Support Forum

I invited a collaboration outside of our organization as editor to my folder shared with him.  When he accepted the invitation, my box folder still said “pending” invitation, and he got a message when attempting upload like below.  Our admin is convinced that the issue is on the collaborator side.  Can someone clarify it ?  Is this an admin issue on the collaborator side or our side ?  How to resolve this issue ?  Thanks. 

My folders from 3 years ago are all empty. Not sure what happened.

my friend Sabina Aledort and her email is : <personal information redacted> cant login becouse the account is ask for her 2fa and she replaced the phone and dont have the confirm codes can some one from the support help her? thanks

Hello, I'm trying to invite someone to Box, but I keep getting the message " Can't invite a deactivated user".    How can I resolve this?  Not sure how the user got deactivated. 

Greetings, Sir or MadamThe quick search function that we utilized on the desktop is no longer available with the latest version of Box (version 2.49.255). A loading (waiting) box shows up when we use the search tool, but no results are shown. The waiting screen that shows up when we attempt to search the papers is depicted in the figure below.  Colleagues who continue to use the older version do not have this problem. Nevertheless, users who have changed to Box desktop version 2.49.255 are unable to utilize the desktop application's document search feature.How can we fix this problem for users running version 2.49.255?Is it possible to obtain earlier iterations?Could someone please help us with this issue?

My colleague was added by the client to collaborate on shared files. When she logged in from the invite link, the above error appears. The client has also tried removing and re-adding her to the files, but the same error appears. Can you help to troubleshoot and assist on resolving this issue please.

Hello, I'm having an issue that seems fairly common. I'm unable to change my primary email address for BOX from my PGCE address to my permanent personal address. Any help or advice is much appreciated!

I have a question about Box’s ability to meet the Web Content Accessibility Guidelines 2.2 (WCAG 2.2) Level AA.  Does Box automatically use AI generation to create alt text on photos stored within Box?  Or do users need to populate keywords and alt text into the metadata of photos?We’re working at our university to comply with federal accessibility requirements, and our IT team is a little concerned we need to suddenly come up with alt text for all the photos within Box. Thanks!

I have had many files shared with me through Box. I just got a new one and it tells me i need to setup my 2 way authentication. But when i go to setup, it’s already enabled. I can access older files but just not the new one .  

cannot not upload file. when I upload file until to 100%, box.com will sent out message "some uploads failed" thanks

Why doesn't Box load files I haven't accessed in a while?  It’s upsetting to not be able to access my own files. How do I get it to allow me to access old files? I use a lot of files within files for organization purposes, and some of my file names are medium or long.  Is that a problem? Thank you

Hi Box Team, Please let me know how I can get rid of the following error message? I already deleted the particular file a couple of weeks ago. Nothing in trash as well. This message is stubbornly displayed in the forefront and cannot be brought to the background. Please help me. TIA.

I installed Box Drive onto a new computer and logged in. As it was syncing, I started getting notifications that there were naming conflicts for a series of files/folders and that they were being renamed from <name> to <name [removed by moderator] >. When I inspected my drive, to my horror my hundreds of important documents have been completely messed up.What I’m seeing:Some files still exist just fine but have a “duplicate” version with the email appended name, where the duplicate file is an entirely different file from a different folder. For example, there is a file “A.pdf” that is as expected, then a file “A ( [removed by moderator] ).pdf” that is accessible but is actually file “B.pdf” that was renamed. Some files appear accessible but when opened in Box web, says “this preview didn't load because the document may be protected”. If I download the file, it appears to be corrupted and cannot be opened. Some folders are completely empty. Some folders appear as files inste

I’m on the free tier and wanted to set up 2FA but saw that apparently it’s only available on paid plans. I then tried upgrading to “Box Personal Pro” but just got an error message:There was an error processing your request.Your account needs further verification, please submit a ticket at support.box.com. Please advise on how to resolve this. This is the worst experience I’ve had with a product in a long time.

ProblemI was trying to download an old shared link from over 10 years ago, and it didn’t work. The download page was fine, the file was still available, but whenever I clicked on the download button, the file simply won’t download, silently. If you attempt to download it from a logged in account, the only difference is that there’s a pop-up telling that the download has started, though it still wounldn’t start.It turns out that, those old download links look like this:https://www.box.com/s/shared file codewhile the modern download links are sligthly different:https://app.box.com/s/shared file codeThe difference is that old links do have “www” at the beginning, while the modern links have “app” instead. SolutionThe “app” links load a slightly different page which works fine, the “www” links show an outdated page which simply doesn’t work. If you take an existing “www” link which doesn’t work, and replace the “www” with “app”, the formerly broken download now magically works.It would be

How can I delete my account?

Hi. Every time someone tries to share a file with me it just says, “Oops! We can't seem to find the page you're looking for.” I have looked at all of the suggestions on here and have confirmed it is being shared with the correct email, I am logged in, have updated my browser, have tried multiple browsers, and have cleared my cache. Is there anything else I can do? Even when they try to re-share it it again says “Oops! We can't seem to find the page you're looking for.” Please help. 

Please help. My laptop died. I bought a new one. I logon to Box using two possible emails (I have two accounts, I don’t know why), and neither account is showing my files. One is empty, the other only has files from 2023. I don’t believe I have another account. I cannot locate what account my old laptop used, because it had to get sent back to Lenovo and likely lost all of its data. I am missing 2 years of files. How can I find out if I have another account or why my files are gone? thank you,Cynthia Meyn<personal information removed>

Hi all, One of my colleagues has received confirmation that a Box account was created on his behalf but he cannot access. He tried to reset his password but he is not receiving any email. Can you please help solving this issue? Thanks,

I need some urgent help because it looks like one of my users had a problem with BoxDrive when changing their laptop and the new laptop over-wrote many folders with empty folders so we’ve lost all the contents.  There is nothing in the Bin since nothing has been “deleted”, and there are no files so no “version” reset options.I think I need someone from Box Support to help me directly but I can’t login to the support site for some reason?? and so can’t raise a ticket.  I’ve already sent in two form requests but no reply from Box.com yet.Anyone with any other ideas/suggestions from similar experience?

I have not been receiving email notifications when tagged in items.  I have gone through all the recommended settings but this has not fixed the issue.  Please advise.

先ほど box ライセンス数が不足していると box からメールが来ました。そこで、管理アカウントでログインし確認したところ、12 ライセンス使用されていました。購入分は 5 ライセンスなので、7 ライセンス超過していることになります。どうやら、無料で作成したカウントが自動的に会社の管理ユーザーに変更されたようです。一旦それらのアカウントを削除することでライセンス数は 5 に戻ったので、問題は解決しました。しかし、なぜ無料アカウントが自動的に管理対象になったのかが不明です。管理アカウントにはドメインの管理機能がありますが、自動登録の設定は無効にしてあります。同じグループ内でも管理対象になっていないアカウントもありました。box から突如連絡がきたということは、ここ最近で変更されたものと思われますが、削除したアカウントはどれも結構前に作成したものです。原因がわからないため、今後も同様の現象が起こる可能性があるため相談させていただきました。 ご回答いただけますと幸いです。

My storage usage is not full as claimed! This is now needed on my account: Box Support is able to run a script for specific end-users’ accounts as an attempt to fix the data inaccuracy issues around user storage size, folder size, and item counts. Please note that this script is run manually and as a one time courtesy.  Subsequent requests for this script to be run are approved on a case by case basis. While the issue may be fixed, we are unable to guarantee that the account will not be affected by the issue again - particularly for users with massive amounts of content.  If you'd like to request this script to be run, please contact Box Support

I need an older version of a file, but it is olde than 100 Version, which is past my organizations Box Version Limit. Can someone please help me with this issue

Hi, we have a team collaborating on a document. It's anticipated to go through many review rounds, so I'd like to mark comments as resolved for reference in the Activity tab as they are addressed (not delete them entirely). However, I'm not seeing an option. Can someone advise on how to do this?