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.
Posted 3 years ago
Kevin Glenn, Escalation Engineer
Lokitha, Knowledge Services Specialist
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.
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.
Christopher Dela Rosa
Kevin Glenn, Escalation Engineer
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
Christopher Dela Rosa
Kevin Glenn, Escalation Engineer
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