Search the Portal

Recent Articles

JUN6
File Preview Issues within Web Application

Jun 6, 15:53 EDT Resolved - At this time we believe the root cause of the file preview failures has been resolved. We will continue to monitor our system, but if there is any unusual behavior with your ShareFile account, please contact support for further assistance. Jun 6, 15:39 EDT Investigating - We have received reports from customers that when attempting to preview a file via the web application, the file is failing to view properly. Our engineers are aware of the issue and are...

Sharefile System Status
JUN3
Scheduled Maintenance – June 2nd, 2017; 9:00pm EDT(GMT-4) – June 3rd, 2017; 12:00am EDT(GMT-4)

Jun 3, 00:00 EDT Completed - The scheduled maintenance has been completed. Jun 2, 21:01 EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May 12, 15:50 EDT Scheduled - Citrix ShareFile will be conducting scheduled maintenance on a segment of accounts the evening of Friday, June 2nd starting at 9:00pm EDT (GMT-4). Maintenance should last no longer than 3 hours and end at 12:00am EDT (GMT-4) on Saturday, June 3rd. During this time...

Sharefile System Status
MAY25
Issue with Invoice Notifications

May 25, 17:18 EDT Resolved - Our applications team has investigated this issue and identified and corrected the cause. As the billing team prepared invoice notifications as part of our standard operations, a clause that restricted the list to master admins, billing admins, and additional billing contacts was inadvertently omitted. As a result, notifications were sent to all users on the affected accounts. In addition to correcting the clause itself, we are implementing additional...

Sharefile System Status
MAY12
Unexpected re-authentication prompts/grayed out options in ShareFile Tools

May 12, 15:49 EDT Resolved - After monitoring the fix that was deployed, we are confident that this issue has been resolved. Please feel free to contact ShareFile support with any further concerns. May 3, 10:56 EDT Monitoring - Our development team has tested and deployed a server-side hotfix this morning to address this issue. That said, the fix is not "retroactive" will only prevent further occurrences of these issues. Following the steps listed below for both the Sync attempted...

Sharefile System Status
MAY2
Support toll-free number unavailable

May 2, 03:36 EDT Resolved - The US toll-free number to reach ShareFile Customer Support (800-441-3453) is now available. Thank you for your patience as we worked with the necessary parties to resolve this issue. May 2, 03:21 EDT Investigating - The US toll-free number to reach ShareFile Customer Support (800-441-3453) is currently unavailable due to a telecom issue. We are working with the service provider to restore service - in the meantime, ShareFile Support can be reached at...

Sharefile System Status
APR26
<Resolved> Failed logins/spinning in Web Application

Apr 26, 10:48 EDT Resolved - Starting at approximately 9:35am EST this morning, we became aware of an issue that prevented logins from sharefile.com website. Logging in via your subdomain, as well as login issues with other ShareFile applications (Outlook Plugin, Sync, etc) were also briefly affected for some customers . Our operations and engineering teams identified and addressed the issue, restoring full functionality at approximately 10:05am EST. We apologize for any inconvenience...

Sharefile System Status
APR21
<Resolved> Support Email responses delayed

Apr 21, 09:51 EDT Resolved - We discovered an issue with the Support ticketing system, in which email responses to customers were not sent due to a configuration issue with the mail server following a routine update. This affected support responses sent between 11:30pm on Monday (4/17) and 4pm Thursday (4/20). All delayed responses were sent on Thursday evening at approximately 8pm Eastern. To be clear, all other types of email from ShareFile (notifications, password resets, etc) were...

Sharefile System Status
APR10
Intermittent issues with Search

Apr 10, 09:26 EDT Resolved - Our operations team has reset the affected services, and new searches are working as of 4pm Saturday (4/8/17). Given the intermittent nature of this issue, we are continuing to monitor this issue, but are considering it closed at this time. We apologize for any inconvenience this may have caused. Apr 8, 12:21 EDT Investigating - Our support, operations, and development team are aware of an intermittent issue with Search where requests are timing out; most...

Sharefile System Status