Support Forum

Many files(folders) and photos have been shared with me, and they are shown in the "All files." I want to organize the shared files(folders, photos) by creating a directory called "Shared" and a sub-directory called "Photos," where I could keep all the shared photos in that folder rather than show them in "All files". When I tried moving the shared files to another folder, it showed an error. How will I be able to organize the shared files (folders) on my end? Thank you.

upon installation of BOX SYNC there is no opportunity to define the location of the Box Sync folder, upon installaation the system sets up automatically the folder in the following path: /Users/<my_name>/Box Sync This is an issue since we want to use Excel files in Box Sync, made by different users with links inside each excel file and the links are broken every time a user change an excel file. Already tried also with the admin plist file set up but not working.... very annoyed!  

Hi, I am getting an "Upload Error" message from Box. When I click into the error it states I did not want to delete this folder, can it be retrieved?

Every time I open my PC I have an error on by Box Drive. The error is for upload file limit size. I don't want to upgrade and I understand that the file is not being backed up, all I want is to remove this annoying floating message.  

I am sucessfully callinng getSharedItem with Java API, problem is the returned object is missing the id for the file. I need file id so that I can automate downloading of the file. See sample below... Any help appreciated Stan.

Hello there! I work with box in my company and we have collaborators come and go for our business. While this access is nice, we get about 5-9 emails every night saying collaborators have been removed. I looked through the notification settings to see about removing this, but the only thing I found in regards to collaboration was auto-accepting invites.  Is there a way to stop getting these emails when collaborators are removed for the sake of my inbox and my sanity? I beg of you lol

We've created sign requests through the Box Sign API for a while now using templates to pre-fill data fields.Since a short time we can't create the requests any more - instead we get an error message concerning the signer role. The weird thing is, that this also is thrown for templates that previously worked fine for us.Was there a change in requirements for the payload?Here's the error json, that we receive:{"result":{"status":400,"message":"Bad request","help_url":"https://developer.box.com/guides/api-calls/permissions-and-errors/common-errors/","request_id":"0d4d574a4283afb29508121379dde3f07","type":"error","code":"bad_request","context_info":{"errors":[{"name":"role","message":"Signer role must match the signer or signer group of the template.","reason":"invalid_parameter"}]}}}And here the payload we're using to call the sign request create API:{"template_id":"b1f7cdf7-fb1e-4624-8a0a-02dd1f67f59c","name":"No 15 - Contrat Intelligence Relationnelle®","are_reminders_enabled":true,"em

I don't know why this is so hard to find an answer to - SURELY I am not the only one who opens up a downloaded PDF to find an page or an image sideways or upside down.....why isn't there a ROTATE BUTTON inside of BOX? Am I missing something obvious?  I have searched the Google "machine" and don't find an answer either. Hoping someone here can help me out! Thanks! 

Hello My files that are on my hard drive are not syncing to online box.  I all of a sudden started getting Upload errors and Other errors showing up and I'm really not sure what to do.   I just noticed when someone else tried accessing a file trough another computer and it shows on my hard drive but when he signed into the online box drive, it was not showing up there. I think this has been ongoing for a bit now. How do I fix this? Thank you.

Hi, I'm trying to set up MFA, but I keep encountering errors with each option: App: QR code doesn't load. SMS: Phone number is invalid (I added the correct prefix and phone number). Email: Email is invalid. I'm stuck here. Any help would be appreciated. Thank you!

Excel will not launch to Desktop. A message appears saying the spreadsheet is "opening in Excel....." but nothing happens. This has happened intermittently for years. It may work fine for long periods but then will stop, usually part way through a day (when it had been working fine). Today it has not worked at all. I have cleared History but this has made no difference. I want to use my desktop excel and not excel online as I need the full version. 

Our team uses Box.com to share files with clients who are not a part of our membership. As of this morning, clients have noted that they now require a sign in to view the assets we are sharing (typically photos and videos). They can still download these assets, but being able to view without downloading is a critical function for them.  We have checked and noted that this is not the fault of the permissions of our shared links as links that worked previously without issue now prompt the client to sign in. Is there a workaround? Is this a temporary bug or by design? Thanks.  

I am getting an error in box sync: "Another item with this name already exists in the same folder ..." I have many files with the same name just like this one inside many folders, so I do not know which file is causing the issue.  In box sync there is no path shown.  In Windows in the box folder there are no icons showing problematic files. What can I do to find the problematic file?    

2段階認証アプリへ送られていると思われる認証コードを入力しないとログインできないとなるが、認証アプリを設定した覚えがなく、2段階認証設定もログインできないと設定変更できないため大変困っている。 2段階認証の設定を解除しまずはログインできる状況にしてください。   It seems that I cannot log in without entering the authentication code sent to the two-factor authentication app, but I do not remember setting up the authentication app, and I am very troubled because I cannot change the two-factor authentication settings without logging in. Please disable the two-factor authentication settings so that I can log in first.

Dear Box Support Team,   I hope this message finds you well. This is Taniguchi from Lightblue.   We are currently developing a Box integration application named “LBA-Box-Connect.”   App ID: 2210650 User ID: 31627712826 Enterprise ID: 1136111226   I would like to request the addition of a new IP address for accessing this application. The IP address to be added is as follows:   35.76.82.69

There is a difference in the behavior of tags and descriptions when moving a folder and copying a folder.Moving a folder: File tags are preserved, and file descriptions are also preserved.Copying a folder: File tags are not preserved, but file descriptions are preserved.Is this difference in behavior by design, or a bug?Please let me know if you know a URL where this information is posted.

新帳號在帳號設定裡面要建立密碼一直出現錯誤，下載的盒子同步也無法登入，重新設定密碼也無法建立帳號設定裡面的建立密碼

Hi, I'm trying to add an email address to my account, but I get the following error message every time: "There was an error while trying to add xx@xxxxxx.com to your account." This is a company account. Could that be the problem? How do I fix this?

I've developed a script that uses the boxr library (in R - https://r-box.github.io/boxr/) to enumerate all the files on Box that have been shared with me.  This totals several hundred thousand files, and the script needs to run for about 36-48 hours.  I've run this script several times, roughly quarterly, over the past year.  The last successful run was in September.  I"m running this script in R-studio on Windows 10. In the last few weeks, the script has repeatedly stopped after a number of hours.  During the time the script is running, the boxr library gives me a message about renewing an expired OAuth token. Has anything changed about the expiration or renewal of OAuth tokens within the last couple of months, that would explain why this script that used to work no longer does so? Thanks!

I accidentally deleted multiple files and am trying to restore them to their exact previous locations. However, I'm unable to restore one particular folder(error: "We could not perform this action because the designated folder is locked by another operation."), which is preventing me from using the "Restore All" function. I urgently need assistance on how to resolve this issue, as it is time-sensitive.

Keep getting a "Box hit an unexpected problem. Unfortunately this means you will have to manually upgrade to a newer release once this issue is resolved. Please report this issue to the box user services team. I already tried to remove an re install with no help  

Hello, I am new to Box and I am trying to add a managed user, keep getting this error message: "Email already used in a box account but not associated with an enterprise". The person states they may where sent a link from another entity box account to view a folder. How do I get this person access to our box account? 

Hi,  We are using Box for file sharing purposes and the folders went missing, I am also unable to locate them in the deleted folder too. Can you please help?

Hello, I need help figuring out how to get statistics on the number of API requests my Box App has made each month. Specifically, I'm looking for: The total number of API requests made by my app each month. Any tips or tools to analyze our API usage trends. Thanks!

Hi, Next renovation is in 30 days but i have not received any advise for payment or the invoice.  I added two emails to receive notifications but i have not received anything from box. Could you help us to activate the notifications and how to proceed to pay the renovation please? Thank you,