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Cannot download the files

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Rafał Grzelka

Hello

I have a similar issue as everybody in here. I cannot download any files despite being able to upload files to the site and having access to the folders.

I can't make it work so I'd like to place a ticket or obtain any help from the support. It does not work on other browsers either.

I click the download button, and nothing happens. I have no adblockers nor extensions. Nothing seems to work.

What am I doing wrong? Can I get any contact from your IT support?

Kind regards

 

 

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  • Rona

    Hi Rafal,

    Welcome to Box Community and glad to assist!

    If you are encountering problems downloading files from your Box account, we recommend that you try:

    • Updating your browser to the latest version
    • Clearing your browser's cache
    • Using Box with an alternate browser, computer, or network. If possible, Test using both Ethernet and Wi-Fi connections. Wi-Fi is typically slower than an Ethernet connection. Increased distance from your router can further decrease your speeds. If there are walls or other obstructions between you and your router, this could cause your internet speed to decrease.
    • Temporarily disabling any internet security/firewall programs to test whether they conflict with Box (Note: you may need clearance or assistance from your organization’s IT department/helpdesk to do this)
    • Temporarily disabling any plugins/extensions in your browser
    • Removing unwanted extensions, plug-ins, ads, pop-ups & malware:
    • To check download performance, do the steps here: Testing your Network Connection

    Hope it works! 

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  • Rafał Grzelka

    Dear support team

     
    I have run the diagnostics tests and used local IT help as well, but I have not been able to resolve the issue of not being able to download any files from box (iiPay).
     
    I granted support access in my profile settings.
     
    Here is the pasted connectivity report:
     
    =========================================================================
    User ID: 33788584685
    Current User Time: 1722343717
    =========================================================================
    PART 1 of 3: Testing ping to different Box hostnames...
    -------------------------------------------------------------------------
    Checking ping to https://app.box.com
    Pings: 244, 244, 241ms.
    Minimum ping: 241ms. Maximum ping: 244ms. Average ping: 243ms.
    -------------------------------------------------------------------------
    Checking ping to https://ent.box.com
    Pings: 358, 524, 532ms.
    Minimum ping: 358ms. Maximum ping: 532ms. Average ping: 471ms.
    -------------------------------------------------------------------------
    Checking ping to https://account.box.com
    Pings: 320, 225, 220ms.
    Minimum ping: 220ms. Maximum ping: 320ms. Average ping: 255ms.
    -------------------------------------------------------------------------
    Pings: 690, 550, 530ms.
    Minimum ping: 530ms. Maximum ping: 690ms. Average ping: 590ms.
    -------------------------------------------------------------------------
    Checking ping to https://app.boxcn.net
    Pings: 686, 534, 583ms.
    Minimum ping: 534ms. Maximum ping: 686ms. Average ping: 601ms.
    =========================================================================
    PART 2 of 3: Testing download throughput of connections to different Box hostnames...
    -------------------------------------------------------------------------
    Checking download throughput to https://dl.boxcloud.com
    Failed to download the initial test image for "https://dl.boxcloud.com".
    Aborting the remainder of the download tests for "https://dl.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://cdn01.boxcdn.net
    The 10KB file loaded in 362ms (229 kbps).
    The 33KB file loaded in 481ms (561 kbps).
    The 71KB file loaded in 390ms (1491 kbps).
    The 252KB file loaded in 340ms (6077 kbps).
    Download failed or timed out for "https://cdn01.boxcdn.net" on a 1137KB file (45s timeout)
    Aborting the remainder of the download tests for "https://cdn01.boxcdn.net" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://usw1.boxcloud.com
    Failed to download the initial test image for "https://usw1.boxcloud.com".
    Aborting the remainder of the download tests for "https://usw1.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://nane1.boxcloud.com
    Failed to download the initial test image for "https://nane1.boxcloud.com".
    Aborting the remainder of the download tests for "https://nane1.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://euw2.boxcloud.com
    Failed to download the initial test image for "https://euw2.boxcloud.com".
    Aborting the remainder of the download tests for "https://euw2.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://euc1.boxcloud.com
    Failed to download the initial test image for "https://euc1.boxcloud.com".
    Aborting the remainder of the download tests for "https://euc1.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://ane1.boxcloud.com
    Failed to download the initial test image for "https://ane1.boxcloud.com".
    Aborting the remainder of the download tests for "https://ane1.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://ause1.boxcloud.com
    Failed to download the initial test image for "https://ause1.boxcloud.com".
    Aborting the remainder of the download tests for "https://ause1.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://sae1.boxcloud.com
    Failed to download the initial test image for "https://sae1.boxcloud.com".
    Aborting the remainder of the download tests for "https://sae1.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://ase.boxcloud.com
    Failed to download the initial test image for "https://ase.boxcloud.com".
    Aborting the remainder of the download tests for "https://ase.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://euw9.boxcloud.com
    Failed to download the initial test image for "https://euw9.boxcloud.com".
    Aborting the remainder of the download tests for "https://euw9.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://euw1.boxcloud.com
    Failed to download the initial test image for "https://euw1.boxcloud.com".
    Aborting the remainder of the download tests for "https://euw1.boxcloud.com" due to download failure.
    -------------------------------------------------------------------------
    Checking download throughput to https://as1.boxcloud.com
    Failed to download the initial test image for "https://as1.boxcloud.com".
    Aborting the remainder of the download tests for "https://as1.boxcloud.com" due to download failure.
    =========================================================================
    PART 3 of 3: Testing upload to different Box hostnames...
    -------------------------------------------------------------------------
    Checking upload speed to https://upload.app.box.com
    Initial connection timed out for https://upload.app.box.com on a 1000B file (10s timeout).
    Aborting the remainder of the upload tests for https://upload.app.box.com due to upload failure.
    -------------------------------------------------------------------------
    Checking upload speed to https://upload.ent.box.com
    Initial connection timed out for https://upload.ent.box.com on a 1000B file (10s timeout).
    Aborting the remainder of the upload tests for https://upload.ent.box.com due to upload failure.
    -------------------------------------------------------------------------
    Checking upload speed to https://upload.app.boxenterprise.net
    Initial connection timed out for https://upload.app.boxenterprise.net on a 1000B file (10s timeout).
    Aborting the remainder of the upload tests for https://upload.app.boxenterprise.net due to upload failure.
    -------------------------------------------------------------------------
    Checking upload speed to https://upload.app.boxcn.net
    The 9.8KB file loaded in 1151ms (70 kbps).
    The 97.7KB file loaded in 595ms (1345 kbps).
    The 976.6KB file loaded in 1531ms (5225 kbps).
    The 9.5MB file loaded in 4119ms (19422 kbps).
    4 out of 4 requests to "https://upload.app.boxcn.net" succeeded.
    Upload Speed: 19422 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-usw1.app.box.com
    The 9.8KB file loaded in 848ms (94 kbps).
    The 97.7KB file loaded in 1155ms (693 kbps).
    The 976.6KB file loaded in 1409ms (5678 kbps).
    The 9.5MB file loaded in 4626ms (17294 kbps).
    4 out of 4 requests to "https://fupload-usw1.app.box.com" succeeded.
    Upload Speed: 17293 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-nane1.app.box.com
    The 9.8KB file loaded in 739ms (108 kbps).
    The 97.7KB file loaded in 1129ms (709 kbps).
    The 976.6KB file loaded in 1147ms (6975 kbps).
    The 9.5MB file loaded in 4971ms (16093 kbps).
    4 out of 4 requests to "https://fupload-nane1.app.box.com" succeeded.
    Upload Speed: 16093 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-euw2.app.box.com
    The 9.8KB file loaded in 867ms (92 kbps).
    The 97.7KB file loaded in 1050ms (762 kbps).
    The 976.6KB file loaded in 936ms (8547 kbps).
    The 9.5MB file loaded in 2130ms (37559 kbps).
    4 out of 4 requests to "https://fupload-euw2.app.box.com" succeeded.
    Upload Speed: 37558 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-euc1.app.box.com
    The 9.8KB file loaded in 344ms (233 kbps).
    The 97.7KB file loaded in 381ms (2100 kbps).
    The 976.6KB file loaded in 484ms (16529 kbps).
    The 9.5MB file loaded in 1844ms (43384 kbps).
    4 out of 4 requests to "https://fupload-euc1.app.box.com" succeeded.
    Upload Speed: 43383 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-ane1.app.box.com
    The 9.8KB file loaded in 1032ms (78 kbps).
    The 97.7KB file loaded in 1467ms (545 kbps).
    The 976.6KB file loaded in 2002ms (3996 kbps).
    The 9.5MB file loaded in 4229ms (18917 kbps).
    4 out of 4 requests to "https://fupload-ane1.app.box.com" succeeded.
    Upload Speed: 18917 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-ause1.app.box.com
    The 9.8KB file loaded in 1166ms (69 kbps).
    The 97.7KB file loaded in 1693ms (473 kbps).
    The 976.6KB file loaded in 2158ms (3707 kbps).
    The 9.5MB file loaded in 4681ms (17090 kbps).
    4 out of 4 requests to "https://fupload-ause1.app.box.com" succeeded.
    Upload Speed: 17090 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-sae1.app.box.com
    The 9.8KB file loaded in 722ms (111 kbps).
    The 97.7KB file loaded in 1138ms (703 kbps).
    The 976.6KB file loaded in 1548ms (5168 kbps).
    The 9.5MB file loaded in 4483ms (17845 kbps).
    4 out of 4 requests to "https://fupload-sae1.app.box.com" succeeded.
    Upload Speed: 17845 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-ase.app.box.com
    The 9.8KB file loaded in 815ms (98 kbps).
    The 97.7KB file loaded in 1160ms (690 kbps).
    The 976.6KB file loaded in 1141ms (7011 kbps).
    The 9.5MB file loaded in 3674ms (21775 kbps).
    4 out of 4 requests to "https://fupload-ase.app.box.com" succeeded.
    Upload Speed: 21774 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-euw9.app.box.com
    The 9.8KB file loaded in 855ms (94 kbps).
    The 97.7KB file loaded in 1128ms (709 kbps).
    The 976.6KB file loaded in 1279ms (6255 kbps).
    The 9.5MB file loaded in 4520ms (17699 kbps).
    4 out of 4 requests to "https://fupload-euw9.app.box.com" succeeded.
    Upload Speed: 17699 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-euw1.app.box.com
    The 9.8KB file loaded in 947ms (84 kbps).
    The 97.7KB file loaded in 1207ms (663 kbps).
    The 976.6KB file loaded in 1136ms (7042 kbps).
    The 9.5MB file loaded in 4605ms (17372 kbps).
    4 out of 4 requests to "https://fupload-euw1.app.box.com" succeeded.
    Upload Speed: 17372 kbps
    -------------------------------------------------------------------------
    Checking upload speed to https://fupload-as1.app.box.com
    The 9.8KB file loaded in 766ms (104 kbps).
    The 97.7KB file loaded in 1283ms (624 kbps).
    The 976.6KB file loaded in 1093ms (7319 kbps).
    The 9.5MB file loaded in 5009ms (15971 kbps).
    4 out of 4 requests to "https://fupload-as1.app.box.com" succeeded.
    Upload Speed: 15971 kbps
    =========================================================================
    Final User Time: 1722343892
     
    Could you help me locate the issue? Or provide any specific steps to follow based on this report?
     
    Kind regards
    Rafał
     
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