We’re experiencing multiple end recipients that are no longer able to download Box download links sent to them via email for files over about 180mB. This only occurred since around the end of April / start of May onwards. Even previous links to files over 200mB which they have successfully downloaded before without problem, no longer allow them to download the same files they were able to previously. We’ve done a number of tests and note:Only recipients using Apple devices (PC, tablet or smart phone) are having this issue, The same Apple users can still download smaller Box files. Windows users have no issues and can download the same links that the Apple users can’t. The Apple users are able to download the same files via Dropbox suggesting there has suddenly been a change in file size limit for Apple users using Box??Any help would be appreciated as the recipients are various clients and are now asking we switch to another software for sharing data. Out of all the software we’ve trialed, Box, for us, is the best solution.

End recipients using Apple devices no longer able to download files over 180mB

We’re experiencing multiple end recipients that are no longer able to download Box download links sent to them via email for files over about 180mB. This only occurred since around the end of April / start of May onwards. Even previous links to files over 200mB which they have successfully downloaded before without problem, no longer allow them to download the same files they were able to previously. We’ve done a number of tests and note:

Only recipients using Apple devices (PC, tablet or smart phone) are having this issue,
The same Apple users can still download smaller Box files.
Windows users have no issues and can download the same links that the Apple users can’t.
The Apple users are able to download the same files via Dropbox suggesting there has suddenly been a change in file size limit for Apple users using Box??

Any help would be appreciated as the recipients are various clients and are now asking we switch to another software for sharing data. Out of all the software we’ve trialed, Box, for us, is the best solution.

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Hi @AMB, welcome to the Box Community!

To help isolate the issue and resolve this concern affecting Apple devices, please check the troubleshootings steps that the end recipients can try:

Updating your browser and OS to the latest version. See Understand the Box Policy For Browser And OS Support to learn more.
- For macOS, iOS, and iPadOS, we support the two latest major versions.
Clearing your browser's cache
Using Box with an alternate browser, computer, or network. If possible, Test using both Ethernet and Wi-Fi connections.
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:
- Chrome, Edge, Firefox, Safari
To check download performance, do the steps here: Testing your Network Connection

Check out Common Issues with Downloading Files for reference and other things to keep in mind.

There have been no changes to the upload and download limits. However, we do have preventative measures in place related to bandwidth, in accordance with our fair use policy.

If the issue persists, please let us know and provide any error messages they receive when downloading, so we can further investigate.

Hi Jay,

Thanks for the quick response. I’ve forwarded the Box help info to the recipients and it doesn’t appear to fall into any of those categories. They are located in various capital cities around Australia and each of them noted the inability to download large files (>180mB) around the same time suggesting it is some other issue - perhaps Apple related and not Box? They are still able to download smaller files indicating the problem is related to a possible sudden restriction on file size download limit, again perhaps with Apple given you note there hasn’t been any changes with Box?

We’ll keep monitoring it and see what else eventuates.

Thanks.

Hi Jay,

Further update on the above, The Apple-user recipients are now able to download the larger files using the steps below:

Process to open link to App.Box if using Apple devices:

Step 1. Right click on the link and select from list 'Open link in incognito window' / Private Window

Step 2. App.Box opens up

Step 3. Red circle scrolls downloading document or click on download tab to save to designated folder

Thanks.

Dear @AMB, thank you for the update. While their issue doesn't appear to fall under the Common Issues with Downloading Files, I'm glad to hear that your recipients are able to download large files using the workaround you discovered.

At this time, there are no known issues reported by Box regarding downloads on Apple devices. For now, the best course of action is to continue monitoring the situation as you’ve mentioned. If any unexpected behavior occurs, please don’t hesitate to reach out.

We truly appreciate your patience and cooperation.

Thanks Jay.

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