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Downloads from two different locations in the same jurisdiction fail, this has been an on/off issue over the last while but now it is with every attempt. No detail in the failure dialog, just the word 'failure', no error code or message detailed. This is whether it is a large download - 5-10GB (made up of multiple sub-folders) or downloads of less than 5GB. This has been tested using two different ISPs in two different locations. Is it possible that there is a latency issue or server specific bandwidth problem affecting the ROI jurisdiction?


Similarly, there has been a tendency for the servers to stop allowing or facilitating access to the file contents directly via a pdf editor, that is when the user tries to open a file on the server, if it is over a certain size, say 70MB, the file will not open. This is the preferred way for non-technical people to add comments while reading the file.

Hi Margaret, 


Welcome to Box Community and glad to help!


To help fix your download issue, please run these troubleshooting steps.


  • 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.

  • Temporarily disabling any internet security/firewall programs to test whether they conflict with Box (Note: you may need clearance/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:

  • To check download performance, do the steps here: Testing your Network Connection

Additionally, there are a couple of things should keep in mind while downloading files and folders. 


Hope it helps! 

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