Login problems password does not work from either Web or Sync for windows!

  • 1
  • Problem
  • Updated 1 year ago
  • Acknowledged
Some (not all) users experience intermittent problems to log in from  any client (Web, Sync, Widget) from their PC.

However I am always able to log on with their credentials from my computer (Mac).
What could be causing these problems?
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Markus Korhonen

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  • Frustrated...

Posted 6 years ago

  • 1
Photo of Ashlee Burch

Ashlee Burch

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Hi Markus,

Is there a certain error message that they are receiving? We haven't been experiencing any issues with login today, that I am aware of. It may be best to contact Support at 1-800-441-3453 and have the users examine their issue individually.
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Markus Korhonen

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Hey Ashlee!
Tnx for being superwoman once again :-)

They get "Username or password is incorrect"
But as I said, from my machine it all works fine with the same credentials??

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Justin Wall

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If it works for you but does not for them using the same credentials, the issue points to something in their environment. I would make sure they allow the subdomain in their firewall rules. It could be failing to authenticate due to a block in traffic. 

Let me know if you have any further questions or concerns and I will be happy to assist you with the issue.
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Lokitha, Knowledge Services Specialist

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Official Response

If you are unable to login to your account, open yourdomain.sharefile.com and click the Forgot password link.

Refer to CTX238137 - Unable to login to My ShareFile Account, Password Not Working for more details

Citrix identified some unusual logins to certain Citrix ShareFile (aka. Citrix Content Collaboration) user accounts. We are requiring a password reset for all non-SSO accounts. Upon logging into ShareFile, users will no longer be able to use their old password. They will have received an email providing a link to reset their password.

For more details on the recent password policy change, refer to Citrix forces password reset to protect against credential stuffing