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Question

Shared link works on PC, but not mobile

  • May 22, 2025
  • 2 replies
  • 55 views
C
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I recently overhauled my music group's website using Wordpress/Elementor (mentioning this only because the error MIGHT be on my end, though I don't understand how).

We use Box cloud storage for sheet music and such, using the "shared link" option. Everyone who has the link should be able to access the box. The links work on PC, but not on mobile devices. On those devices, I get the message "This shared file or folder has been removed.". But that's clearly not the case, since the same link works on another device.

More info:
All other links on the site work on all devices.
I am not the owner of the Box account and only have reading access. 
My Box account is specifically created to ask this question, so it's not a login issue.
The link worked before the overhaul.

Is this a known issue? What can I/we do?

    2 replies

    C
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    Hi Veronika,

    Welcome to the Box Community, I'm happy to help.
    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 permissions or to send you the correct link to the file.

    Best,

    C
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    That should have nothing to do with platform, though?

    As I said, I and everyone else involved CAN access it on a computer. The error only arises on phones and tablets.

    The link is the same, clicked from the same webpage. All accounts involved are the same. The ONLY difference is the platform.

    I see from scrolling down a bit that a couple of others have had the same problem. Did anyone ever get a useful answer?

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