Problem uploading data to sharefile and syncing

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  • Problem
  • Updated 3 months ago

Good afternoon,

At our company, we have started to use sharefile around 3 months ago.

In May, we changed our cloud services provider to share file.

We tried to migrate our department archive to the cloud (sharefile) because we need to have the files up to date and available at all times (like a server), and at the same time

We constantly have to share specific files requested by other departments or clients. These files are heavy, which is why the most convenient thing for us is to give access to a specific file that is on the cloud, rather than having it in a local drive or server and having to upload it.

The problem appeared when migrating our archive to Sharefile. Sharefile is unable to sync all files (folders and documents). I have seen comments saying it is because of the path being too long, but after several tests, I have seen that some files are missing for one user and not for the rest (and vice versa).

I am not even able to upload the whole archive, which is the most problematic thing. if some files would have to stay in the cloud, it would be someway ok, but we are losing data when uploading.

I would like to get in contact with customer support but after a lot of searching, I believe there is no way, so I put out this issue hoping they will get back to me.

Regards
Photo of iñigo de la cueva flores

iñigo de la cueva flores

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  • frustrated

Posted 3 months ago

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Leo, Official Rep

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Hi Iñigo,

I'm sorry about your difficulties.  To reach out to support, you have the following options:

You can open a case at https://support.citrix.com/cscase
If you are in the United States, you can call in at 1-800-441-3453 between 8am to 8pm Eastern Time, Monday through Friday.

Alternatively, if you are on one of our support offering plans and are an authorized contact, you can open a case more directly here, instead

-Leo