Support Forum

I no longer have access to the MFA record for my account. How can I reset this? 

Drive リリース 2.41.224 よりファイル ダウンロード 復活!!

Sorry but this is driving me nuts. I spent an hour with no way forward.  I signed into Box and got an email with the 6 digit code. When I get in, it wants me to setup the folder. I dont want to use the authenticator app, because I work in a secure site, so I rather get an email. I select "Back", it gives me a choice mobile phone, or email. When I click on "continue" for email it states "The email you selected in invalid" when I select SMS msg and enter the 10 digit (3 area code+7 digit mobile phone), it states the phone number is invalid?? I tried a number of times and it's not a user error or a computer error. I tried from 2 different computers and one mobile phone with the same error.  Can anyone help??????

Over the last handful of days, Box Tools has stopped opening files consistently. Certain files simply won't open with Box Tools, while others open without issue. For those affected files, our group has to download the file, edit it locally, then re-upload it, which is causing some issues since not everyone is consistent with the re-upload step. Is there any known issues currently with Box Tools/Box Edit that might be causing this? Thanks.

I am needing to recover files from the hidden local cache folder from a corrupt hard drive. I have copied the Box folder in the user appdata/local folder to another computer, but not able to access these documents.

Says i have 100.4GB in box folder but only 57GB showing on any of my devices. Help!

Hi! My boss has multiple user accounts with 150GB and currently using 43GB. She accidentally had me as a Staff member linked as a Normal user, but she wished to add me as a Managed user so I could use her storage. She attempted to do so, yet I am still restricted by only getting a 10GB storage user limitation. 

Hi, I've updated to Indesign 20.0 and now get the message 'This preview didn’t load. Please try to open or download the file to view' when trying to preview on Box. Before updating I was able to preview Indesign files.If I save back to a .idml version it is fine again.Does anyone know of a fix for this?

I recently hit my storage cap, however even after deleting a ton of items the number hasn't changed at all and is still capped. 

I have had issues for a few months now with Box automatically creating new copies of files saving my last edits of the file. This happens even when I have already closed the files, it would create duplicated files if someone else makes edits on the same files after me. I can't contact Box support to resolve this issue either. Does anyone have the same problem or know how to contact support? 

Hello, Since a few weeks ago with Box Drive version 2.40.333 for Windows, after I click and enter my Box credentials in the browser, Box Drive does not finish logging in, Box Drive always shows the window I attached. I have deleted preferences from the windows registry and the folder in appdata but it doesn't solve the problem. Is there any solution? Thanks

I regularly use my MacBook where my docs are mostly on Box. A few days ago I bought and iMac, which I synced with all my acconuts. Entire files and folders from box have now disappeared.It looks like Box had not synced many files and now, in the iMac, overwrote everyting. Can anybody tell me what to do?Thanks, andrea.

Small company and have used Box for many years. Always forget how to add new users and get the apps (Excel, Word, Adobe) instillaed for new users.

Hello,We are using Box to integrate file retrieval for clients. When searching for these files we are only provided with a folder name. We are using the api.box.com/2.0/folders/ endpoint passing in the parent folder Id. We are iterating over several pages to find the target folder name. When deployed to a production environment, we are noticing that we are unable to find the Folder through API. When testing locally we find the folder every time.We are investigating why this could happen and were hoping to get some insight from Box Support to see how things are moving on your end. Thank you 

It seems that the Box Desktop app does not work on Snarpdragon ARM-based Windows PC's. I can understand that there may have been a problem years ago. But this is 2024 and ARM-based PC's are becoming mainstream.SO GET IT FIXED, OK?

I have cleared the cache, deleted all old files, reset everything including my computer, done all updates..... and I still "have no space" to download files. help

Hello,   I previously used box drive with my work email from my last job. Now, i set up an account with my personal email address. The account seems to work fine from the web browser, but when I try and log in through the Box drive app on my computer, i get taken to the login page on the browser, successfully log in, but the Box drive app doesnt update and remains on the open screen with the 'login' button. I'm not sure what to do. I have tried restarting the app, restarting my computer, and also reseting the drive manually in my terminal. Nothing has seemed to help.

My folder that is named "Google" has no files. But my folder says 「61 MB/10.0 GB used」. Please clear my folder capacity. Then make my folder「0 MB/10.0 GB used」.

Hi, 1. can we set permission per files? not folder? 2. can we give all group previewer permission on folder and subsand one user from the same group will be also previewer uploader?3. can I open group for external users (unlimited)?and set permission to that group?Thanks, Gil

Hi Box Support,  I need help asap!  I'm trying to send out a time sensitive document from Conga Composer to Box.  However, when I try it says my Box token in Conga has expired.  When I attempt to refresh it I get this error and a message to contact Box for further support:    Show Error Details scope=root_readwrite response_type=code redirect_uri=https://composer.congamerge.com/c8/oauthProxy.aspx state=box216b6742-2b4b-4585-0a4b-0d9fe59b1a1btestcomposer8-prod client_id=test

Greetings.  Couple of questions from a small biz guy with his part time IT hat on.... (a) Does the file count in the "Storage" Pane of the "Insights" tab count each version of a file in the total count? (b) Does the total storage (GB) listed in same location include the file versions?  I ask because my file count in Storage is ~138k files, while my file count on my local "box sync" which is used for backup purposes is only ~116k.  Likewise my storage used on box is 441 GB vs 234 GB on local  Thanks in advance.

How do you issue receipts?

I share the link with specific people. They are not collaborators but people who I would like to be able to look at all documents and download them. I also would like them to be able to comment if they would like. So this is called, I believe, a publicly shared link. Thank you for any insights on this.

I am unable to receive information into my Box account because Box is treating my email as spam. It is NOT spam!

2FA only comes up after 1st login.  Never comes up again until I clear the cookies for the site.  Tried on both Edge and Chrome.  Tried using authenticator app and SMS and get the same result.  How do I get 2FA to come up EVERYTIME?