Skip to main content
Question

Hyperlinks Not Working

  • May 27, 2025
  • 1 reply
  • 88 views
Forum|alt.badge.img

We use Smartsheet's to track submittals with hyperlinks to files in box. When I click on a hyperlink, the message I get is "This shared file or folder link has been removed or is unavailable to you." However, I have been given full access to all these files. How can I submit a support ticket for this?

    1 reply

    Forum|alt.badge.img

    Hi Ike, 

    Welcome to Box Community and glad to assist! 

    This error typically is caused by one of 3 things:
    1. Incorrect sharing permissions on the shared file. In other words, whoever created the link did not set the correct access level on the link. If you are not already a collaborator in the folder (or file) the link points to, the link would need to be set to "people in the company" (if that person is also at your company) or "people with the link" (if that person is not part of your company).
    2. The person who created the shared link has since removed it.
    3. You are attempting to access the shared file with a personal Box account instead of the account with which the file was shared.
    Here's what you can do:
    1. Verify you are logging into Box with the account to which the file was shared. Typically this will be your company Box account.
    2. If that doesn't resolve the issue, contact the individual who owns the file. Ask them to either to review and revise the file share permisions or to send you the correct link to the file.
    3. If that doesn't resolve the issue, contact your organization's IT admin for help locating the file and fixing the permissions.

    Thanks for posting! 

    Terms of ServiceAccessibility statement