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Question

Preview does not load and file(s) cannot be downloaded

  • May 23, 2025
  • 1 reply
  • 102 views
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It seems and old problem has reared its ugly head again.

I am have problems any links sent to me yet other people do not seem to have the same problem.

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Can you help resolve this?

    1 reply

    Forum|alt.badge.img
    Hi Peter, 
     
    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.
    4. If the permissions and location of the file are verified and correct, and you still cannot access it, please contact Box Support for assistance at support.box.com.

    Hope it helps! 

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