happen to me on a tight deadline. 

I am admin in one of my client for Box. I generated user detail report, which is generated as user_details_run_on_2025-07-02-13-19-34_Page_1.csv, with following columns, but Last Activity Columns are empty for all the user. Am I missing anything?NameEmailStatusStorage Used (MB)Storage Used By Owned Files (MB)Last Password ChangeLast LoginYearLast Credential EntryLast ActivityUser Type 

Good morning. Somehow while trying different ways to sync my content I ended up with 2 parallel sets of files with almost the same files in them. My intention is to select the one I want to keep, which seems to not be the one being synced now and empty everything else in my files and in the cloud. I would then reupload all those files. Can you please tell me how can I totally empty the content of the cloud and re-point the files to the ones in my system to start from 0? Thanks

I have been using BOX for several years. Since last week I have been unable to upload PPT files. The issue only happens with PPT extension. All other files are uploading normally. Could anyone give me a hint of what to do? Thanks.

The previous project manager is still listed as the Owner of Box Account and I was added as the Co-owner by her (incoming Project Owner). I’m unable to change my status to Owner and delete the previous manager’s name. Please help.