file preview and download issue

Hi there, 

Welcome to the Box Community!

For me to check, may I please have the following: 

• How are you downloading the file? Can you provide the steps?
• How big is the file you're trying to download?
• Does it show any error message?
• Could provide a screenshot?

Looking forward in assisting you. 

Hi Aira,

1. I usually log into the box, choose a file, and press download button.

2. as you can see in the screen shot, those files are not big at all

3. there's no any error message. I also tried to use other account to download but there comes up the same problem. But I can download files from other platform.