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Files not available when shared to user

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Lotz Tech

My company is having an issue that is presenting itself when, someone shares a folder with files to a user. The person sharing is in Europe and the person being shared to is in North America. 

The North America user clicks the link, and accepts the invitation, then gets an error on the box site saying the files are not found or not available.

Is there a delay between the 2 locations and the files syncing between datacenters? This is seems to self resolve it self after some time.

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  • France
    • Edited

    Hi there, 

    Welcome to the Box Community, I'm happy to help!

    Do they receive a message that says: "This shared file or folder link has been removed or is unavailable to you." 

    If yes, 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.
    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 this helps! If you have other questions, please let us know and we will do our best to help you!

    Regards,

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