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Question

I am experiencing an issue with a specific file in Box.

  • March 26, 2026
  • 1 reply
  • 13 views
P
Hi Team,
I am experiencing an issue with a specific file in Box.
Although I have Co-owner permissions for this folder, I am unable to rename, move, or delete this particular file. When accessing Box via a web browser, the "Unlock" option is greyed out and inactive.
I have already verified the following:
I can open and view the file without issues.
  • I can delete other files in the same folder, so my permissions are active.
  • The file cannot be copied to another location.
It appears that there might be a Legal Hold, a Retention Policy, or a stuck API integration (like DocuSign) applied specifically to this file. Could you please investigate and assist in releasing the lock?
Thank you.

    1 reply

    Rona Box
    • Rona Box
    • Community Manager
    • March 27, 2026

    Hi ​@Petra Gavurnikova, 

    Welcome to Box Community, and we’re glad to assist! 

     

    For us to review the affected file, you must reach out to the designated user that works directly with Box. Please get in touch to your internal team to figure out how you could submit a support case for this one. 

     

    Thanks for posting, and we hope to sort this out soon! 

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