Support Forum

when I save a file I am working on to box only I can see them. My coworkers can to see the files I have created and saved or the updated files I have edited.   Please help me with this issue. I am using a MAC.

We currently utilize Box to store all of our Asset, Case, and Opportunity files.When folders are created for an Asset and Case, the folder for the Asset is name by the unique ID of the Asset while the folder for the Case is named by the Case number.Both of these values cannot change which is preferred, however the folder for the Opportunity is named by the user created name for that Opportunity. We would like to complete a mass rename of those folders to match the ID of the Opportunity.

For a long time I have been having frequent issues with not being able to open my local Box files. There is no pattern, and this happend under various Box Drive versions. The most annoying thing is that I submit my logs, then I see the message: “Your logs have been sent successfully. If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.” So I try to create a case, but probably because I am on a free tier, I don’t actually have the option to open a case.I cannot do any work right now!! The only thing that works is restart of my laptop, but then after a while, Box Drive files again stop openinig.  

Hi team,I'm reaching out because I’m currently unable to access the Box folders. Whenever I try to log in, I receive the error message shown below.Steve has been reviewing this issue under the corresponding support ticket, but the problem persists and I’m still unable to navigate the platform or access any files.Could you please help investigate what might be causing this or suggest an alternative solution?account: <removed personal information>I look forward to your feedback.Thank you very much. 

My organization has lost access to all of our folders on Box this past hour.  Everything we try to navigate to claims “Oops! We can't seem to find the page you're looking for.”  Is anyone else experiencing this mass issue?  I hope someone from Box is working to resolve this.

Copy is blocked to the target folder due to invalid privilege escalation: Unsuccessful HTTP status code receivedAs of yesterday, user is unable to select a document to attach to a Box Sign Request, where the file attaching functionality worked a day prior. User is an Editor in the file/folder selected. We have not changed permissions for anyone in the organization for over a week. Additionally user is unable to move files from one folder to another under the following circumstances, likely for the same reasons as above:Folder 1: user permissions assigned via Group, granted Editor privilegesFile within Folder 1 is requested to be copied/moved to Folder 2: user owns folder, so they have Owner privilegesError dialog pops up:You cannot move this item to the target destination because it leads to escalation of your privilege.

Windows11 のデスクトップアプリで、Box Sync を利用していましたが、Box Drive への移行がMUSTというような通知が来て Box Drive をインストールしました。するとエクスプローラーで既存のファイルにアクセスできなくなっただけではなく、PC起動時に「Box Drive で予期しないエラーが発生しました」のウィンドウが出るようになり、アプリの削除を試みても削除できない状況です。上書インストールを試みると「最新バージョンです」としてはじかれます。解決方法を知りたいです。

Is it just me or does Box Drive just not automatically sync? If I upload an image with my phone, I have to manually select it to download it.  That used to be automatic in Box sync.

Hi,I have been a happy Box user for many years (I can’t even remember how many). I have always used Box Sync to share data between my units. This has served me well.I recently started to use Box Drive instead, and now I am in trouble. My main audio production computer has a relatively small system drive. Instead, I have additional drives with large storage capacity for all my media content. This means I need to move the Box Drive folder to another drive, which I can do - great.BUT… it seems that the Box Drive cache folder (which is located on the C-drive) fills up as Box Drive i syncing my folders. Is there a way to move this cache folder?If not, the use of a larger drive for Box synced content is meaningless, and renders Box useless to me.Is there a way round this?Regards,Fredrik  

As of last week box for desktop will not let me work with excel files.   Here is the message I receive:  The "Box for Microsoft Office (desktop) is currently disabled by your box administrator" error occurs because the enterprise integration toggle is turned off in the Box corporate management settings. Fixes for both standard end-users and IT administrators resolve this block  I also get this message: My company IT guy has already checked all settings, I have Box Drive, Box Office.  It all worked just fine until last week.  I need someone to toggle the enterprise integration on.

Bonjour,depuis quelques semaines je ne peux plus écrire dans une annotation au sein d’une boxnote.Je peux uniquement sélectionner un paragraphe en double cliquant, mais le curseur n’apparaît pas. Je dois naviguer avec les flèches ou la commande “fin” pour écrire dans le paragraphe sélectionné.Ce n’est pas totalement bloquant mais très peu pratique, et j’aimerais savoir si ce problème a été identifié et s’il est possible de le résoudre.Il persiste si je crée une nouvelle annotation.Merci et bonne journée.

As users leave our org, we archive their data to an admin profile using the Admin option: (1) "Delete User" 2) "Transfer content and workflowss to another user”.After that we don’t want the data accessible by anyone that it was shared with though. We find that the data is still accessible after it’s moved, which is logical.What would be the best course of action to deny access? Before deleting the user + transfer content...Would it be to:Login to box.com as an Admin Go to the user content Login as the user Go to user Profile > Collaborators Remove collaborators one-by-one

I am unable to access a shared folder. I have cleared my cache/cookies and have tried multiple different browsers but still keep getting the below error: 

I need someone to call me please <removed personal information>. I have a client, that upon enrolling in Box to upload into our secure folder, saw another client’s folder available. They have similar names. This should NEVER happen. I need to know why and if she would have been able to get into that folder!

I received an invitation to work together on some plans, but when I click the link it takes me to a page that says "Oops we cant find what you are looking for" In the email the file seems to exist and my client has tried sharing a couple of times.

Since Box recently updated when I move a file the locations are now all sorted by “Date” (most recently used) rather than by “Name” (alphabetical) - I understand that I can click on “Name” to have the files sort alphabetically - is there any way to get the default sort back to alphabetic name?I have tried going to All Files, sorting by name, but no mater what I do the sort goes back to dateAny help is appreciatedThanks

When I sign in, the following message appears. Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue.To tell the truth, I’m the IT administrator in the organization myself, but even if I ask myself how to solve it, I can’t figure anything out😭Of course, I searched for previous cases of similar issues. Previous Case1I Keep receiving this Message: Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue. – Box SupportLog out and log in to the Box website? → Yeeees. But nothing get solved Please try your alternate browser. → I did. I also tried Private-mode. But never solved. Clear your browser's cache and cookies. → Same as above Make sure your browser is up to date. → I always use the most up-to-date browser. Also, when I signed in with another test user using the same browser, this message didn’t appear. Check your firewall if configured. → As I mentioned above, since the issue doesn’t occ

Box drive update v2.52.305 in windows 11 a valid version or a Trojan for HID.ALEXA.52We have one windows 11 PC that is prompting to update to v 2.52.305 when you do Symantec business reports a detection of HID.ALEXA.H52 of the file of box.ui.exe. no other pc is reporting this update version ready? 

I have originally created my box account using the google/gmail sso without password. I can log in using that SSO however the Box desktop client on windows always brings me to a website where the only option is password-based log-in (without the Google SSO). So I have tried to create a password in my account settings but that always fails without explanation. I have even tried setting up 2FA but even after that it’s still broken. Now how should I get my desktop client connected?!

Hello, One of our users (not me) is experiencing this issueCannot open account settings, profile, help, basically can’t open anything, looks like account has been deactivated and broken at the same time, hence why it is me that is writing here and not the affected user. Tried different networks, computers, browsers and nothing works, issue is with account itself. Could you please assist? Or how do I raise a ticket?

I keep receiving this message: “Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue.” I am unable to access my files. This is a private account so I do not have an IT administrator. I usually use Box Drive and am unable to access files from either Box Drive or the browser. Have logged in and out etc. 

Dear whom it may concern One of our members using the BOX folder is having trouble accessing a shared file or folder link.The user mentioned that the exact same folder was accessible yesterday, but it is no longer working today.Please see the attached screenshot and assist in restoring the user’s access to the folder.User account: <removed personal information>Thank you

[Summary] I am attempting to upgrade my Free account to a Box Business plan, but I am unable to complete the process due to a recurring error.[Steps Taken] Created a Free account, verified my email address, and logged in. Clicked the "Upgrade Plan" button in the top-right corner. Selected the "Business" plan. Set the total number of users to "3" and selected "Monthly" billing. As a Japanese user, I initially entered all information (including payment and address details) in Japanese characters. 6. The payment method used is a VISA Virtual Card. To ensure there were no typos, I had multiple colleagues double-check the entered information. I have confirmed that all fields were filled in correctly. After clicking the "Upgrade" button, the error occurred. [Results] An error message appeared, and the upgrade could not be completed.[Error Message] "An error occurred while processing your request. We were unable to process your payment information. Please double-check that all field

Hi. When I try to log in to Box, it tells me my password has expired and I need to reset it. I clicked the link sent to my email to reset, successfully changed it, but then it takes me right back to the reset password screen and will not allow me to log in using the new password. This has happened multiple times. I’ve also tried going back to the home page and clicking log in again, but it takes me back to the reset password screen. Can you please assist?

Attempting to migrate files from a microSD to Box using Box Shuttle but get a failure to connect error when box shuttle attempts to look inside the microSD. Have tried several methods including setting a network share, changing drive letter, and double checking permissions and sd card status/errors and nothing has worked. Previously tried an SD card reader on windows 11. Currently trying built in reader on widnows 10 computer.