Desktop App issues

  • 1
  • Problem
  • Updated 6 months ago
I am trying to open files via the Desktop App, the files will never open and get stuck in the queue. Anyone else have these issues?
Photo of Renee Adamaitis

Renee Adamaitis

  • 3 Posts
  • 1 Reply Like

Posted 6 months ago

  • 1
Photo of Prabhat Tyagi

Prabhat Tyagi, Employee

  • 80 Posts
  • 3 Reply Likes
Hi Renee,

Can you please submit the logs using the "ShareFile Desktop Logs" option inside the Help menu. That would provide some insights on why the download is not going through.

Cheers
Prabhat Tyagi
Photo of Renee Adamaitis

Renee Adamaitis

  • 3 Posts
  • 1 Reply Like
Prabhat -- I just sent the logs. 

Thanks!

-Renee
Photo of Gaurav Saraf

Gaurav Saraf, Employee

  • 2 Posts
  • 1 Reply Like
Hi Renee,

Can you try a couple of things?

Firstly, please check if all the tranfers are paused. You can check this in the Queue window. If the second button from the right at the top of the window says "Resume All", that means all the transfers are paused. Try resuming the transfers by clicking that button.

If above is not the case, please close the app and delete everything from your local data located at %localappdata%\ShareFile\Desktop, and then relaunch the app.

Please let us know if this works for you.

Cheers
Gaurav Saraf
Photo of Renee Adamaitis

Renee Adamaitis

  • 3 Posts
  • 1 Reply Like
Deleting everything from my local data worked. Thanks!

-Renee