Support Forum

Hi, I’ve  just recently logged back into Box after being away from work due to health issues and seem to have lost all my files? On quick glance it’s all my .doc files and notes that I had in folders. As well, there are other folders that are now there 4-5 times?  Just wondering who I can contact to try to problem solve this?  Thanks!

Our contract expired in May and purging was meant to be 120 days later in September 2025. 2 months and many emails later our data is till not purged

We use BOX as an easy way to share files with our customers. We have a directory structure with about 25 pdf file that can be opened online or downloaded. When I open the BOX link to this directory I see all the pdf files. When I click on one, I see a turning wheel for about 20 second and then an error message that the file can't be opened. When I press F5 to refresh the page the file is instantly displayed. Today our ICT supportdesk looked with me and we did see and Authorisation error. The problem is more vissible when I use the UTP network connection instead of a WIFI connection. Steps to reproduce the error:1 Close the Edge browser2 Open the email with the link to the BOX  3 Edge is opening with only one tab vissible: BOX4 Click on one of the files5 A new screen is opening with the circle for opening the file6 An error is vissible that the file can't be opened7 Push CTRL F5 and the file is vissible 

Looked for every setting.  Not sure how to switch from number of file to file size.  It's probably something really simple.  I feel stupid  

I’m trying to set up the following workflow:When a user uploads a file into Folder 1, I want that file to automatically be copied into the same user’s Folder 2.I can do this with a Relay, but the issue is that I’d need to create and customize a separate Relay for every single user,which isn’t scalable.Does anyone know if there’s a way to automate this without having to build a new Relay for each individual user?

Right after installing the 2.48.250 update of Box Drive for windows, all the folders I had set to “offline” were deactivated, and right now all my data is only in the cloud. I tried turning the option back on for some folders, but the data download never completes and just stays stuck. If I sign out of my account and log back in, the data appears as cloud-only again. Has anyone else run into the same issue? How can I fix it?

I have a website with links to pdf file in Box.  Some members, trying to download these files have issues.  Here is a comment from one of themI think it's more about how the Box app handles downloads.The clue is that a header appears and disappears very quickly on the phone. It looks like the one which appears on the desktop pc, which stays there and allows you to select "download" to save the pdf to your computer.This is not possible on the phone and it doesn't allow you to select the download option, because it opens the document automatically. The document it opens is not a true PDF file, so when you try and save it afterwards it cannot be opened in a PDF reader. 

I'm an administrator, but I'm getting the error "Your administrator has restricted use of this application." What should I do?

As of a few days ago we started receiving a File Has Been Moved popup in Box Drive when opening and working on Excel files - the issue seems to be affecting several of our users. Has anyone else experienced this?

Receiving message “You cannot move this folder because either this folder or the destination folder is locked by another operation.” We have had this Box account for many years and have never received this message when moving folders - until a few days ago. I cannot copy the folder either - Similiar message received. There is no visible lock on either the source or destination folders.We see online: “To fix it, wait for the operation to finish, close all related Box applications and processes” We’ve followed those steps to no avail.We have plenty of space/GB available.I see that this message from November 10th: “Critical Issues with Multiple Box Services...Impacting Box Web Application and Public APIs.” This is aroudn the same time we started experiencing this problem. Could this be related to our issue?Further, we see no way to submit a Trouble Ticket on Box site!Please advise.

“Ticket Submission: I’m trying to upgrade to the Business plan with a 50GB upload limit, but I’m encountering an error. As I am located in Korea, a phone call is difficult. Your assistance with this issue would be greatly appreciated.”

HELP:! I’ve just accidentally deleted a folder on my Mac by using the bloody “New folder in..” finder option.The whole folder is now gone. However, I just NEED the PowerPOoiint files that were in it. I guess they must be in the Box history somewhere (it happended less than one hour ago).Can you help me please?????

I cannot install the new version of Box. I previously used an older version of Box, but I accidentally deleted it. To completely remove any traces of the old Box installation, I deleted the related registry keys and all hidden files.However, when I attempt to install the new version, the installer still recognizes that Box was previously installed—although I’m not sure where the information is stored—and it prompts me for the old installer file “Box.2.41.224.msi.”If possible, I would greatly appreciate it if you could provide this Box.2.41.224.msi file. Alternatively, any guidance on how to resolve this issue would be extremely helpful.

I am using a box.sync for a long time. Today I found that the files that I was using on my PC dissapeared. I saw them online via web browser, but after a while the files disappeared from the server too. How to get them back?

I have used box drive instead of box sync for years. I need to be able to search for and delete multiple *.pdf files from a folder with multiple sub folders. the box app search window is unacceptable for this purpose.  I noticed that this function was "broken" on my home pc. The box drive link on your website gives link to download  box-x64.exe. I deleted the existing box application from my windows 10 64 pc and installed box-x64.exe. It is acting like box sync with cloud icons on all my files. search from windows explorer is broken.    question: is there a workaround or do I need to find a new cloud service?    thanks.

Why doesn't box search for sub-folders in Windows 11 File Explorer. This is a key part of my job as I use Windows 11 to share our shared document with my supervisors and the company executives. I need to be able to use File Explorer as it lets me quickly open PDF to merge documents. I can use the preview pane to quickly look at a document and know what needs to be altered. I can also use the preview pane to quickly rename files based on company naming conventions that we must follow. Not being able to search subfolders is inconvenient and having to use the box web search or the box drive search is inconvenient. I'm a freelance employee, so I move around from company to company, and often times the company already has there drive set up and I would install whatever desktop version they have to my computer for easiest access of files for a couple of the above mentioned reasons. I have used google drive, and drop box. Both these shared drives allow me to search sub-folders within the driv

Hi, we’re currently setting up our sandbox to mirror our prod environment, and we have the Box for Microsoft Office (Desktop) integration excluded from one of our prod Box shield rules.We tried configuring this in sandbox and noticed it was not showing when we were attempting to search for it in the Box shield rule exclusion.  I then tried searching in sandbox integrations to see if I could configure it but it didn’t show up.  Same for prod.Does anyone have any suggestions?I was able to see it under my user account’s integrations but when opening under my admin account I don’t see the Availability Status/Configuration options that I see with other integrations.Here’s what I see when opening with my admin account using the user account’s integration link:  

My account say im full of data but my folders are half of te size or less about 30 gb of 50 but say i have 59 exceede!

Current clients are not able to upload data. we tried it internally and its the same issue, getting stuck on the uploading stream. 

BOx notification not working for a user and did not find the user in suppression list either. Submit a support case option is no longer showing up. Need some help pls.   

While trying to access a box link which was previously accessible to me, I am not able to access the link and get an error page (screenshot is attached below). I think the owner is no longer part of the organization to confirm on the document. Could you please help to check how we can get the access to the document back?  

I need to remove box governance from my subscription before I pay the most recent invoice.  

I received an email saying that “We have detected a significant increase in bandwidth use that exceeds the bandwidth limitations set forth in our Fair Use Policy”. I am confident that I have not used box enough to exceed my bandwidth limitation so I am wondering why I am receiving this message?

i am unable to add an additional email so i can change it to my primary.  <image redacted containing personal information>please allow me to change the email or I will have to cancel the service.Also, how do I get the signed contracts to auto forward to my email?Thanks!

Received this Popup. "Unfortunately you will have to manually upgrade to the newer release once this issue i resolved. Please report this issue to the Box User Services Team." Could not find Box Users Services Team.  What do I do -uninstall & re-install. Why can I not access the box folders that were also saved on the PC? There is no Box folder anywhere.