Support Forum

Hello Box Support Team,I am currently unable to install Box Drive on my Mac running macOS 11.7.10 (Big Sur). When I run the installer, it crashes immediately. I have attached the crash report for your reference.Summary:- macOS version: 11.7.10 (Big Sur)- Box Drive installer version: [Insert installer version, e.g., 5.20.0]- Issue: Installer crashes with DYLD / symbol missing errors- Steps already attempted:    - Removed all previous Box Drive and Box Sync files    - Checked security & privacy settings    - Installed using admin privileges and terminal commandsCrash report excerpt:Dyld Error Message:  Symbol not found: _$s10Foundation11JSONDecoderC6decode_4fromxxm_AA4DataVtKSeRzlFTj  Referenced from: /private/tmp/*/BoxDriveInstaller.app/Contents/MacOS/BoxDriveInstaller (which was built for Mac OS X 13.0) Could you please provide a version of Box Drive that is compatible with macOS 11.7.10, or advise on a workaround for Big Sur users?Thank you for your assistance.Best regards,

Dear box support team, How do i recover documents on a folder that i am co-owner of? The owner and myself have tried to search for the folder content even in the trash we could not find it. Is it possible to for your assistance with recovery. If so who has to contact you. Myself or the owner? Thanks for your support in advance. Mdu

Hi  BOX, can you please reach out me. We need to change ownership on a account. The previous owner is no longer in the company, so we can’t reach out to him, and also we need to change billing information. I have written about this topic before but haven't received an answer that I can use - please help

I can open and edit files from box.com, but when I try to open them from BoxDrive Explorer, I get the message "Access Denied" and can't open the files. I've tried reinstalling and restarting multiple times, but it hasn't helped. What should I do?

I wan to Display Folders created for an Opportunity using a custom Component what is the name of the LWC component that i can use. I am using Box For Salesforce Package 

   We had one of our administrators leave the company therefore we need to move all the files he manages to our service account called Global Trade Management <personal information-redacted>.  We don't want to do this incorrectly, so we are asking for assistance.  We just don't want to corrupt or screw anything up.   

I know how to manually empty the cache folder.My question is if there is a way to prevent it from filling up over the limit set in registry, or it is just a known bug of the program? 

Elementary question.Cannot access the box folder to which the other party has invited mePlease let me know how to solve this problem.

I can’t see any info for my Sony accounts

Hi. A company shared a Box folder with me several years ago so I could share docs with them. That email address is now defunct. That same company is now sharing another Box folder with me at my new email address, but Box defaults to my old defunct email address in the browser. It doesn’t give me the option of entering my new email address. However, it asks me to reset my password, and it will send the reset link to my new email address. I have gone thru the steps and successfully set a new password. However, when I try to log into Box with the new email address, it says the password is expired and my only option is to reset the password. So I’m stuck on this endless loop. Any ideas how to fix? Thanks.

Hi, Not even an hour after receiving a link to collaborate and confirming that I can access it, I am greeted by an error message that says they can’t find what I’m looking for when I attempt to find the folder. I have confirmed the email address was right. What’s going on? 

I previously had a UABox account for the University of Alabama and transferred, so my Box account switched back to Box support instead of my University support. I need to be granted access to change my password, but it will not let me. I need Box to give my University access back to my account. Help is needed, please.

Hello, I have had Box on my MacBook Pro since January and everything was working perfectly until last week. Since then, I no longer have access to my Box files. They still appeared in Finder but I couldn't open them. I tried logging out, reconnecting, restarting, etc. but nothing worked! I finally completely deleted Box and reinstalled but I can't even log in anymore. This message is continuous! So I no longer have access to my Box account via my Mac which is very annoying... can you help me? I am currently on MacOS 26 but my problem was already present before the update. I speak French, so I apologize for any English mistakes ;) 

How can I recover a file deleted by a team member who was new to box?  I am the admin. Can I recover the file, or do I need to submit a ticket to Box?

A colleague got a new phone and the Microsoft Authenticator app was reset. Their Box.com account was removed from the app, so they can’t sign in. When choosing the code option, it still asks for the Authenticator code. Can someone reset their Box.com account?

Hello,I need to set up a "Two-Factor Authentication Required," but I do not see the "Set-Up" button. Thank you. ~R

Suddenly started getting this error and I am not able to login on my z fold 5   

Hi there Box Support community, I was wondering if it’s possible for the Box team on their end to recover file versions that are older than those we see presented when looking at the file details tab > versions list on the web? For example we have a file with ~120 versions, version 1 is dated Sept 11 2025 - is the Box team themselves able to recover any versions older than that? 

Hi There,   We are trying to add the common service account email address for BOX   We need to change the default email addressWe have tried to add the New Email address as Secondary email. While trying we face this below issue. Attaching SS FYR  

I’ve had Box integrated into Outlook for over a year. Up until recently, I was able to seamlessly move email attachments either to or from Box without any trouble. However, for the last few month, when I click on ‘Save to Box’, the sidebar will open up and ask me to sign in to Box. When I do so, the window I signed in on disappears and nothing changes in the side bar. My company IT department has not been able to fix the issue either. Can someone help?

I’ve downloaded the box drive and when I open it after I log in it sends me back to the login screen and underneath another screen says loading box drive but it never loads. 

Hi, recently got a new MacBook  but when I save a file in the box on my iMac I have to manually download the same file on my MacBook. With my old MacBook this was done automatically upon connecting to the wifi and I could see the b logo spinning. 

Hi, I noticed an issue with my account storage today. While attempting to upload a PDF file, I received an error message: “Account storage limit reached.” Upon checking, I found that my account now shows a storage limit of 5 GB, whereas it has always been 50 GB. I created this account about 14 years ago, and since then I’ve relied on Box consistently. At the time, I had taken advantage of an offer that provided 50 GB of free storage by installing the Box app. It seems that this benefit has now been reduced without any prior notice, which is very disappointing. Could you please clarify why my storage limit has been reduced from 50 GB to 5 GB, and if it’s possible to restore the original limit? Thank you for your help.

I am testing a new agent against a test hub and when run it I keep getting response failed.  This is the prompt that was submitted - it is a second pass on the documents: Userinclude invoice date and total charges and create a csv fileInvoice Ingestion Plan:Extract invoice date and total charges for each invoice from the documents. Add these fields to the previously extracted data: Invoice Type, InvoiceResponse Failed

unable to download or open file from Box desktop app. My desktop has plenty of disk space. I can’t even open the PDF or adobe files from the web browser. Please help.