Problem Logging In to Share File using the Outlook Plug In

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  • Updated 1 month ago
I am running Microsoft Outlook 2016 and I installed the Share File plug in. We re using an organizational account to access Share File. When I use a browser to log in, there is no problem logging in using my organizational username and password. However, in Outlook, it errors out. I attached a copy of the error generated. Any help is appreciated. 

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Christopher Dela Rosa

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Posted 3 years ago

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Kevin Glenn, Escalation Engineer

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Hi Christopher,

When logging in are you clicking on the "Log in with my company credentials" link directly below the "Sign In" button?

-Kevin Glenn
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Christopher Dela Rosa

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Yes and then I type in my sub domain and it transfers to the ADFS page of my institution but after I enter my username and password, it generated an error. When I log in using a browser, I don't have any issue using my organizational credentials.
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Kevin Glenn, Escalation Engineer

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Hi Christopher,

I see a successful authentication recently to ShareFile Outlook plugin for your user account. Were you able to get in using your company credentials or was that when using your ShareFile credentials? If you haven't tried logging in with your ShareFile credentials that would be great to test.

If you are only having an issue when using your company credentials it may be best to open a case with our Enterprise support team by logging in here: https://www.citrix.com/support/open-a-support-case/

If you are also having trouble logging in with your ShareFile credentials as well it may be helpful to review the logs files on your machine. Would you mind uploading them here: https://www.citrix.com/support/open-a-support-case/

The log file can be found here: C:\Users\%username%\AppData\Roaming\ShareFile\OutlookPlugin

-Kevin Glenn
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Christopher Dela Rosa

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Hi Kevin,Thank you for looking into my issue. Yes, I have successfully logged in on the Outlook Plug In using my ShareFile credentials. I have not successfully logged in using my company credentials. Thanks for the advice, we will submit a case. Thanks again.
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Kevin Glenn, Escalation Engineer

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Hi Christopher,

Whoops! I meant to include a ShareFile request link for the log files in my last post. However, since we narrowed down the issue to being related to your Single Sign-On credentials, the Enterprise support team will be the best contact to assist in finding a resolution. I'll make sure to reach out to them in case there are any product specific issues that need to be addressed.

Thanks so much for reaching out and glad I could be of assistance. Please let me know if you have any other questions!

-Kevin Glenn
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Lokitha, Knowledge Services Specialist

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Hi Folks!

If you are unable to send files using ShareFile Outlook plugin, first make sure that your password is working by logging into yourdomain.sharefile.com.

For further instructions and more recommendations, refer to CTX223587 - ShareFile Outlook Plugin - Unable to Attach or Send Files, Icon Grayed Out

You might also want to check out our updated password requirements policy too: CTX240122 - Latest ShareFile Password Reset Frequency, Requirements and Policy
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mcdonamw

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Did this ever get resolved?  My company just started using Sharefile as well and we use Okta for our SSO.  We are also having the same issue where the Outlook plugin fails to log in with the company credentials.  It works fine with the browser.
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Chris

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Are you using your ShareFile accounts primary or secondary subdomain? If using secondary, those will only work for the web browser, switch to only using the primary when using a ShareFile tool.