Problem Logging In to Share File using the Outlook Plug In

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  • Updated 11 months ago
I am using Outlook 2013 and have the Sharefile plugin installed. It asks me to sign in to get the plugin to be activated but it just hangs on the signing in page and will not get any further. We have over 150 users that have used this plugin without issue.
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Sal Sheikh

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Posted 11 months ago

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Sal Sheikh

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I have uninstalled and re-installed it but no change.
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Douglas Goodman, Sr. Software Engineer

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Hi Sal - Sorry about the login trouble you're experiencing. Are you able to log into ShareFile on the web or from other client applications such as Citrix Files for Windows?

Thanks,
Doug
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Douglas Goodman, Sr. Software Engineer

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Hi Sal - I also noticed (from the green "S" icon in the screenshot you posted) that it looks like you're running an older version of the Outlook add-in. Can you please try installing the latest version, 6.2?

Thanks,
Doug

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Sal Sheikh

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Doug, any reason we do not see a newer version/update available option so we can update Sharefile. I've had to manually update the Sharefile Sync app for users!
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Douglas Goodman, Sr. Software Engineer

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Sal, if you've installed Citrix Files for Outlook using the EXE installer, when you are logged in it should auto update. But you must be logged in.

I'm not sure about the Sync app.
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Prabhat Tyagi

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Sal,
Regarding the Sync tool, can you check if the auto upgrade is disabled for your users. Under Admin Settings -> Advanced Preferences -> Enable ShareFile Tools, see if "Enable Auto Update" is unchecked. Additionally there is a registry key too (EnableAutoUpdate) for disabling Auto Update but I think that may not be set in your case.

Cheers
Prabhat Tyagi
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Sal Sheikh

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I uninstalled the previous plugin and installed the new plugin and now have another issue...
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Douglas Goodman, Sr. Software Engineer

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Sal, When you click the "Log In" button in the ribbon, what happens?
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Sal Sheikh

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i got the above error message when i tried to log in
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Douglas Goodman, Sr. Software Engineer

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Sal, Did you try it a second time? Sometimes there may be invalid token info left over from the last login attempt.

Can you provide your log file?
The log file (log.txt) can be found in this folder: %appdata%\Citrix\Citrix Files for Outlook

Upload the log file here: https://citrix.sharefile.com/r-r87fa2630d0a48558

Thanks,
Doug
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Sal Sheikh

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Hi Doug
for some reason I cant get to that location
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Douglas Goodman, Sr. Software Engineer

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Try:
c:\users\ssheikh\appdata\roaming\citrix\citrix files for outlook
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Sal Sheikh

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Hey Doug,
I have sent the log over
Regards
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Douglas Goodman, Sr. Software Engineer

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The log file indicates that proxy authentication is required.Do you have a proxy configured that is not authenticated?
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Sal Sheikh

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Hi Doug
nope. all users are set up the same here. I downloaded the latest version from this link: https://www.citrix.co.uk/downloads/sharefile/clients-and-plug-ins/citrix-files-for-outlook.html and installed that.
I might uninstall it, restart my pc and re-install it to see if this helps.
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Sal Sheikh

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I've just gone into control panel>programs and features and Sharefile Outlook plugin isnt even listed!
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Douglas Goodman, Sr. Software Engineer

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This sound like an installation problem. Can you please contact support here: https://www.sharefile.com/support/request

They should be able to help resolve install issues you are having.

Thanks
Doug
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Sal Sheikh

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Hi Doug
I logged on to a loan laptop and I could sign in on this so i copied the config file over to my pc and it started working!
Maybe the config file got corrupted?