Box tag not working

Hi ​@BoxUser002, 

Welcome to Box Community, and we’re here to assist regarding your issue with Tags! 

It indicates that you have already collaborated with one of our team members, and please keep an eye out. One from the Box Product Support team is already working on your case and we will reach out to you as soon as possible. 

Thanks for posting, and we hope to get this sorted out soon!

I am experiencing this issue too. This severely disrupts workflow and needs to be remedied ASAP! Thank you

Hi ​@MSWBD, thank you for joining this thread regarding your inability to @-mention collaborators. 

Currently, our Engineering team are working on this to get this sorted as fast as we can. We ask for your patience at this time. 

We will keep you posted, and thanks for posting! 

Our company is experiencing the same thing.  This is bottlenecking production for our team and graphic production

Same thing happening with my company

Hi ​@Claudia Black and ​@lstaley06, welcome to Box Community! 

We are sorry that this incident is disrupting your workflow. Please bear with us while we get this feature working again, and we’ll let you know once we hear some news. 

Please keep an eye out!

Tagging users is not working in Box. Users appear in dropdown menu, but I can’t click on them to actually mention them within the file.

Hi ​@lstaley06, welcome to Box Community, and I moved your post to this related topic. 

Currently, we don’t have a suggested workaround and still, we hope that you find this thread helpful regarding your tagging issue.

We’ll let you know once we get further updates. Thanks for posting! 

Same issue here. Let me know when you have a workaround.

I am running into the same issue, please update if you find a workaround for this

Running into the same issue of not being able to tag. This is interrupting workflow and deadlines.

 I'm the admin and today I encounter problems in using  @mentions in Box. When I type @, the list of users appears correctly, but selecting a user does not insert the mention. This occurs on multiple computers, multiple browsers (Chrome and Edge), and across all folders. Other collaborators in the same folders can use @mentions without issue, so the problem appears to be specific to my account and I am the admin of a business account. I appreciate any help! 

Hi,
When I use the @mention function in an open document, users do appear but I’m unable to @mention anyone. I tried use another account and different browser but it is still the same. 

Thank you!

same here in all type of files

I am experiencing the same issue. I contacted support and was informed that it is a malfunction with the Box service and that the engineering team is currently working on a resolution.

I am experiencing the exact same issue.

When I checked the browser developer tools, I found the following error occurring every time I tried to click and select a user from the mention list:

JavaScript

Uncaught (in promise) RangeError: Can not convert <mention, " "> to a Fragment (looks like multiple versions of prosemirror-model were loaded)

6842.ab9485cdd0.js:2:427389

With the 7/26/26 update, our internal and external partners are unable to tag users in the new comment box. The tag box is just stuck and unclickable. This is interrupting our business. Please fix. Thank you! 

 

 

Yes, it's not possible to tag people in the comments, and that doesn't make the process any easier. If you could fix this soon, I'd really appreciate it. Thank you.

Any Updates?

Just to add one more thought on why this issue might affect some users but not others:

One possible explanation is CDN cache propagation. Depending on the user's location or which CDN edge server they are routed to, some users may receive a mix of cached older files and newly deployed files, resulting in a library version mismatch.
 

It is happening to me as well. Thank you for sharing. 

Thank you so much! I read in the community chats that BOX team is working on this technical issue, Hopefully soon for all of us. 

Where can we see updates on their progress toward resolution?

Need update on this!

Hi ​@Bensyl and ​@lstaley06, thank you both for reaching out! As of this writing, we are still yet to hear from our Engineering team. 

Note that our team are closely working to resolve this issue and hopefully, we hear some news soon. 

We appreciate your time and understanding! 

Good morning,

Will Box send out an email notification letting everyone know that the issue has been resolved?

Thank you