Support Forum

Just tried to upload files from practice panther and I got a message that said I need to re-sync.  Totally lost.  Can anyone help?   Thanks

I am suddenly getting a notice box saying I need to allow Box to access Box Tools when I try to open a document through Practice Panther.  I haven’t changed any settings as far as I know, and PP says it is a Box problem.  I tried the walkthrough the support tab showed, but it didn’t change.  Any ideas?

I am an admin for the Box drive and have all rights/permissions. I am trying to delete a folder. There are no collaborations on it, I have all rights to it, but it still won’t let me delete. When I click the 3 dots and select “trash”, it says “something went wrong. Please try again.”. There is no explanation or anything. Can anyone help with this. I need this deleted asap. 

Hi, I just created my account and cannot upload any file and cannot create folders. When I click on adding a file it says that I do not have permission. I have tried using Edge and Chrome and have reviewed my account settings. Please help 

hi all ! I'd like to know if it's possible to search for files and/or folders via the windows explorer search feature ?   thanks in advance,   Olivier

Hi, I tried logging onto my box account and my folder to upload items is greyed out…. and there is no IT or Admin user to assist. So whats the work around?

It has been over 3 years that I seem to be finally getting close to the fraud and abuse with Cloud contracts and my identity. Sometimes, I will get a BUNCH of important files dumped in Box. Then, my email address and entire account will be deleted and denied. I gave up on them. BUt I found some more items I REALLY need to get justice, yet have been signed out over 25 x since yesterday and the “customer service” did not help after being a subscriber for over 1 year, let alone just trying to see what these new files are. Reporting fraud and harm to  tech is like shouting into a void. It goes nowhere. Suggestions? 

Por errores de carga me sale siempre al encender el ordenador el mismo mensaje de error en la carga de algunos archivos. Ya no necesito cargar esos archivos ¿Cómo puedo hacer desaparecer ese mensaje que además no desaparece aunque transcurra tiempo? Gracias por su atención.

Hello,I cannot log in to my Box account because I lost access to my 2-step verification and backup codes.I still have access to my registered email address.Could you please help me reset or disable 2FA for my account?Thank you.

I have no content on BOX so I am unable to download any assets. Has this happened to anyone else? Who should I contact for help? Thanks. 

The latest Box Drive update just failed a few minutes ago. I was prompted to send the logs, which I did. I was told that the transmission was successful and was prompted to open a support case, but I can't see any information on how to do that.

After changing the settings Box, I can see the data on box.com, but the data has disappeared in Explorer. How can I see on Explorer ?

Hi, When trying to find some of the files I’ve uploaded into box online in the file explorer, I am unable to reach them as the file explorer either crashes or the computer shuts down. Currently I am working in windows 11. I did some of my own digging and turned on the enable long file path in the registry editor, as well as the group policy item as well. After doing both of these, BOX via file explorer still crashes or shut the computer down. I’m wondering what else I might be able to try without shortening folder file names, as we are dictated to strict file naming practices.

I have always been able to upload video files directly from my phone using the mobile BOX app and suddenly, I was unable to today. I have been able to directly upload from my phone for YEARS.The error message I got said “Cannot upload this file type” --- but that doesn’t make any sense because it’s an .MP4 file and Box definitely does accept/support this file type.File size was 238MB -- is there a file-size limit? I’ve uploaded this file-size successfully in the past.Is anyone running into this same issue? Can this be fixed so I can efficiently upload capture videos directly to BOX once again? Appreciate it!

Hi,We have been using Box Enterprise’s password-protected link sharing feature for many years now without any problem.In the last few weeks though, we’ve been running into problems where the password set doesn’t work later on when shared with clients.Has anything changed recently with this feature that could be causing issues? E.g. new security requirements or settings that could be disrupting our workflow? Thanks 

Upload Error message will not go away and blocks access to the lower right of my screen.   How can I get this maddening message to go away??  Previous responses have not been helpful.  What are the geniuses at BOX doing about this? 

There seems to be a missing folder (titles “Green”)--I’ve looked in the trash and it’s also not there, is there a way to recover folders? Thanks!!

I’ve encountered a problem today where when I share a Box download link with clients, the download button on the page doesn’t do anything for them. I’ve tested it myself and get the same problem. I have checked the settings for the link and it says anyone with the link can view and download, and I’ve been using Box for over a year and never had this problem before.Clicking the download button does nothing in Edge, and in Firefox a login popup appears saying the download is in progress, but the file doesn’t download.Can anyone tell me how to fix this problem, please?

I want my Box folder to reside on an external hard drive since my internal isn’t anywhere near big enough to have everything offline. This thread says it’s possible:  This thread says it’s not. Both threads are 5 months old. What’s the answer?The instructions say creating a symbolic link is optional. Still true?   The instructions don’t confirm that you can delete the box folder on your internal drive after the external is sync’d. 

I just learnt that the group permission setting of “Admins Only” does not include Co-admins or Group Admins. Given, it seems that you can only have one Admin per group, this should be changed to “Admin Only”. Also, there needs to be a permission setting between this and “Group Members”. If the group is company-wide, we don’t want all members being able to provide the entire organisation access to folders that were previously restricted.

I've created a Box Oauth app to get access to Box from Rstudio using the "boxr" package.  This app works for me using my credentials. I'm going to be leaving this project and need to turn this over to a co-worker.  He has his own Box account.  Both of our accounts are under our employer's enterprise Box presence.  As far as our company Box administrator can tell, our accounts are configured identically. We've tried to build an identical app on my co-worker's account, but we can't get past the Oauth "dance".  The process fails at the "There's a problem with this app" page. I've also made my co-worker a Collaborator on the existing app, but he's not able to connect to it using his Box account.  He's using the Client ID and Client Secret that he sees when he opens my app in his Developer Console.  The Oauth dance fails at the same place. What is the best approach for my co-worker to take here?

I have three folders that have been shared with an outside agency that show normal on my end. However the agency I have shared with says that when they open the folders they only see “no activity to show”. we have tried sharing the folder multiple times and with different people and the issue persists. I had the outside agency try to access the folders multiple times throughout the day and have not had any improvement. Can someone suggest how to fix this?

ボックスの設定変更によりエクスプローラーでデータ見れなくなったのですが、どうしたらよいでしょうか。

Hello Box Staff,We recently faced several problems to which I’ve yet not received help from Box despite multiple attempts. I want to reach Box staff to fix them.We had a security breach from Box’s connector with OpenAI. Multiple sensitive files were stolen. So far, Box support ignored the issue. One of our Box backup sync apps is showing project downloads (massive files from our projects) that we aren’t sure whether they were even downloaded using our staff’s Box sync or it was also hacked.  As a result, we cleared the 2TB limit and Box on top of it blocked key features that we need for normal business operation. Inability to reach anyone besides email support who copy-paste boilerplate responses instead of fixing the problems. Our entire IT infrastructure has so far been on Box for a decade but we can’t risk these kinds of risks, security breaches and random freezing of key features. How do I reach box phone support? We’re a business customer.

Firstly, I’m unable to have my payment details accepted, it says: There was an error processing your requestI would like to be able to upgrade my plan, but my payment isn’t being accepted. And secondly, I can’t seem to be able to raise a support ticket. All I see when navigating to support is “Box Community’ as below. But how do I raise a ticket? I would like to be able to upgrade my account urgently.Thank you