Hi Nicolette, 

Welcome to Box Community and glad to assist! 

Is this a recurring issue while opening your files? If so, please follow the troubleshooting steps below. 

• Updating your browser to the latest version


• Clearing your browser's cache


• Using Box with an alternate browser, computer, or network.


• Restart your machine. 

Hope it helps! 

Hi i did that and it is still the same. I am using Safari on my mac