Plugin access issue

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  • Updated 1 week ago
We recently installed a new server and it has caused us to lose certain functionalities in our outlook email. One team member had to reinstall her Sharefile Plugin access but is now having trouble with her password. She did try the forget password option but is told that she doesn't have access to reset it. What can I do to get her set back up?
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Rosemarie Eicher

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Posted 1 week ago

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Leo, Official Rep

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Hi Rosemarie,

If she doesn't have access to reset her password, it's entirely possible her account was set up to only allow the administrator to change her password.  If you are an administrator, you should be able to go to her user account through People -> Manage Employees.

-Leo
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Rosemarie Eicher

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I think my boss is most likely the administrator, but when I asked him about a username and password he does not recall having anything set up. Is there any way I can get this info? Or get the info sent to him? 
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Leo, Official Rep

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You may need to call in for further investigation.  However, Support would not be able to change her account information for her or send a password out if she's not allowed to change her password.  The most you would be able to do is confirm who an administrator on the account is and have that person modify her password or settings.  If your boss is an administrator, then it would be best if he logged in and searched for her user account via the email she's using to login with.

-Leo
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Joshua Morigeau

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At times we've had to uninstall the plugin. Run a repair on Microsoft then reinstall the plugin. I believe it has something to do with left over items in the registry edit. At times a quick repair sometimes works but the online repair has fixed it. Though the online repair bypasses our internal setup on machines. Do you use AD for password or just ShareFile for employee passwords?