Does anyone one else have a problem with wait times on tech support calls? On hold for 56 minutes now.

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  • Updated 2 weeks ago
Does anyone else ever have a problem with someone answering the phone when you call Tech support? Been on hold for 43 minutes at this point. Just wondering if anyone actually works there?....
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Russ Boisvert

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  • annoyed, angry, head hurts from music repeating

Posted 2 weeks ago

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Christopher Jutting

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They are likely very backlogged due to the password resets they did for all accounts over the weekend.
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jason MAMC

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well they created a lovely problem and now it effects everything else.
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Ricardo Everson, Employee

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We are currently dealing with log in/authentication issue referenced on status.sharefile.com. Workaround will be to user 'Forgot Password' link for reset. We apologize for this inconvenience. 
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Christopher Jutting

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Will Citrix be providing additional details as to why they did this?
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Ricardo Everson, Employee

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Thank you for contacting Citrix. 

Citrix have identified some unusual logins to few Citrix ShareFile (aka. Citrix Content Collaboration) account. Based on our investigation to date, we believe an unauthorized party used credentials obtained from third-party sources to attempt to access and obtain information from Citrix ShareFile accounts. We believe these attempts were successful for a small percentage of Citrix ShareFile user accounts.

 You will be required to change your password. New passwords should not be similar to the passwords previously used. Also, change your passwords on any other website or application on which you use a password that is the same as or similar to your password for the ShareFile Account. Please refer to the articles “Modify ShareFile Security Settingshttps://support.citrix.com/article/CTX227767 which will assist you in Password Management, and “ShareFile Password Managementhttps://support.citrix.com/article/CTX208278 which will assist you with the Forgot Password functionality, which is needed to reset your password.

 Citrix is taking actions proactively to improve ShareFile security.

 ShareFile Security Announcement

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 loqqinq into ShareFile this week. We believe this is an important step to continue to help our customers use our solutions securely.

 If you still have questions, please reply to this email and we will do our best to answer them. If we do not have an answer right now, a manager will reach out to you.

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jason MAMC

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probably not.  I have been posting in here asking for info on all these latency issues.  the only time they are in here is when they are posting about the silly updates to the web version of citrix
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Khan Whang

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Hi Ricardo,
      Would there be an official announcement with detail of what you just stated about the successful attempts? The ShareFile Security Announcement that was provided was too vague.
     
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WALDO

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How can I change my password when i can't even login with the old one?
They don't answer the phones either, I've tries all morning.
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WALDO

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The password reset doesn't work either, I have not received an email with the reset link, I tried several times.  
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WALDO

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Is anyone else have these issues?
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WALDO

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Hello Ricardo, the password rest link doesn't work either. It says that an email will be sent to me IF my account is found but I have not received any emails, tries several times. Does that mean that my account is gone?
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jason MAMC

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where was that announcement regarding this small breach?

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Tera L.H. Paleka

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I reset my password just fine, now where the hell are all my files. It is as if I just signed up for a new account. All my files that I have stored and used since 2011 are gone. All my client files that were uploaded this past weekend are gone. I'm on hold now an hour and 23 mins!!! NO JOKE... I can't work at all. My production is totally at a stand still for my entire company. I have 2 other employees that are not able to work and I have massive deadlines for homeloan closings today and this week. I am beyond angry. Somebody better reach out to me otherwise I'm gonna go all ham...
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David S

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Suggest you ask they credit your account to help ease your pain.