Sharefile desktop for Windows has stopped working

  • 1
  • Question
  • Updated 5 months ago
When I click on my ShareFile Desktop App in the mornings I receive this message "ShareFile Desktop for Windows has stopped working."  If I then click on it a second time, it opens fine without the message.  Why is this occurring and is there a way to fix it?
Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes

Posted 5 months ago

  • 1
Photo of Prabhat Tyagi

Prabhat Tyagi, Director, Product Engineering

  • 189 Posts
  • 9 Reply Likes
It’s difficult to say what caused the Windows Desktop app to stop working without looking at the logs. Please open a support ticket and someone should be able to assist you.

Cheers
Prabhat Tyagi
Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes
Thank you.  I have tried working with support to fix this issue and they have not been able to correct it either.
Photo of Prabhat Tyagi

Prabhat Tyagi, Director, Product Engineering

  • 189 Posts
  • 9 Reply Likes
Trisha, do you have the support ticket number? I will follow up and investigate it. 
Photo of Gaurav Saraf

Gaurav Saraf, Software Engineer

  • 9 Posts
  • 3 Reply Likes
Trisha, it will be helpful if we can get the logs too.
Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes
Yes, I can get the support ticket number from my email and how do I get the logs for you?  Thanks :)

Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes
Case Number : #78630418
Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes
If you can let me know how to get you the logs I will do that too.  Thanks :)

Photo of Gaurav Saraf

Gaurav Saraf, Software Engineer

  • 9 Posts
  • 3 Reply Likes
There's a "Send logs" link in the Help window of the app. The logs will be automatically uploaded once you click that link.
Photo of Gaurav Saraf

Gaurav Saraf, Software Engineer

  • 9 Posts
  • 3 Reply Likes
Edit: The link is called "ShareFile Desktop Logs".
Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes
Thank you!  I just sent the Logs to ShareFile :)

Photo of Gaurav Saraf

Gaurav Saraf, Software Engineer

  • 9 Posts
  • 3 Reply Likes
Trisha,

It looks like the issue you're hitting is the one we fixed in our latest release. Unfortunately, this issue happens when we try to upgrade you to the latest version. Can you try upgrading to the latest version manually and let us know if it fixes the issue for you? You can download the latest version from the Apps page of ShareFile web app.

I hope this helps!

Thanks,
Gaurav
Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes
Thank you!  I will try this today and let you know. :)

Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes
That fixed it!!!  Thank you so much. :)
Photo of Gaurav Saraf

Gaurav Saraf, Software Engineer

  • 9 Posts
  • 3 Reply Likes
Glad it got fixed. :)
Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes
So now my co-workers Sharefile Desktop App is doing the same thing mine was doing (" "ShareFile Desktop for Windows has stopped working.").  How does she manually update the desktop app?  Mine had a message at the top that told me I didn't have the current version and to click here - she does not have this message.  If she updates it will probably correct her issue also but we don't know how to get to the update.  Thanks
Photo of Gaurav Saraf

Gaurav Saraf, Software Engineer

  • 9 Posts
  • 3 Reply Likes
You can tell them to download the latest version from the Apps page of our web app.
Photo of Trisha Lee Thomas

Trisha Lee Thomas

  • 20 Posts
  • 0 Reply Likes
Ok thanks