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Login Issues

March 11, 2014, 9:41 am
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Mar 12, 00:51 UTC
Postmortem - At 11:43 AM ET on 11 March 2014, a component of the ShareFile service experienced a failure which temporarily blocked connections to one particular server. As a result, some ShareFile user logins were not able to be processed. In most cases, if a user tried again with their correct credentials they were able to login. By 11:56 AM ET, the underlying issue was addressed and all logins were being processed correctly

Mar 11, 16:41 UTC
Resolved - At this time we believe the issues that were previously seen have been fully resolved. If users experience any other issues, please contact our support team. 1-800-441-3453.

Mar 11, 16:14 UTC
Monitoring - Our engineers believe that they have resolved the source of the login issue. Please note that the cause of the login problem may have also caused issues for users uploading files or using our tools such as Sync and our Outlook Plugin. Again, we believe the root cause of these issues has been identified and resolved, however we will continue monitoring the situation and will provide updates as necessary.

Mar 11, 15:58 UTC
Investigating - Some users may be experiencing issues logging into their ShareFile account via the web application or other tools. Our engineers are currently aware of the issue and are working to research and resolve the problem as quickly as possible.

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Outlook Plugin: Emails not being sent

March 12, 2014, 3:53 pm
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Mar 14, 11:58 UTC
Postmortem - A configuration error on our API server caused the Outlook plug-in to fail to upload correctly when using a customer-managed StorageZone. This configuration error was rectified and a change is being made in our deployment process to ensure that this does not happen again in the future.

Mar 12, 22:53 UTC
Resolved - Our developers have pushed a fix to our system that should resolve the issue with certain Outlook Plugin user's emails not leaving the Outlook's outbox when a ShareFile link is in the body of the email. If users continue to experience issues, they are advised to contact our support team for troubleshooting and diagnosis.

Mar 12, 20:53 UTC
Identified - Our developers have worked to identify the cause of the issue with emails that include links from the ShareFile Outlook Plugin. We hope to release an update within the next few hours that will provide a resolution to this problem. Once deployed we will monitor the problem to ensure that it has been resolved. We will provide updates as necessary.

Mar 12, 16:52 UTC
Investigating - Some users may be experiencing an emails not leaving the Outbox when attempting to send files using the Citrix ShareFile Outlook Plugin. Our engineers are currently working to resolve this problem. We will provide an update to the issue as soon as possible.

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ShareFile Database Maintenance

March 14, 2014, 11:00 pm
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Mar 15, 06:00 UTC
Completed - The scheduled maintenance has been completed.

Mar 15, 05:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Mar 15, 00:27 UTC
Update - Previous correspondence regarding maintenance beginning at 9:00pm ET can be disregarded. Maintenance is scheduled for 1:00am ET and is still scheduled to be conducted at this time.

Mar 14, 17:55 UTC
Scheduled - ShareFile engineering will be performing scheduled maintenance on the morning of Saturday, March 15th at 1:00am ET. During this time the ShareFile service will be unavailable for some users.

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System errors within the web application

March 19, 2014, 9:47 am
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Mar 19, 16:47 UTC
Resolved - The previously cited problems should now be fully resolved. All users should be able to successfully log in to their account and perform all operations normally. If issues are still seen, please contact our dedicated support team at 1-800-441-3453, or via the support form within the 'Help' page on your account.

Mar 19, 16:32 UTC
Investigating - We have received reports of users receiving a 'System Error' message when logging into the web application and performing other activities such as adding users or folders. Our engineers have been made aware and are currently working to investigate and resolve the problem. We will publish updates as soon as we know more.

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Scheduled Maintenance

March 21, 2014, 11:00 pm
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Mar 22, 06:00 UTC
Completed - The scheduled maintenance has been completed.

Mar 22, 05:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Mar 20, 19:27 UTC
Scheduled - ShareFile engineering will be performing scheduled maintenance on the morning of Saturday, March 22nd at 1am ET. This maintenance is expected to last one hour and some accounts may be unable to use the ShareFile service during this time.

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Login Issues

March 28, 2014, 7:29 am
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Mar 28, 14:29 UTC
Resolved - This incident has been resolved.

Mar 28, 11:47 UTC
Investigating - 'Unexpected error' received when logging into account

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Issues with User Management Tool

April 9, 2014, 6:29 pm
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Apr 10, 13:59 UTC
Postmortem - An update to our API to support quotas resulted in the User Management Tool no longer being able to sync users if the account had not configured quotas. This error was identified and fixed in the API. The User Management Tool does not currently support setting quotas but will in a future release

Apr 10, 01:29 UTC
Resolved - ShareFile engineers have released a fix that should resolve all issues that were previously being seen with the ShareFile User Management Tool (UMT). If issues continue, please contact our dedicated support team at 1-800-441-3453 for assistance, or submit a ticket through the 'Help' page of our web application.

Apr 9, 15:03 UTC
Investigating - We have had reports from some users that the ShareFile User Management Tool (UMT) is not syncing users properly from Active Directory. We are working on a fix to resolve the issue that should be deployed today. Until this time it is advised that administrators use the ShareFile web application to add users that need immediate access.

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Issues with Folder Creation and Data Movement

September 9, 2013, 7:55 pm
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Sep 10, 02:55 UTC
Resolved - September 9, 2013; 10:54pm ET: The temporary issue with moving/copying files, creating folders and uploading data should now be resolved. All ShareFile users should be able to use their account normally.

Sep 10, 02:18 UTC
Update - September 9, 2013; 10:16pm ET: ShareFile engineering continues to review the issue and work to provide a diagnosis. At this time there is no ETA for resolution, but one will be provided as soon as further information is made available.

Sep 10, 02:03 UTC
Investigating - September 9, 2013; 10:03pm ET: The ShareFile system is currently operating normally, but some users may be experiencing issues creating folders, moving items, or uploading data in to the account. ShareFile engineering is currently investigating the cause of these issues and we will provide an update as soon as information is available.

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Notification Issues

September 10, 2013, 8:46 am
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Sep 10, 15:46 UTC
Resolved - September 10, 2013; 11:45am - ShareFile has since resolved the notification issue that was previously reported. Notifications should now be sending properly and newly created 'Request a File' links will now provide upload notifications properly.

Sep 10, 14:10 UTC
Investigating - September 10, 2013; 10:07am ET - Currently the ShareFile system is running properly however our engineering team is currently investigating a problem with notifications.

In certain situations, an upload notification from a previously sent 'Request a File' link may lead to a message indicating that the file has been deleted. The file will still be located in the account, within the appropriate upload location. Other users may experience upload notifications not being received.

Our team is diligently working to resolve this issue and determine the cause. We apologize for any inconvenience caused.

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500 - Internal Server Error

September 25, 2013, 7:27 am
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Sep 25, 14:27 UTC
Resolved - September 25, 2013; 10:25am - We believe that the adjustments made have effectively resolved the issues that were being seen. If users continue to experience issues, we encourage them to contact our support team at support@sharefile.com.

Sep 25, 14:10 UTC
Monitoring - September 25, 2013; 10:10am ET - Our team believes that we have spotted and resolved the issue that was causing the error for certain users. We are currently monitoring the applied changes to ensure that no further errors are occurring.

Sep 25, 13:17 UTC
Investigating - September 25, 2013; 9:15am ET - Some ShareFile users may be experiencing an error when attempting to navigate or log in to their ShareFile account. The error will state '500 - Internal Server error'.

This issue can typically be resolved in most browsers by clearing your cache and restarting the session. Our engineering team is currently working to research and resolve this issue. We will provide updates as soon as possible.

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ShareFile iOS Application Issues

September 26, 2013, 6:13 am
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Sep 26, 13:13 UTC
Resolved - September 26, 2013; 9:10am ET - ShareFile has pushed a fix that has resolved all outstanding issues with the ShareFile iOS application. This applies to both iPhone app v2.1.1 and iPad app v.2.1.2. Users with ShareFile.eu accounts and users who use AD credentials to authenticate to their accounts should now successfully be able to access their account via the application. Our separate issue of users previously having a PIN enabled for the application, should also be able to authenticate and use the application properly as well.

If users continue to have any further issues, they are encouraged to contact our support team at support@sharefile.com, for further assistance.

Sep 25, 21:21 UTC
Investigating - September 25, 2013; 5:15pm ET - 2 issues that were originally cited have been addressed with an update as of 5:00pm ET.

Resolved Issues -

1. ShareFile users with ShareFile.EU accounts cannot log into the application.
2. ShareFile users using AD credentials to access their account cannot login initially.

Outstanding Issues still being investigated -

1. Users that had previously configured their ShareFile iOS app to require a PIN, will no longer be able to access the application.

This issue can be worked around by deleting the account from the application, and recreating. Research continues on this issue and updates will be provided as soon as possible.

Sep 25, 20:54 UTC
Identified - September 25, 2013; 4:48PM ET - ShareFile development is currently testing potential resolutions that will allow ShareFile.eu account users to successfully authenticate into their account. As soon as this testing is resolved and deemed successful, we will be able to upgrade this issue to 'Monitoring'.

We will continue to provide updates as soon as they become available.

Sep 25, 18:06 UTC
Investigating - September 25, 2013; 2:05pm ET - We have received reports of login issues occurring with the updates to the iOS applications that have recently been pushed to the Apple App Store.
Sharefile.eu account users are currently unable to authenticate to iPhone app v2.1.1 or iPad app v2.1.2. This issue is under investigation and we will provide further status updates on the estimated timeframe to resolve this issue. Older versions of the iPhone and iPad apps continue to function normally with sharefile.eu. ShareFile.com accounts continue to function normally.
Additionally, upgrades to accounts that previously had a PIN enabled will need to delete and re-add the account in order to successfully log in to the ShareFile application.

Investigation is continuing on this issue and updates will be provided as soon as they are available.

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500 Internal Server Error

October 9, 2013, 7:24 am
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Oct 9, 14:24 UTC
Resolved - The previous issue where users were unable to reach their ShareFile login page has been resolved. If users continue to experience problems, they should restart their browser before navigating to the login page. Should issues continue, please contact support at support@sharefile.com, for further assistance.

Oct 9, 14:16 UTC
Investigating - Some users may be receiving a '500 - Internal Server Error' when attempting to navigate to their dedicated login page to access their account. ShareFile engineering is currently investigating the problem and we will be updating periodically with any new information as soon as it becomes available.

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FTP Service Upload Delay

October 23, 2013, 7:50 am
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Oct 23, 14:50 UTC
Resolved - The previous issue where some users of FTP were experiencing delayed uploads appears to be resolved. If users continue to experience problems, please contact support at support@sharefile.com for assistance.

Oct 22, 14:02 UTC
Investigating - Currently the ShareFile system is running properly, however our engineering team is currently investigating a issue with the FTP service.

In certain situations, the file is being uploaded, but not appearing in the folder. The files will be transferred once this issue is resolved.

Our team is diligently working to resolve this issue and determine the cause. We apologize for any inconvenience caused.

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"Unexpected Error" when selecting 'Manage Users'

October 24, 2013, 1:26 pm
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Oct 24, 20:26 UTC
Resolved - The previous issue where users were unable to select 'Manage Users' has been resolved. If users continue to experience problems, they should restart their browser. Should issues continue, please contact support at support@sharefile.com, for further assistance.

Oct 24, 20:08 UTC
Investigating - Some ShareFile users may be experiencing an error when attempting to navigate to 'Manage Users'. The error will state 'Unexpected Error - An unexpected error has occurred'.

Our engineering team is currently working to research and resolve this issue. We will provide updates as soon as possible.

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Folder Creation and Data Movement Issues

October 25, 2013, 10:00 am
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Oct 25, 17:00 UTC
Resolved - A small subset of ShareFile users experienced issues creating folders, moving items, or uploading data in to the account. Our engineering team quickly identified and resolved the issue.

Should issues continue, please contact support at support@sharefile.com, for further assistance.

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ShareFile Sync - OS X Mavericks Compatibility Issues

October 28, 2013, 7:46 pm
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Oct 29, 02:46 UTC
Resolved - ShareFile Sync for Mac v 1.7 now supports OS X Mavericks. Sync for Mac is available for download from the “Apps” section of your ShareFile account. For more information regarding the release, please visit http://www.citrix.com/downloads/sharefile/clients-and-plug-ins/sharefile-sync-for-mac.html.

Oct 23, 15:38 UTC
Identified - We have identified compatibility issues with ShareFile Sync for Mac and Apple’s release of OS X Mavericks. Our engineers are currently working on resolving these issues. We will continue to provide updates as soon as they become available.

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"Unexpected Error" when selecting 'Manage Users'

October 30, 2013, 8:56 am
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Oct 30, 15:56 UTC
Resolved - The previous issue where users were unable to select 'Manage Users' has been resolved. If users continue to experience problems, they should restart their browser. Should issues continue, please contact support at support@sharefile.com, for further assistance.

Oct 30, 15:09 UTC
Investigating - Some ShareFile users may be experiencing an error when attempting to navigate to 'Manage Users'. The error will state 'Unexpected Error - An unexpected error has occurred'.

Our engineering team is currently working to research and resolve this issue. We will provide updates as soon as possible.

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SAML Authentication Issues

October 30, 2013, 3:10 pm
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Oct 30, 22:10 UTC
Resolved - The previous issue regarding SAML authentication with some of our tools has been resolved. If users continue to experience problems, they should restart their application. Should issues continue, please contact support at support@sharefile.com, for further assistance.

Oct 30, 15:14 UTC
Investigating - We have received reports of SAML authentication issues occurring with the some of our tools.

Our engineering team is currently working to research and resolve this issue. We will provide updates as soon as possible.

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"Page Not Found" Error when downloading the Desktop Widget

October 30, 2013, 3:13 pm
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Oct 30, 22:13 UTC
Resolved - The Desktop Widget can now be downloaded successfully from the Apps page. Should issues continue, please contact support at support@sharefile.com, for further assistance.

Oct 30, 15:54 UTC
Investigating - Some ShareFile users may be experiencing an error when attempting to download the Desktop Widget from the Apps page. The error will state 'Page Not Found: The page you were looking for was not found.".

Our engineering team is currently working to research and resolve this issue. We will provide updates as soon as possible.

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Unable to send files using the Outlook Plugin

October 31, 2013, 1:22 pm
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Oct 31, 20:22 UTC
Resolved - The previous issue where some users of the Outlook Plugin were experiencing the inability to send files has been resolved. If users continue to experience problems, please contact support at support@sharefile.com for assistance.

Oct 31, 15:12 UTC
Investigating - Some users may be unable to send files using the Outlook Plugin.

ShareFile Engineering is currently investigating the problem and we will be updating periodically with any new information as soon as it becomes available.

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