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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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  • 36,373 Replies
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runningfoxxNew Participant
asked in Support Forum
Enctyption keys

Hi, I am looking for any information on encryption key rotation.

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cmcfarlingNew Participant
asked in Support Forum
Shared link email sent report is blank

I ran a User Activity report and selected Shared Links > Shared link email sent. The date range was set Last 7 years. The report came out completely empty with zero records. This a business account that's been around since 2014 and has 13K+ shared links. I can't imagine that none were sent via email. Is this a reporting bug or is it possible that this report is accurate?

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community-managerKnown Participant
asked in Support Forum
files do not open from desktop (box drive) when offline

Dear support team, I have been using box drive on my desktop (windows for several months) and have always been able to access the files when offline. Since this morning, I get an error when I try to open a file from box for all different formats (xls, pdf, docx...). As soon as I am online again, the files open up perfectly. What can I do? Best, Tom

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macjoseph11New Participant
asked in Support Forum
Can't see Box Drive in Mac Finder window or in menu bar

Specs:MacBook Pro, MacOS Ventura 13.7.6 Box Drive v2.43Issue:Box Drive is not appearing in Finder window under Locations after installation Box Drive is not appearing in menu barMore Info:Box Drive is running in the Activity Monitor - 5 processes in all Cloud Storage is checked in Finder > Settings > SideBar Restarted machine several times After force quitting all Box processes in Activity Monitor and removing Box from Login startup and then restarting machine, I was able to uninstall with BoxResetTool and reinstall but Box Drive is still not showing up in Finder or in the menu bar

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dlrNew Participant
asked in Support Forum
Error Message Uploading File

Every time I upload a file I receive the same error message and and error box appears on desktop.The file is not open or in use and it does actually upload.

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TnewmanNew Participant
asked in Support Forum
Deactivated User missing files

At IBM we have a deactivated user as they have left the company. We had box links attached to education that has disapeared along with this user and can no longer access those links.Would we be able to  reactivate these links and files?

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praveenNew Participant
asked in Support Forum
I want to transfer box admin from one organization to a new organization

We have created a new box account (Business plus). We want to take over box content of another domain/organization activities into this new account. What is the best approach to accomplish this?Currently my account does not allow the “other domain” content owner/admin to be made part of my license due to different domain names. Pls advise.

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community-managerKnown Participant
asked in Support Forum
Box businessへのアップグレードが出来ません。 以下の文字が掲出されます。 「要求の処理中にエラーが発生しました。 お支払い情報を処理できませんでした。すべてのフィールドの入力内容が正しいことを再確認し、もう一度実行してください。サポートが必要な場合は、support.box.comを参照してください。」 0 Facebook Twitter LinkedIn

Box businessへのアップグレードが出来ません。 以下の文字が掲出されます。 「要求の処理中にエラーが発生しました。 お支払い情報を処理できませんでした。すべてのフィールドの入力内容が正しいことを再確認し、もう一度実行してください。サポートが必要な場合は、support.box.comを参照してください。」 0   Facebook   Twitter   LinkedIn

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roadbike26Participating Frequently
asked in Support Forum
Can't Open Box Sync on Mac

I noticed my Mac wasn’t syncing to Box online and realized that Box Sync wasn’t running. I clicked on the app in Finder, nothing happened. I deleted Box Sync from the Mac, reinstalled it, clicked on it, nothing happened. I’m running OS Sequoia 15.5.What’s the secret?

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CarrieComerNew Participant
posted in Support Forum
Invited to Collaborate, unable to see files

I was invited to collaborate, but the files do not show up. I went to notifications and there are none - what would be the next troubleshooting step?

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ElizabethGNew Participant
asked in Support Forum
Subscription service needed?

I am trying to share a folder with colleagues who are NOT Box users so they can upload their videos. They cannot upload anything. What is the cheapest subscription I need to get that will allow them to upload (NOT just view)?  

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community-managerKnown Participant
asked in Support Forum
'Make Available Online Only' not clearing disk space

When I right click a folder and select 'Make Available Online Only', nothing happens. In the folder Properties, it still shows Size: and Size on disk: as the same number. Is there another way to make files online only and get them off my local disk drive?

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SashaDNew Participant
asked in Support Forum
PDF Previews not loading for some end users

One of my employees has been having an issue viewing PDF Previews in Box.  We use Box integrated with our CRM Wealthbox.  When my employee is redirected to the Box folder she is trying to view, the preview for the file she wants will not load, and she is receiving the below error message and is prompted to download the file in order to view.  The files she is trying to access are NOT protected as we have uploaded them ourselves,  She has an admin/editor role, and I have had other employees follow the same steps that she does, even those with viewer roles, and they are not having the same issues with the same files.  What is causing this error for her? Is it some sort of permission level in Box, or on the file itself, or is it an issue with the PDF reader?  We cannot determine the cause but need to resolve asap. 

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CoffeemateNew Participant
asked in Support Forum
Unlimited storage is limited?

I just purchased the business plan for my business and we are getting a popup that we need more storage. I thought it was unlimited? each file is under 5GB.  

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shinsukeNew Participant
asked in Support Forum
Box Drive cannot login - boxauth:// not working

After clicking "Login" on Box Drive, nothing happens. It does not complete the login.Manually opening `boxauth://` shows a protocol error: "No app associated with this protocol".I already tried:- Reinstalling Box Drive- Deleting AppData\Local\Box- Changing browsers (Chrome/Edge)- Clearing boxauth registryStill stuck in the login loop.Attached: logs and screenshots. Please advise how to restore `boxauth://` or resolve the login flow. 

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Jey Bueno Box
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David Carlson West EndNew Participant
asked in Support Forum
URGENT Storage Issue

I'm having a major storage limit issue with my company box account. We are unable to upload files to our account, it keeps saying we are out of storage. However, we should have plenty of storage available as we have UNLIMITED storage. We followed the steps to set everyone’s storage quota to unlimited but the issue is still not happening.This is extremely important. Our entire company runs on box and not being able to store anything shuts down our entire operation. We have unlimited storage , this shouldn’t even be an issue. Please help get this resolved immediately

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Rona Box
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community-managerKnown Participant
asked in Support Forum
Cant access Box shared folder

Hi, Can I raise a ticket please. Colleague has shared a folder with me, i have accepted but wont let me access it. Please help. 

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community-managerKnown Participant
asked in Support Forum
Unable to see collaboration files

After being invited as a collaborator to a file, I accepted the invitation but I am unable to access the documents upon logging in..

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Cooper SilkNew Participant
asked in Support Forum
Storage full, but it isn't

I have deleted old files, but Box is still saying I have no space. I have emptied the bin and deleted all my old files. Please help!

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Syunichi KAWANONew Participant
asked in Support Forum
Request for Bandwidth Limit Increase on Behalf of Our Client

I am writing on behalf of our client, who holds a Box account under the Enterprise ID 1263899363.Also, we will hide some parts of your email address, but it is "de***n@sa**ik***et**.co.**".Our client is currently encountering operational challenges due to bandwidth limitations imposed on their account. As part of an ongoing project involving large file transfers—including high-resolution media files and design assets—they require an increased daily bandwidth allocation to ensure uninterrupted workflows.We kindly request that you review their account status and consider raising the bandwidth threshold, either temporarily, to accommodate their current project needs.If additional information, authorization, or contact from the client is necessary, we would be happy to facilitate the coordination.Thank you for your consideration and support.Best regards,  

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prlBOXNew Participant
posted in Support Forum
Word Preview Problem

Same as a post in 2024. Some Word files (Mac) do not open in Preview in BOX. Some do. This started with files editied in the past day. Other files edited prior to yesterday can open in Preview. My collaborator is having the same problem on her PC. Chrome and Safari caches have been cleared. Neither works.  

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Lisalu613New Participant
asked in Support Forum
Shared Filed I wish to remove from a user I no longer trust

Hi there, I was trying to work with a property manager and uploaded some sensitve documents becuase I thought I was going to rent with them. As I went forward in the process I started to feel uncomfortable and decided to back out of moving forward with renting the unit. My files that I uploaded are still here and I wish for them to be removed. I do not trust the owner of them and they have no need for my documents any longer. I would like to file a report to have them removed from the folder. I understand your want of intergrity but since they have no reason to continue to have my documents I believe they should be able to be deleted.  I do not feel comfortable reaching out to the person I collaborated with and hope that you can help me. Please help me as I don’t want my sensitive documents shared with the user any longer. 

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Yukiko_BOXNew Participant
asked in Support Forum
共同所有者が、外部パートナーを、招待できない

私はBOXの共同所有者です。外部パートナーを招待しようとしたところエラーが生じました。エラーメッセージ「外部コラボレータの招待が許可されていないため、次のユーザーに招待を送信できませんでした」。どのように対応したら私が外部コラボレータを招待できるでしょうか？

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justin0306New Participant
asked in Support Forum
Can't log into Box.com w/ work email - keeps asking to sign up for a paid plan

Hello, my workplace has a Box.com pro account, but when I try to log into Box.com with my work email, it brings me to a page that asks me to re-up my paid business Box.com account.  Oddly enough, I can access Box.com using my personal email, and this email has access to my employer’s Box.com files. However, when out Admin person tries to add my work email, they are unable to do so because of the accounts status.  I think my work email account needs to be reset in some way so it can be added to the employers Box.com list of emails. Thank you,~J

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lexielderNew Participant
asked in Support Forum
Impossible to speak to customer service

Why is it literally impossible to connect with someone on the Box team? I have files that were uploaded to box that I am unable to download. I will not continue using box as there is no avenue to connect with a team member. 

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Rona Box

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