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Some files have been shared with me in a password protected folder. I can't open or download any of the files from the link. I have the password, but I'm not getting an option of entering the password. How can I download the files? Nothing happens when I click on the download arrow


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Hi Anna, 


Welcome to Box Community and glad to assist!


If you are encountering problems downloading files from your Box account, we recommend that you try:


  • Updating your browser to the latest version

  • Clearing your browser's cache

  • Using Box with an alternate browser, computer, or network. If possible, Test using both Ethernet and Wi-Fi connections. Wi-Fi is typically slower than an Ethernet connection. Increased distance from your router can further decrease your speeds. If there are walls or other obstructions between you and your router, this could cause your internet speed to decrease. In that case, try moving closer to your WiFi router.

  • Temporarily disabling any internet security/firewall programs to test whether they conflict with Box (Note: you may need clearance or assistance from your organization’s IT department/helpdesk to do this)

  • Temporarily disabling any plugins/extensions in your browser

  • Removing unwanted extensions, plug-ins, ads, pop-ups & malware:

For more information, please see this article.


Thanks for posting! 

Hi, I tried doing the above-mentioned recommendations, but it still doesn't work. What else can I try?

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