Why can't I download a file?
Download can be blocked by several different things — here's how to identify which one applies to your situation.
A download can be blocked by multiple causes. Here are the most common ones and how to verify each.
|
Cause |
What to do |
|
You have Read-Only access |
Read-Only permission does not include downloading. Ask the sender to update your permission to Editor with download. |
|
A tag is blocking the download |
A tag is active on this file that blocks downloading. Even if the user has other permissions, the tag takes precedence. An administrator is required to enable it. |
|
Your admin has disabled download for your role |
A global policy prevents downloading. Contact your IT team. |
|
The file requires Anti-Capture mode |
The file is only viewable via the desktop app. Browser download is not available. |
|
The file is in Lock&Go format |
The file is encrypted and viewable only on the platform after authentication. |
💡 Tip: If you can't identify the cause, check the icons and tags visible in the file's Details panel. If the issue persists, contact the sender or your administrator.