A list containing the majority of Citrix Content Collaboration (formerly ShareFile) support articles collated to make this page a one stop place for you to search for and find information regarding any issues you have with the product and its related dependencies.
The page is updated daily with new support articles and information. Articles will change from time and if information here is outdated or incorrect please let me know using the comments. Links may also expire or change so if you find broken links, please again let me know. For each issue, known product versions affected are recorded however that does not mean product versions that aren’t listed are not affected.
There is a search box that you can use if looking for a specific fault. For example if you have an error code or error message, use that to perform a search. You can also use your browsers search feature which will perform a search against the whole page based on the words you enter.
ShareFile / Citrix Content Collaboration:
| wdt_ID | Brief Description of Issue | Brief Description of Fix | Applicable Product Versions Affected (if known) | Link to supplemental Support Article(s) |
|---|---|---|---|---|
| 1 | A blank white screen is displayed when logging on to ShareFile through NetScaler. | Add a forward slash "/" to the end of the URL in the "Web Interface Address" dialog box. | https://support.citrix.com/article/CTX207511 | |
| 2 | The "Unzip after uploading" or "Always unzip" checkbox is no longer available when uploading files to your ShareFile account. | The Citrix ShareFile team are revieing this feature and it's use-case for future product enhancement and functionality improvements. | ||
| 3 | When sharing a link from the ShareFile 10.6 mobile app, you receive options to either use "Secure Mail" or "Native Mail". Upon selecting Native Mail the ShareFile app redirects you to "Secure Mail". | Change the MDX policy Mail Redirection setting to "Native Mail". | https://support.citrix.com/article/CTX227378 | |
| 4 | Outlook Today does not display any content and remains blank. | Remove value "outlook.exe" from "HKCU\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION". | https://support.citrix.com/article/CTX229701 | |
| 5 | When trying to log on with the Outlook plug-in, you receive JavaScript errors rather than the NetScaler Gateway login page. | Upgrade the ShareFile plug-in to 5.1. | https://support.citrix.com/article/CTX229975 | |
| 6 | When trying to access ShareFile from a mobile device it works intermittently and may throw error "Your corporate credentials cannot be retrieved at this time". | On the NetScaler Gateway, turn SSO off on the configured Traffic Policy. | https://support.citrix.com/article/CTX230514 | |
| 7 | When attempting to open and edit SharePoint documents through Microsoft Word or a web browser via NetScaler you receive error "File could not be found" on MAC and "Unable to open the document" on Windows. | The issue lies with how NetScaler is handing the OPTION request. Follow the CTX article steps to resolve. | https://support.citrix.com/article/CTX230802 | |
| 8 | You may receive a "Your browser is out of date" error when attempting to log in to ShareFile Outlook Plugin 5.x or newer. | Add a DWORD value as described in the CTX article. | Citrix ShareFile Outlook Plugin 5.x. | https://support.citrix.com/article/CTX232021 |
| 9 | Files opened from ShareFile in QuickEdit using the "Open In" menu do not open correctly and are declared as corrupt. | Update to the latest ShareFile 6.6+ and QuickEdit 10.7.15+ app versions and MDX Wrapper versions. This overcomes incompatibilities within the MDX Wrappers for ShareFile and QuickEdit apps. | Citrix XenMobile and Citrix ShareFile. | https://support.citrix.com/article/CTX232160 |
| 10 | When editing a file locally in ShareFile after updating it you notice the file is still the old version after clicking in to it again. | This is expected behaviour when your phone is in "Online Mode". This is due to the updated file not yet being uploaded to the ShareFile server as the update queue is not yet complete. | https://support.citrix.com/article/CTX232193 | |
| 11 | In the "ShareFile User Management Tool" you receive error "0x63" for a scheduled sync job. | This happens when you leave the User Management Tool open and the scheduled job uses the same expired OAuth token, which was used originally for authentication. Recreate the job as described in the CTX article. | https://support.citrix.com/article/CTX232273 | |
| 12 | SAML logons loop back to the login screen. | This can happen if there is a time issue between XenMobile, ShareFile StorageZones Controller and NetScaler. Configuring each component with the same timezone, time and with NTP would be another good option. | https://support.citrix.com/article/CTX232327 | |
| 13 | You receive error "Your account is not configured for ShareFile_SAML_SP. Please contact your administrator". | This error occurs when the ShareFile SAML application name is wrong in the Login URL on the ShareFile admin console. Check it under the "Configuration" tab and change accordingly. | https://support.citrix.com/article/CTX232329 | |
| 14 | Customer managed Storage Zone shows as "Migrating" under the ShareFile Admin page. | This can be due to asynchronous jobs running at the backend that are needing stopped. Contact the ShareFile technical support team. | https://support.citrix.com/article/CTX232486 | |
| 15 | You cannot preview Microsoft Office files with a new deployment of "Office Online Server" that has been integrated with an on-premises StorageZones Controller. When attempting to preview a file, you receive error "Sorry, there was a problem and we can't open this document". | Make sure the StorageZones Controllers are accessible through firewalls from the Microsoft Office Online Server. | https://support.citrix.com/article/CTX232452 | |
| 16 | When accessing the ShareFile application from an iOS device you do not see the "Network Shares" option to add or remove a Network Connector. | For the affected users, enable "Create SharePoint Connectors" for affected users. This must be enabled in order to create SharePoint and/or Network Share connectors in the ShareFile iOS application. | https://support.citrix.com/article/CTX232511 | |
| 17 | When a newly created users logs on to ShareFile webapp they receive error "Failed to load folder". | Make sure the StorageZone for each new user is set correctly and check if the newly created users are part of the same Organizational Unit in Active Directory as other current users. | https://support.citrix.com/article/CTX232531 | |
| 18 | If using multiple monitors and viewing ShareFile encrypted emails on the non-primary monitors, the content of the Encrypted Email does not correctly fill the viewing area/window. | Moving the Outlook window of the Encrypted Email to the primary monitor will allow you to view the contents of the email successfully. | https://support.citrix.com/article/CTX233182 | |
| 19 | On the ShareFile web app, when accessing network shares you receive error "The folder you are looking for could not be found". | Incorrect authentication settings were set against the IIS CIFS server on a StorageZone Controller. Anonymous and Basic Authentication must be enabled. | https://support.citrix.com/article/CTX233739 | |
| 20 | When uploading a file to ShareFile using the ShareFile Mobile App it does not upload. | Make sure the file name does not have more than 40 characters. | https://support.citrix.com/article/CTX234458 | |
| 21 | Sophos antivirus prevents "Open and Edit" ShareFile functionality from working properly. | ShareFile recommends adding "%LocalAppData%\ShareFile" to your Sophos exclusion list. | https://support.citrix.com/article/CTX234580 | |
| 22 | After installing the ShareFile Plugin for Outlook, it does not show. | Open Outlook, view the Add-Ins list and check if the plugin is listed as "Inactive". If so, enable it manually. | https://support.citrix.com/article/CTX234646 | |
| 23 | On your StorageZone Controller you may see error "System.Net.WebException: The remote server returned an error: (404) Not Found" | Check if the StorageZone Controller is able to reach "https://*.sf-api.com and https://*.sharefile.com (or .eu)". If it can, check the correct firewall rules are in place. | https://support.citrix.com/article/CTX234833 | |
| 24 | Using ShareFile Sync, you cannot save an Excel file. | The file path may be too long. | https://support.citrix.com/article/CTX234828 | |
| 25 | An upgrade of StoreFront 3.8 to 3.14 fails with "Error Id: XDMI:EF052189". | This will be fixed in a future release. Use the StoreFront installer .exe directly from "\x64\StoreFront" to perform the upgrade. | ||
| 26 | When you attempt to reset your ShareFile password in Microsoft Edge, the reCAPTCHA tool isn't supported. | Use a different browser. | https://support.citrix.com/article/CTX235575 | |
| 27 | SSO to ShareFile fails from external network. | IP restriction rules were removed and re-created by the Citrix ShareFile team. | https://support.citrix.com/article/CTX236066 | |
| 28 | ShareFile ".sf" files do not get deleted from network shares. | Users do not have delete permission on the network share resulting in these ".sf" files not being deleted. If you do not want .sf files being created each time a user accesses a network share, edit "AppSettingsRelease.config". | https://support.citrix.com/article/CTX236312 | |
| 29 | Upgrading ShareFile to Citrix Files iOS 7.1.3 on an iOS device results in the application no longer being accessible with error "App Not Available". | Update the MDX file to version 7.1.3 or later for the Citrix Files app on the Citrix Endpoint Management (formerly XenMobile) server, preferable before updating the ShareFile app on the device.. | https://support.citrix.com/article/CTX237596 | |
| 30 | You receive a "You are not authorized to use this client" when trying to use the ShareFile Outlook plugin. | If you have used incorrect credentials when authenticating to ShareFile using the plugin, you can delete the ".cfg" file from "%AppData%\ShareFile\Outlook", restart Outlook and enter the correct credentials. | https://support.citrix.com/article/CTX238093 | |
| 31 | You cannot import users to ShareFile in bulk via an Excel file. | Possible causes are filters applied to the Excel worksheet, duplicate entries, worksheet named something other than "Contacts", header cells such as "A1, B1, C1" removed, and formatting present. | https://support.citrix.com/article/CTX238501 | |
| 32 | When attempting to drag and drop folders to Citrix Content Collaboration, you receive error "Sharing folders is not available with this option. Please use individual files. | Drag and drop works only in Chrome. Also, multiple folders or a folder with sub-folders needs to be zipped before being uploaded. | https://support.citrix.com/article/CTX238543 | |
| 33 | The Citrix Files for Outlook plugin is missing from the toolbar. | Follow the CTX article steps to enable the plugin, or re-add it to Outlook. | https://support.citrix.com/article/CTX207690 | |
| 34 | ShareFile uploads fail when the Responder policy is created by the wizard in NetScaler. | The HTTP Callout and Responder policies should have the same port and scheme type configured. When these settings are matching, the issue is resolved. | https://support.citrix.com/article/CTX239063 | |
| 35 | When accessing "Personal Folders" you receive error "Failed to load folder. The folder you are looking for could not be found". | The "Default Zone" was set to "Cloud Zone" which was disabled from the control plane. Setting the Default Zone to "On-Prem Zone" resolved the issue. | https://support.citrix.com/article/CTX239715 | |
| 36 | When logging on to Citrix Files for Outlook you receive error "You are not authorized to use this client". | Check the CTX article for things to try, such as changing the user's password and that the user is set up as an employee in Content Collaboration. | https://support.citrix.com/article/CTX239817 | |
| 37 | Citrix Files encounters mount failures with exception error "0xC0000002" or "0xC0000022". | This can be caused by conflicting filter drivers, which would require the appropriate application to be uninstalled. Follow the CTX article for guidance. | https://support.citrix.com/article/CTX250001 | |
| 38 | You receive a "Page Not Found" error when using SAML authentication for Content Collaboration. | The authentication policy on ADC was misconfigured, as the SSO attribute was set to sAMAccountName instead of UPN. | https://support.citrix.com/article/CTX256802 | |
| 39 | When using Microsoft Azure as an IdP for Citrix Content Collaboration, you cannot sign in to Citrix Files. You may find errors such as "The signed in user 'a.user@domain.com' is not assigned to a role for the application". | This can occur if you have exceeded your quota for synchronising objects between on-premises Active Directory and Azure Active Directory. | https://support.citrix.com/article/CTX256870 | |
| 40 | Citrix Files and the Citrix Files for Outlook prompts for credentials on a XenApp or XenDesktop 7.6 VDA. | SSO isn't supported from VDA 7.6, so you are forced to authenticate through the Citrix ADC IdP. | Citrix XenApp and XenDesktop 7.6. | https://support.citrix.com/article/CTX256887 |
| 41 | When staff do not utilise the "File Checkout" feature, files are opened by numerous users and data saved as versions. There is no way to force a File Checkout from happening. | Citrix Files 19.7.63.0 has this feature, configurable via Group Policy. | https://discussions.citrix.com/topic/403702-sharefile-global-setting-force-file-checkout/ | |
| 42 | After publishing a Managed Path in SharePoint, you may find that attempts to access this resource by using the Storage Zone Controller SharePoint Connector fail. | Upgrade to Storage Zones Controller 5.8 or newer. | https://support.citrix.com/article/CTX259729 |
Anonymous
September 9, 2020Item failed to upload error message received.