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Question

A file in BOX is suddenly inaccessible

  • May 22, 2025
  • 5 replies
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Hello,
My file which has been stored in BOX for years now, is suddenly inaccessible to my students, since mid September. 
This is the link to the file
Last time I have changed it was August 2017.
When I LOGIN I can see it, but my students who have been using it for years, can not.
They get the message
 
We’re sorry, the preview didn’t load. Please refresh the page.
 
and can't view the file which is - 
 
orchestra_guide_ver5.pdf
 
I hope that you can help. Thanks.
 

    5 replies

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    Hi there, 

    Welcome to the Box Community!
     
    This would be something our Box Support team would like to investigate with you and may require specific account information. 
     
    I've gone ahead and created a ticket for you so that an agent can work directly with you on looking into this. Please check your email for details.
     
    Thanks for your patience!
     
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    Hello @strauss-tavori
    I'm having problems trying to access my free account, I tried logging as mobile site in the desktop (I know is not the same but maybe you could have access to your files).
    Try logging as https://m.box.com/  and comment if that works.

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    Hello Jorge,

    Thank you for trying to help.

    Meanwhile, I found what the problem was. It has to do with BOX redirecting URL's.

    If I remove the www from the original URL link www.box.net/.... to be box.net/....  the link works! It redirects to my file in  https://app.box.com....

    Best, Michal

     
     
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    Thank you Michal,

    Very informative and resourceful answer, usually most of the forums gives you "canned answers", or copy&paste replies.
    I don't mind if the service has a hiccup, but they could send a mail telling what happened.
    One thing that I've noticed is that I'm not asking anymore my 2FA before login, maybe the cookie saves that extra step.

    Regards,

    Jorge

     

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    Hello again,

    I have been corresponding with a support person for nealy 2 weeks now, but it seems that we fail to communicate properly.

    I have found the reason for the erroneous message and notified the support person but nothing happens. 

    So here I go again - 

    I have stored my file in BOX  14 years ago, to be viewed by everybody, including non users of BOX.

    It seems that BOX redirected file names and have a small bug.

    So the link to my file

    http://www.box.net/shared/boa2z1ao8g

    yields  the error - We’re sorry, the preview didn’t load. Please refresh the page

    but if I remove the www from the link to be

    http://box.net/shared/boa2z1ao8g

    the link is redirected correctly to 

    https://app.box.com/.....

    and my file can be viewed.

    HELP

     

     

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