Support Forum

I don't have access to my files. It happened suddenly. i just open my box and when I click to open a folder appeared a message: Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue.I don't know what to do. I have been using box for many years and it never happened!Could you help me?

When I sync, two files are un-syncable, because they are too large. That's fine. I want to delete the files, locally, so that I stop receiving error messages about them every time I sync. But, Box doesn't tell me where the files are located, and I cannot find them anywhere on my computer (I've searched extensively). Is there a way to see more information about the files that have caused an error message? E.g., "view file in folder" or "file details" or anything of the sort?

 I’m having trouble uploading documents to the Box folder I was invited to. My file is below the size limit and the title of the document is short. I get this message: Something went wrong with the upload, please try again. 

Please put the X/Close button back. I do not like having to hit the back button and now that you’ve changed the interface my productivity is going to take a nose dive until I can navigate what has now erased 4 years of knowing exactly where things are and not having to think about where I need to go to do what or how to get to what!

I have a bit of a situation. My local Box workspace wasn’t syncing. The solution given to me by our help person was “copy the unsynced files folder to your desktop, and then logout and then login to box”. I did that, but now I have a directory full of unsynced files -- thousands of them, all in the same directory, with no hint as to the file path where they were originally!  is there some way to figure out how to get those back into the place they belonged in my workspace? 

I have been invited to view/download documents from multiple users outside my company.  I created an account using my work email upon receiving the first invitation a few weeks ago.  We do not have a company account with Box. I was able to access documents from the company that invited me and gave me access to their files first.  I received an invitation from a different company this week to have access to files for viewing/downloading.  I was able to do so but the files from the first company that gave me access are now gone from the still existing folder (folder shows 0 files)  I have now received a third invitation to view/download files from another user outside my company.  I cannot see those files at all.  I am still able to see/view the folder files from the second invitation but even after the third user has attempted to give me access multiple times, I am still not able to see/access the files.Should I be able to see all the folder/documents from multip

When I play videos in eg Dropbox or YouTube, the screen doesn't turn off and the video keeps playing. In other words, the video overrules the "turn off" mode.In Box it is the other way around. The phone's "turn off" mode overrules the video, causing the video to stop playing after the time-out (in my case 2 minutes). I already set the battery use of the Box app to 'unrestricted', but this doesn't solve the issue.I'm afraid it's something that was overlooked by the app developers, but don't know how I can reach them. 

Now when I turn on playing a video file in Box Android app and turns the screen off - the playback is immediately stopped. For audio files this works well - they continue playing after screen off event. But I want to continue listening the audio from Video files too, when my device is in a pocket! So please add option to not stop playing video on "Screen off" event in Box Android app.

 How can I reset the owner as no one can open any of the files now. We have no idea who is the owner 

Hi,  I've noticed that periodically, box drive will go to "pending" status on uploads. It gets stuck there for quite some time. Sometimes, a file will be almost uploaded, then go to "pending" status, then the file will start uploading from the beginning. This is particularly problematic on large >GB files. Is there any change that can be made on my end, or is this a bug?   Thanks

現在、VDI環境でbox：2.44.209.0をインストールして利用しました。一定期間後、boxのアップデートを促すポップが上がりアプリが起動できなくなりました。 調べたら、どうもローカル側にあるboxのdb verが現在インストールされているverよりも古いと発生するようです。https://support.box.com/hc/ja/articles/ [removed by moderator] --Upgrade-to-a-newer-version-of-Box-Your-system-is-running-an-old-version-of-Box-%E6%96%B0%E3%81%97%E3%81%84%E3%83%90%E3%83%BC%E3%82%B8%E3%83%A7%E3%83%B3%E3%81%AEBox%E3%81%AB%E3%82%A2%E3%83%83%E3%83%97%E3%82%B0%E3%83%AC%E3%83%BC%E3%83%89%E3%81%97%E3%81%A6%E3%81%8F%E3%81%A0%E3%81%95%E3%81%84-%E3%82%B7%E3%82%B9%E3%83%86%E3%83%A0%E3%81%A7%E5%8F%A4%E3%81%84%E3%83%90%E3%83%BC%E3%82%B8%E3%83%A7%E3%83%B3%E3%81%AEBox%E3%81%8C%E5%AE%9F%E8%A1%8C%E3%81%95%E3%82%8C%E3%81%A6%E3%81%84%E3%81%BE%E3%81%99-%E3%81%AE%E3%83%88%E3%83%A9%E3%83%96%E3%83%AB%E3%82%B7%E3%83%A5%E3%83%BC%E3%83%86%E3%82%A3%E3%83%B3%E3%82%B0

We are a US Based company and have a user in the UK.  No matter if the user is on Wi-Fi, VPN and hardline, or accessing Box Drive online, any files added are delayed for his sync by 24-48 hours at minimum.  How can this be resolved as it is causing client problems and is impacting sales and production.

How do I create a ticket for a Box issue? When creating new folders, instead of one folder, Box is creating two. Also, when saving a document to Box, Box is saving it twice making a new version of the saved document.

new user testing this service. When I import a folder with a mix of folders and files (255 in total, 100.9 MB) most of the folders that have just a few files are empty upon import and most of the files do not import at all. What am I missing?

Hello, My colleague is trying to sign up box.com, but he is not receiving verification email. he’s done all of the trouble shooting guide. It seems like he is on the box.com suppresion list. Could you remove his address from the list? his email address is as follows <removed personal information>

I received a notice that I had been charged for the next month of service, but I had intended to cancel service. Is it possible to cancel now, and receive a refund for the service? I have not used it for over a week 

I have accidentally deleted some folders and files while I am moving my files from Box to OneDrive, please help me in restoring them. Thanks in advance.

How do I delete my account? 

Hey Team,While my local Box storage occupies <40GB, Box online reports >51GB with same number of files.  Can you please help me understand or fix this issue?Thanks in advance!P.S.: I posted the same issue (old post) a week ago on Support forum and was told that the situation should be automatically fixed in 24 hours.  It has been five days since then but the situation has not be fixed.  Also, adding more comment to the old post does not seem to get the support team's attention.  Hence, I am reposting the issue here.

I would like to request a refund on something I didn’t renew. I was charged $120 Today in my bank account and I would like to get a refund as soon as possible because I do not use box at all, and I did not renew my subscription at all, so I don’t even know why this $120 was charged to my bank account.

  With a new PC that has an Intel processor, I wanted to install Box Drive, but now I got the error message: "Called runscript when not marked in progress." Even after restarting it didn't work. What can I do to use Box Drive as usual again?

i want to install box drive on a new desktop pc. But when opening the file i get the next messages ‘ Called runscript when not marked in progress’ and when i proceed i get the message ‘ called installfinalize when no install in progress’ . I do not have an older version of box installed yet. So how can i fix this? Thanks

Hi there, For the last few months, we’ve been having issues with Box Tools integration with Chrome and Edge when using through Workbooks. If we try to open any document inside Workbooks, from Box we get a pop up (snip below) asking us to allow Box Tools to connect. I have checked and this is still switched the allow.  Has anyone got any ideas how to get Box working within Workbooks again?

My desktop (Windows 10 pro) and my laptop (Windows 11) no longer sync all files to the cloud.  I cannot get them to sync new files to the cloud.  Their directory is set to sync but they do not.