After over a year of no problems suddenly I cannot login to my sharefile account.No tech support on Sunday. Can someone assist?

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After over a year of no problems suddenly I cannot login to my sharefile account. And there is no tech support open on Sunday. Can someone assist?
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Mark Jeffords

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Posted 2 weeks ago

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Ben Grundy

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I am also having this problem - incorrect username/password but these have not been changed.

I have tried with three different users, and get the same username/password incorrect error.
(Edited)
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Ben Grundy

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The "reset password" option on the login page does work.
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Sue Jacobs

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Yes I reset mine Ben, but then the account logged in and there was an empty folder structure and no documents.  Did you also experience this? 
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Mark Jeffords

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Thanks Ben. I never had changed my password did you? I wonder if they got hacked and our passords were compromised?
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Coogrrr Coogrrr

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read my post on page 2 of this thread.
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Ben Grundy

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Hi, No, I hadn't changed the password. I don't suspect a hack, but I don't know what the problem could be.

In a hacking situation, they would have sent out an email, I would have thought.
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Joseph Carpenter

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Same situation. All users on all devices logged out. Server, PCs, mobile. everything.

No explanation on status page. Nothing in my Email. There is a voice mail message in the ShareFile support line that directs users to the Citrix support Case page, but no announcement. Just submit a ticket cold and wait and see.

Glad to hear the password reset works. 
It is logical to suspect there was any of several possibilities.
  • Could be a suspected compromise to authentication, and they are just being safe by forcing password resets.
  • Could be they are purging unauthorized logins.
  • Could be they made a mistake during some maintenance, and took something offline, or reset something they should not have. 
We could speculate all day, but is would not sort it.

I see some of you caught this four hours ago. Would be nice to have feedback from ShareFile engineers more timely. At least a simple alert that things are happening, and being worked on.
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Sue Jacobs

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Joseph, I am glad someone is having a better day than me.  Yes support ticket was the first thing I did.  I have logged out and back in again but all business data is missing, all folder structure.  None of my users or clients have admin privileges so all their accounts are waiting on password resets from my admin account but I highly doubt they can access anything even with a reset as the folder structure is all linked to my account.   Unfortunately, I don't sync to my computer.  Turned that feature off!  
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Nancy M

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Hi Sue,
I reset my data but all folders are gone too. I’m weeping. I hope they can fix this. Any luck with your folders?
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Sue Jacobs

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Hi Nancy.  No my folders are still not there.  It looks like a completely new account when I log in.  I had someone call me from Citrix via the Australian number that I managed to get a message through to but she couldn't help me and said it was the Sharefile team's area and that they should be 'awake' about 7pm Australian time tonight and address the support ticket then.  Considering this happened sometime after 9pm last night (Sunday), it seems ridiculous that support only comes online during US business hours for an international product.  No 24/7 chat that they say, nor any of the 1800 numbers.  I even tried some other Asia/Pacific numbers to no avail. You are the first on this thread to be in the same predicament that I am in in regards to data actually not there.   Others seem to have access to their data after resetting password. 
(Edited)
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Nancy M

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Hi Sue.
They really should have people on call to handle issues like these. I was finally able to log in and see all my folders intact. It turns out that I was logging into my Citrix account instead of my Sharefile company specific account. I use the Citrix account for other products ie Podio.  Do you have multiple Citrix accounts? If you do, please try resetting the login for your company specific account.
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Sue Jacobs

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I had tried both citrix and subdomain without luck this morning.   But I've tried again now to reset the subdomain password and it seems my files are intact with this latest password reset.  With that hurdle over, it's now time to reset all my users passwords and instigate two-step verification.  What a day.  Glad your data is there.  Will be keen to see the response from Sharefile. 
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Brian Crowther

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Same problem it’s affecting all of my users starting Sunday morning. I will try the password reset but doing this without notification really
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Brian Crowther

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Firefox will not let me in but chrome will.
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Brian Crowther

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I have one user that reset password and now can only see Lenny Soletti filder with ShareFileforWindows Beta.exe in it. She is logged in but shows her last login date as November 30.
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Snider-Rawlins Law Firm

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Same here, four different logins, no go on any of them.
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Stefan Heber

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Same here. Just to narrow it. We are using Sharefile.eu not Sharefile.com
(Edited)
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Vivien Milat

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They have now updated the status page - basically they've decided to expire everyone's passwords... but without notice or a proper error message.

Grrrreat - very professional for a business service.
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Brent Berwick

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Same here, but just received this email:

 Dear ShareFile Administrator, 


We are writing to notify you of a security incident on the Citrix ShareFile service (aka Citrix Content Collaboration) that affected users on your Citrix ShareFile account. We recently became aware of suspicious activity associated with certain user accounts. Based on our investigation to date, we believe that an unauthorized party used credentials obtained from third-party sources to attempt to access and obtain information from certain Citrix ShareFile user accounts.

We believe these attempts were successful for some Citrix ShareFile user accounts associated with your organization. There is no indication that this issue resulted from a compromise of our systems.

We have taken a number of steps to address this issue, including disabling unauthorized account access and requiring all non-SSO users to reset their passwords. In addition, we continue to closely monitor our network to detect and prevent any suspicious activity associated with the Citrix ShareFile service.

Upon logging into ShareFile users will be prompted to reset their password and receive an email to do so. If they cannot find that email, they can request the email again by clicking on the Forgot Password link from the login page. For help resetting passwords, visit the support page.

If you have disabled the ability for users to reset their passwords, their current password is no longer valid and you will need to reset your end users’ password.

We strongly recommend the use of unique and complex passwords, as well as multi-factor authentication. Users can find more information on managing their access at the following links: password management, multi-factor authentication, and security settings.

Our investigation into this matter is ongoing. We continue to take steps to help our customers use our solutions securely and hope this information is useful to you. If you have any questions regarding this issue, please contact us at https://support.citrix.com/cscase#/ or call 1-800-441-3453.

Sincerely,
The Citrix ShareFile and Content Collaboration Team


So I as an Admin receive this email hours after my accounts had their passwords expired but because its Sunday we can't speak with anyone in support.  So we know next to nothing except that there was some sort of compromise.  This is my favorite part:

"We believe these attempts were successful for some Citrix ShareFile user accounts associated with your organization. There is no indication that this issue resulted from a compromise of our systems."

What the hell does that mean?  So some of my accounts were "affected" yet ShareFile was not compromised???


 




(Edited)
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Steve Meyerson

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I received the same e-mail.  Was unable to act for a couple of hours.  I called, tried to use chat and submitted a ticket.  That's one heck of a message to send when there is no way to communicate.

Was ultimately able to reset my password.  It took quite a while to receive the e-mail for the reset which compounded the stress.  Everything looks OK.  Don't see that any files were accessed.  What a pain and really poor communication.  Glad I was pointed to this thread or it would have been a long night.    
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Ben Grundy

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I think they are suggesting that email/password combinations were obtained from a hack of another service and these credentials have then been used to login to SF.

I, so far, received a different email:

"Dear ShareFile Administrator,

We are proactively implementing new authentication methods to reduce risk to user accounts. We are reaching out to let you know that we are requiring a password reset for all non-SSO Citrix ShareFile (aka Citrix Content Collaboration) accounts. Upon logging into ShareFile, users will be required to change their password. They will receive an email providing a link to reset their password. If they cannot find that email, they can request the email again by clicking on the Forgot Password link from the login page. For help resetting passwords, visit the support page.

If you have disabled the ability for users to reset their passwords, their current password is no longer valid and you will need to reset your end users’ password.

We strongly recommend the use of unique and complex passwords, as well as multi-factor authentication. Users can find more information on managing their access at the following links: password management, multi-factor authentication, and security settings.

We continue to take steps to help you use our solutions securely and hope this information is useful to you. If you have any questions regarding this issue, please contact us at https://support.citrix.com/cscase#/ or call 1-800-441-3453.

Sincerely,
The Citrix ShareFile and Content Collaboration Team"
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Marc Kravitz

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You guys are lucky! I didn't receive any email whatsoever. Completely blindsided. This is unacceptable. 
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Snider-Rawlins Law Firm

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As an Admin, I have yet to receive any email. What fun! 
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Jordan Healey

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Both of our accounts had the same thing occur. I just submitted a ticket for more info
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Sue Jacobs

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I had to reset my password on my account this morning as it wasn't accepting the usual password and then when I logged in my entire folder structure and all documents are gone.  It's like it's a brand new account with generic settings.  I have been on hold for 90 mins before giving up, submitted a ticket. I am using sharefile.com  - has anyone else reset their password, then been able to log in and found their account is empty?  Also when I try to open a 24/7 chat  window it won't accept my account and the phones are not answering.  

So does anyone else on here have an empty account after logging in with new password? 
(Edited)
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Brent Berwick

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My data appears to be intact.
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Sue Jacobs

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Okay, thanks.  
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Joseph Carpenter

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I submitted a ticket hours ago and have not received a response yet.

I have not received the Email mentioned by Brent Berwick. 

I also see the update to the Status page, and find it off to see that dated for yesterday, when clearly this all began affecting people today. 

It is good that they enact proactive security measures when they suspect suspicious activity. However, from the way that Email to Brent is worded, it seems they have known about this and have been investigating.

So, considering that:
  1. If it were a planned policy change, then admins should have known about it last week, so we could be prepared to deal with it and users don't get stranded on the weekend. 
  2. If it were not a planned policy change, then we should all have some Email telling us what is going on.
It just feels off.

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Brent Berwick

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I think its clear that it was unplanned and is some sort of security incident, but it does feel as though they said "let's expire all accounts for safety's sake and just deal with it on Monday." 

If you have a mass security incident you need to have tech support available.
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Marc Kravitz

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I found the email in my Junk
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Vivien Milat

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I received the email about 45 minutes ago; I think they're just slowly, slowly sending it out...
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Sue Jacobs

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Hi, just advising that I tried again to reset my password for my subdomain and my account is appearing with all files intact.  That was not the case this morning via the same subdomain login. 
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Nathan Bacon

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I had no notifications from ShareFile about what had happened, so was met by a lot of angry users this morning unable to log on.

The reset password seems to have worked, and thankfully all of our data is intact.


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gigi

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I have the same problem.... Userid and password are wrong.....
Is this a generally problem of Citrix Sharefile ?
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Nicola Favaretto

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same problems this morning, but all solve after a password reset procedure. No alert mail has arrived for the reset password procedure.
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Renaud

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Thank you for giving my team a full day of support ticket about ShareFile authentication failed.
Let me know to who I can send my invoices.
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Arnout

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Same problem here. I you call tech support they advise you to make a case on https://support.citrix.com/cscase. Waiting time on the phone is huge. 
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Olivier Patiny

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This is completely unacceptable. Today is a nightmare in terms of support.
On top of that, when our customers select "Forgot Password" and enter their email address, many of them never receive the email.
How can CITRIX decide for such a change without prior notification ????
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Brent Berwick

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I assume this means Citrix reset all my "client" accounts as well as "employee" accounts?  I don't know for sure because they've done such a terrible job communicating this.
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Nathan Bacon

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I hope not - I have spent most of my day resetting employee passwords manually, as the emails were not being sent to them to do so themselves.
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Snider-Rawlins Law Firm

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It appears that client accounts were reset as well. 

I have a client who reports that although she was able to reset her password, she got a message that she didn't have permission to view the files to which she previously had access. I went in through the browser version and it shows her permissions are intact. I've sent her a new notification email and am waiting to hear back if that solved the problem.
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Brent Berwick

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Do you know if "client" accounts were sent this email?

There has been a constant increase in internet-account credential (usernames and passwords) theft. Those same credentials are often used to access other accounts. In response to this, we are requiring a password reset and will be incorporating a regularly-scheduled, forced password reset into our normal operating procedures. Users will need to reset their passwords when logging into ShareFile. We believe this is an important step to continue to help our customers use our solutions securely.

To reset your password, please click here.

For help about how to reset your password, please click here.
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Ben Grundy

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So far, I have not received this email at any of the "client" accounts I use, but it was only delivered to my "employee" account at 11:11 GMT today.
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Snider-Rawlins Law Firm

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It seems that after our client users reset their passwords, we have to send them new notifications about the folders they can access in order for them to have that access. It's going to be a very long day for some of you and you have my sympathies. I know how it is for me dealing with just a dozen or so people.
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Brent Berwick

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What a nightmare.
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Snider-Rawlins Law Firm

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To update--at least one of my client users did not need a new notification after doing the password change. I love random.