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Question

new app update not working?

  • January 4, 2025
  • 1 reply
  • 416 views

Anyone having problems with the latest update of BOX Mobile? I can’t scroll between photos I just get an eternal loading sign. Often it freezes in one photo and I can’t hit the X button to close out or switch to any other menu. I can acesss the menus but none of the buttons work. I’m at the point I have to close Box Mobile and reopen it every single time I want to switch to a new document. It that just my device or is this happening  elsewhere? Trying to decide whether to submit a ticket.

    1 reply

    Jey Bueno Box
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    • Jey Bueno Box
    • Community Manager
    • January 6, 2025

    Hi ​@Eeeek234 👋 Welcome to the Box Community! Thanks for bringing this up.


    We have not received any communication regarding this type of issue, nor have we seen any reported issues on status.box.com. To help resolve this, could you please try the following troubleshooting steps?

    1. Force Close the App: Close and reopen the Box app.
    2. Clear Cache or Reinstall:
      • For Android: Go to Settings > Apps > Box > Storage > Clear Cache.
      • For iOS/Android: Try reinstalling the app.
    3. Update the Box App: Make sure you're using the latest version in the App Store (iOS) or Google Play (Android).
    4. Check for OS Updates: Ensure your phone’s operating system is up to date.
    5. Disable Power Saving: Turn off any battery saver or power-saving features.
    6. Close Background Apps: Close other apps running in the background.
    7. Try Another Device: If possible, test the app on a different device.

     

    If you continue to experience the issue, please submit a ticket so our Product Support team can investigate the root cause and assist you further. When submitting the ticket, kindly provide the following details:

    1. What device are you using (iPhone or Android), and which OS version (e.g., iOS 15, Android 12)?
    2. What version of the Box app are you using?
    3. Do you see any error messages when the app freezes or crashes?
    4. Have you tried clearing the app's cache or reinstalling the app?

     

    Thank you for your patience and cooperation in resolving this matter. 🤗

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