Citrix sharefile resetting account passwords

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  • Updated 1 week ago
there are already tons of post with citrix sharefile users pissed at the face that they could not log onto their accounts.  Why was an email sent sunday afternoon regarding security changes?  if this was scheduled we should have been notified in advance.  this was poor notification on the part of sharefile.  was this due to a breach of some sort?
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jason MAMC

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Posted 2 weeks ago

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Walter Scott

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Yes I totally agree with you. The handling of the communication and the email content itself has made a number of customers upset with really no justification. It’s a great way to look unprofessional at a time they don’t need to be especially after the name change,.
(Edited)
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Brian LeComte

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Not only was the notification not very timely, it was also sporadic AT BEST of who received it for our company.  Our ShareFile Admin account did not even get the message.  Granted we are using SSO but the 50+ calls my Help Desk has fielded due to users freaking out that their password is basically compromised has not been well received. 
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jason MAMC

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with all the latency issues they are having, i have not been happy.
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Amelie

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Any workaround ? I press "connexion" and nothing happens...
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Amelie

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Can somebody post the email that was sent about security updates ?
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jason MAMC

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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 logginginto 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. 
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jason MAMC

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i agree with the compromise
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Lori

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Jason;

My admin is unable to reset their password in order to send me my new password.  I am on eternal hold now with your support line.  Please advise how my admin may update their password so that end users my access their  accounts.
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Marc Kravitz

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Lori we had to do a forgot password on our admin account
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jason MAMC

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Lori,  an admin should login to the web portal and go to people->browse employee and under each user there is a section where you can reset the password.  if you have a ton of users this will sting a bit.
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Lori

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My ADMIN cannot log in.....They are getting the same message I am.  You are not allowed to change your password....  Thank you for your help.

P.S. - Support page is no help and the url that is suggested by technical support is a 404 page - support.citrix.com/cscase
(Edited)
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Maranatha

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I could not agree more!  Plus, the way the email is written, it sounds like spam.  Absolutely unacceptable.
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Amelie

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Ok I need some help here. Can any of you confirm that when you open sharefile sync you see :

1) "Authencation failure" 
2) Connexion button is not working
3) The mouse hover on "S" icon in the tray tells you "Reset your authentication information"

I am translating those messages from french to english so minor differences might be seen.

Also, did any of you found a way to make sync work again ?

Thank you!
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Maranatha

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Your account password needs to be reset. Here's a link: https://secure.sharefile.com/Authenti...
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Brian LeComte

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We do not use sync and are SSO/ADFS Authentication for employees so a wonderful Monday morning restart was what our initial response is to all users.  I would think that Citrix would have had some admin instructions or suggestions for companies affected to remediation of similar issues.
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Amelie

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Did the restart worked ? For us its still not able to authenticate.
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Amelie

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Thank you Maranatha, we use SSO/ADFS. So account password should not be reset. Also, we did a reboot. Still have the authentication error.
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Maranatha

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Also strange, I received a query this morning from a person who does not even have a ShareFile account, but received the password change email.  
Citrix needs to let us know if secured files have potentially been compromised.  This could become a big problem.
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Michael Ericksen

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In the posting on the ShareFileStatus page, the text alludes to "incorporating a regularly-scheduled, force password reset into our normal operating procedures". Does anyone have any details about the frequency of that scheduled force-reset, and how users connecting via the ShareFile API might handle?
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Amelie

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It would be nice if we could get details about how its going to affect every apps they have also (sync/citrix files/web/...)
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NVinVT

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I have two users who are unable to reset passwords, even after following advice and post by Citrix and even trying "forgot password" link.  Error returned is something to the effect that you don't even have any account (even thought they have used Sharefile for months.   How to fix this, and if not,  we will consider switching to another service, like OneHub.   
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Amelie

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Have you tried this :
- log in as Admin on sharefile web
- go to their account
- click the link "reset password"

Does that fix the problem ?

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NVinVT

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I go to dashboard>settings>admin but don't see access to individual user accounts.
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Amelie

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Dont you see something like this ?
- Dashboards
- Folders
- Workflow
- Inbox
- People
- Settings

If you see "people" click on this and then "manage users home". You should be able to searche this user name and then reset their password. If you dont see that I believe you dont have enough permissions...