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!
Question
Box tag not working
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!
For my company, it’s not specific to just the admin account. It’s happening to every user type including external users. With the latest update, the comment box also doesn’t allow spaces in between each paragraph so it’s a giant wall of texts.
In addition, I’m seeing drop down menus appear randomly in different locations across the screen. 😕
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.
Interesting thought 🤔
Hi
Meanwhile,
Same issue. I am unable to tag anyone or leave proper comments. Please help get this issue resolved. Thank you!
Mentions are broken for multiple collaborators. The @mention dropdown populates correctly, but selecting a user does not insert the mention. This occurs across multiple users, including Incognito mode and different files/folders, suggesting a workspace or web application issue.
This is a frustrating situation. We are now emailing, texting and DM-ing team members to let them know we have posted our comments.
👋 Hi everyone! We sincerely apologize for any inconvenience this issue may have caused. Just a quick note that we’ve moved some posts and comments into this thread so we can track everything in one place and share updates more efficiently.
A fix has now been released for all customers. If you’re still experiencing the issue, please log out and back in to Box.com to refresh your session. If re‑authenticating doesn’t resolve it, kindly clear your browser cache and try again.
Thank you for your patience and understanding as we worked through this.
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