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Your go-to space to ask questions, share concerns, and get help with any support-related issues.

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10000 Topics
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community-managerKnown Participant
asked in Support Forum
User not able to open a shared file through link

I'm writing this on behalf of a user with Viewer access, whom I am attempting to share a file with via the Share option inside of Box. When they attempt to open the link, either via URL or by email, they are receiving an error:"Invalid captcha response. Please try again."They have reviewed with their IT team and do not see any captcha responses being prompted, and we are having no issues opening the file on our end. Is there any troubleshooting steps or advice we can send to this client so they are able to open up the file?

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community-managerKnown Participant
asked in Support Forum
OAuth Using BoxCLI Basics

I'm using Box CLI to run a command batch. It will run and pass authentication when the batch file (.bat) runs under the personal ID I did the OAuth setup with. However it won't pass authentication when it's running under an admin ID set up to run batch jobs in our environment. I get the errors below. I can't quite figure out what needs to be done. It appears I need an environment file or some way to get tokens (I haven't found the refresh token). I assume this is all pretty basic but I haven't found the magic link which explains it all yet especially when using the Box CLI. Any references or solutions are appreciated. The batch command looks like this: "C:\Program Files\@boxcli\bin\box" files:upload --bulk-file-path=E:/Scripts/BoxUploadFiles.csv No default environment found.It looks like you haven't configured the Box CLI yet.See this command for help adding an environment: box configure:environments:add --helpOr, supply a token with your command with --token.

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community-managerKnown Participant
asked in Support Forum
Understanding collaborator access

I'd like to understand if I give an outside vendor access to a folder in Box, what else they can see. For example if the file structure was as follows: All files / FY23 / CTV and I invite someone to CTV, can they then also access FY23 and All files? Or would they only have access to CTV and any files and sub folders in that folder? (So downstream access but not upstream?) Thanks!

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community-managerKnown Participant
asked in Support Forum
Drive won't open

Been having issues with synching box through Finder so I decided to uninstall Drive and install again ("Failed to initialise with MacOS). Now it won't even open to app so all I have is the browser. Any suggestions? I'm on Big Sur 11.6.   Thanks!

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community-managerKnown Participant
asked in Support Forum
Incorrect "Storage Used" Counter

Hi Box Team,My account details are showing 7.4Gb used, but my Box Drive is empty.There are no files or folders in it whatsoever.Would you please run the script to fix it?Thank you.  

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community-managerKnown Participant
asked in Support Forum
Box is triggering security event 5152 on other users' PCs every 30 seconds

Our non-Box users are getting an event 5152 written to their Security Event Log 6 times every 30 seconds  The msg is "The Windows Filtering Platform has blocked a packet."  The port is 17500, and the source address is a user using Box to provide a file to someone outside the network.  We do not use Box to share on our LAN.    I've seen a few things about disabling LAN sync, which I would gladly do if the instructions worked.  So far the only circumvention was for all but one of the users who had Box installed to uninstall it.  Can you please provide assistance as to how to disable LAN sync, or whatever process Box is doing to broadcast & cause these errors every 30 seconds? 

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community-managerKnown Participant
asked in Support Forum
Missing filles

Hi  My filles that was storred in box account are missing from last time that ive logged in. is there any possibility to restore them ? thank you in advance 

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community-managerKnown Participant
asked in Support Forum
Can I bulk delete collaborators

A folder owner invited 40+ individual collaborators to a folder.  I showed her how to share the folder with a group rather than the individuals, so now the folder is share both with the group AND with 40+ individuals.  Can I bulk delete the individuals?

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community-managerKnown Participant
asked in Support Forum
Using on a Mac, Won't show up on the site

I've been using the Mac extension for Box. When I've been adding to things there, they won't show up for anyone else linked to the same folder - nor will it show up while using the site. It shows a little cloud icon without the arrow for the ones that aren't uploaded. Can anyone advise how to get them to show up for everyone?

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community-managerKnown Participant
asked in Support Forum
Uploaded folders are empty!

I downloaded folders to box and all of them are empty. Also when I select upload folders - the folders show empty. I can upload files but not folders. Please help. I can't upload each file individually as it will take hours and my work is due today! I cleared caches and restarted many times. Also posted a ticket to no response. Thank you in advance!

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community-managerKnown Participant
asked in Support Forum
How do I receive the 10 gig for downloading the app?

Hi, According to an email I received, if I download the mobile app I qualify for a free 10 gig of storage. So I downloaded the mobile app. How do I receive the 10 gig? Who do I need to contact? I am unable to find out any information.

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community-managerKnown Participant
asked in Support Forum
Box Live Support Needed - Not Chat

As a business critical enterprise platform fast support is sometimes needed. Being able to speak with a live person is everything. Online chat with the first support tier, or submitting a ticket that goes into the ether... neither of these give us admins a warm & fuzzy. Even Paypal, that nefarious platform, offers a callback experience. Amazon does, EBay does... Microsoft... countless others. Box is a large investment and should step up to provide more direct support options for enterprise customers.

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community-managerKnown Participant
asked in Support Forum
Not able to add collaborators.

"Something went wrong with your request. Please try again"   I am a co-owner of the folder, have been adding without issue. Suddenly when I get to my 8th folder, it just stops. No matter what forum I search, there is no help available. 

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community-managerKnown Participant
asked in Support Forum
I want to activate a disabled account.

I want to activate a disabled account.I want to activate an account that has been disabled by the administrator, but the administrator's account has also been disabled and cannot be operated from the administrator.How can I activate it?

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community-managerKnown Participant
asked in Support Forum
Not able to view the files which has been shared.

Not able to see the file which has been shared by Hogg, Tim.   Provider is fully supportive of you getting that data but not able to view it

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community-managerKnown Participant
asked in Support Forum
Files will not copy to or from Box desktop

I have been copying files to and from box desktop for years. Lately I have been having issues with this. One day it works and the next day it does not. I restart my computer, my wifi. Turn the extension off and on. Nothing seems to work. It is just random. I am on a mac running monterey 12.5   AJ Barnes

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community-managerKnown Participant
asked in Support Forum
Content Explorer Demo having search issue

Hello,https://developer.box.com/guides/embed/ui-elements/explorer/On above URL, demo of the explorer, I have find an issue with search of files and folders.If I tried to search filles and folders in the demo provided for the explorer, it us showing "A network error has occurred while trying to load.".Shall we good to integrate it with my website, is the issue is temporary?Please provide your feedback.

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community-managerKnown Participant
asked in Support Forum
Space not reclaimed despite deleting files

Hi, I've deleted a bunch of files from my account but space is not reclaimed. I ran into this issue in the past and a support person ran a script to correct the problem. Could the script be ran again for my account? Thank you

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community-managerKnown Participant
asked in Support Forum
Box Account/Folder Transfer

Hello, My colleague recently left Kyndryl and one of our project Box folder has been disappeared since the only owner of that folder was her. How can we recover the folder she owned once? It is very critical since the project is still ongoing. I can share all the details if you can guide me how to raise a case or a ticket regarding this.

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community-managerKnown Participant
asked in Support Forum
Incorrect storage usage

  Dear Box Team, Please run a script for my account to fix the data inaccuracy issues around user storage size, folder size, and file counts. Best regards.

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community-managerKnown Participant
asked in Support Forum
unable to print or download documents

I can only view documents but cannot print. I even click the 3 dots onto and only says to report abuse.

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community-managerKnown Participant
asked in Support Forum
Reducing the seat number from 6 to 5

Dear BoxI want to reduce the seat number from 6 to 5 (keeping the plan same). I already removed the inactive person. The plan renewal date is today, can you assist?Regards

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community-managerKnown Participant
asked in Support Forum
Storage Reset

Hi, I have deleted a ton of files from account and the storage is still showing as full. Please have someone reach out to me to do a storage reset. Thank you.

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community-managerKnown Participant
asked in Support Forum
MS Online - Review Only

When sending a document out for team review, is there any way to ensure the document 1) opens in review only, and 2) stays in review only?  I ask because we like to track all changes made to a document. However, when a document is sent out for review, some reviewers have the document open in "edit" mode, which prevents tracking of any changes.  How do we ensure that all updates made by reviewers are tracked and that none of the reviewers edit the document without being in track change?

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community-managerKnown Participant
asked in Support Forum
Cancelling new account

I just set up a new account in error.  I already had an account from my accountant.

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