Box.com has strict security policies to ensure that only authorized users can access your Box folders and files.
Here are a few troubleshooting tips to ensure Box is working correctly with SurePoint Practice Pro.
Authentication Has Expired
There is a time limit on how long Box allows a user to stay connected to another application, such as SurePoint Practice Pro.
When your connection to Box.com has expired, you may see warnings in SurePoint Practice Pro that you will need to "Reconnect to Box.com".
Reconnect to Box.com
In order to Reconnect to Box, click on your name in the upper right.
Click on "Your Account"
Click on the "Integrations" tab
Under Box, you should see a "Disconnect" button if you are already connected.
Click the "Disconnect" button
Now click the "Connect" button
Login to Box.com
You should be redirected back to ZenCase
You should be reconnected to Box in ZenCase
Incorrect Box.com Account Logged In
If you have multiple Box.com accounts and accidentally log in to the wrong one, you will need to log out and back in with the correct account.
You may see a message "This shared file or folder link has been removed or is unavailable to you." which is a good indication that you may have the wrong Box.com account logged into ZenCase.
When you encounter this message, please try to log out of Box.com
Log Out Of Box.com
From the Box iframe in SurePoint Practice Pro when viewing a Contact or Matter profile, click the "Go to your files" button
You will see a cloud game, please drag the white cloud to the dark cloud
After it loads the Box page, then click your initials in the upper right corner
Click "Log Out"
After you have logged out, you can then login again
Click the "Secure Log In" button
Login and you should be connected to the correct Box.com account
You should no longer see the message that the shared file or folder link is unavailable.
If you are still experiencing issues with Box.com, please contact us via the help conversation icon in the top-right navigation bar on every page.