Outlook Sharefile Plugin Not Working

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  • Problem
  • Updated 1 month ago
We use Office 365 and Outlook 2016 Version 1809 Build 10827.20138 - this just updated today.  Now the ShareFile Plugin does not work.  When attaching a large file, it will not automatically create a ShareFile link.
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Carla

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Posted 2 months ago

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Joseph Carpenter

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I had a user report the same issue today, where the user attempted to Convert an attachment to a ShareFile link, and nothing happened.

I fixed this by uninstalling the Outlook ShareFile plugin, and then reinstalling it from a new installer labeled "Citrix Files for Outlook" obtained from the Apps link on the ShareFile dashboard online. 

This user had the plugin installed prior to the renaming of the Outlook plugin to "Citrix Files for Outlook" so I am not sure if that update did not go smoothly.

I also do not know if this fix will be permanent, but it is worth trying.
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Carla

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Hello Joseph,

I tried uninstalling then reinstalling the updated plugin but that did not work.  Thanks for trying to help.
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Anthony Price, Quality Engineer / Release Manager

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Hi Carla and Joseph, 

I'm on the Engineering team that works on Citrix Files for Outlook (formerly ShareFile Outlook Plug-in). 

There haven't been any (intended) changes to the way Convert Attachments works in the 6.0 or newer versions of the Plug-in as compared to the 5.3 or older versions. We've noticed a number of changes related to recent updates to Outlook so this may be related to those.

I have a couple questions for sake of troubleshooting:

  1. What is your setting for "convert attachments over X MB"? 
  2. Does this also occur if you change the size of your file to 5 MB higher or lower and then attach a file?
  3. Are you attaching files to the message by Attach Files or by drag/drop?
  4. Are you able to manually convert an attachment?
  5. If you change the setting to always convert does that work?
  6. Do you see any errors in Outlook like "Attachment size exceeds the allowable limit" when you add the file?
I've run a number of tests and they work for me so I'm trying to narrow down the issues you're seeing. 

Thanks!
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Carla

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Hello Anthony, 

See my responses below:  I agree that is has to do with outlook, we are on Version 1809 Build 10827.20138

1.  Over 5MB
2. Yes
3. Tried both options same results
4. Not sure how to Manually convert an attachment
5. No 
6.  Attached screen shot of error
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Douglas Goodman, Employee

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Hi Carla - That error message is an Outlook error message. It means that your organization's Exchange server is blocking the attachment because it is over the size limit. This occurs when you add an attachment to your email via drag and drop or Outlook's attach files button. There is no way that Citrix Files for Outlook can override this behavior.

The recommended method to attach large files using our add-in is to use the add-in's controls directly - click the "Attach Files" button in the "Citrix Files" ribbon group. Let me know if that addresses the problem.

Thanks,
Doug
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Erik Pasco

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I am also having this problem with the Outlook plugin. Newest plugin, newest Office 2016 (1809) and newest Windows 10 (1809). The plugin fails to login and thinks my web browser is not up to date. Possible that the 1809 browser integration with Outlook is using a newer version than the plugin detects for.
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Anthony Price, Quality Engineer / Release Manager

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Hi Erik, 

The Browser Out Of Date issue started occurring with the recent releases of Outlook. This article should help.

https://support.citrix.com/article/CTX232021

Thanks!
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Gary Johnson

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I'm having the same issue as well. I am also running Office 2016 (1809). When I try to login to the ShareFile Plugin, I get a login error that says that I am not authorized. It worked fine until the update.
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Anthony Price, Quality Engineer / Release Manager

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Hi Gary, 

The "not authorized" error is generally caused by attempting to log-in to Citrix Files for Outlook with a Client user, or with an account that does not have access to this application. 

I suggest checking to make sure you're using the correct email address and password and if the error is not resolved by that I suggest contacting our Support team for assistance. 

https://sharefile.com/support

Thanks!
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Gary Johnson

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It has worked for over a year. After the recent update, I was asked to Login. The login fails with the not authorized error. We are a Team subscription customer, which should have access. Again, it worked just fine until the update. I will reach out to support.
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Anthony Price, Quality Engineer / Release Manager

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Hi Gary, 

I recommend trying to delete the config file for the Plugin and see if this issue clears then. 
  1. Visit C:\Users\%username%\AppData\Roaming\Citrix\Citrix Files for Outlook
  2. Delete "settings.cfg" and any temp folders in this directory
  3. Relaunch Outlook
  4. Attempt Login again
If this does not work it would be best for you to contact our Support team in this case. They may need to perform some troubleshooting with you over the phone or remote session. 

https://sharefile.com/support

Thanks. 
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Anthony Price, Quality Engineer / Release Manager

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Hey everyone, 

In case you hadn't seen, we released Citrix Files for Outlook v6.2 yesterday. 

https://community.sharefilesupport.com/citrixsharefile/topics/release-notes-citrix-files-for-outlook...

We recommend updating to the latest version.

Thanks!
(Edited)