How will support for Box and Microsoft work?
Microsoft and Box would like your help in providing feedback and necessary information to support answering questions or resolving issues. For instance, to coordinate troubleshooting an issue across both companies, Microsoft may need a user's logs for Office while Box may need that same user's logs for Box Drive or other Box apps.
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Contact and send logs to Microsoft? [See below on how to send feedback.] |
Contact and send logs to Box? |
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Issues with Box Drive |
No |
Yes |
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Issues with Office when co-authoring |
Yes |
Yes |
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Other issues with Office |
Yes |
No |
How can I reach out to Box if I encounter any issues with Box products?
You, as collaborator or admin, can reach out to the Box support team through their regular support channels. We request to share the below info when contacting Box. See the question above for general info on how support with Box and Microsoft works.
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Box Drive |
Attach Box Drive logs (steps are detailed here) to the email. Include the following information: 1. Description of the issue 2. How to reproduce the issue (if possible) 3. Screenshot and/or video of issue (if possible) 4. Number of impacted users in your org (i.e., number, one, some, all) 5. Severity of issue (i.e., inconsistent user experience or does not allow users to edit a document, etc.) 6. Approximate date and time the issue(s) occurred 7. Box account user ID that experienced or is experiencing this issue |
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Office Desktop App |
Same as above |
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Box Mobile Apps |
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Office Mobile App |
Same as above |
Who can I reach out to if I have any questions about Office and/or co-authoring?
When a team member encounters any issues with the co-authoring functionality in the Microsoft Office apps, reach out to *both* Box and Microsoft. The below instructions follow the guidance outlined in the first question above.
For contacting Box, send us the information requested above in the second question, which allows Box and Microsoft to coordinate issues on behalf of users.
For co-authoring issues, in addition to sending information to Box, submit issues from within the Office apps via the Help tab. Doing so submits additional information to Microsoft that allows us to best troubleshoot the issue. If needed, Microsoft representatives may contact the collaborator for any additional information. You are also encouraged to contact your Microsoft CPM.
If a collaborator encounters an issue with any Office feature outside of the co-authoring functionality with files in Box, ask collaborators to submit these issues to Microsoft as indicated above (from the Help tab) or contact your Microsoft rep or CPM for support.