ShareFile for Desktop has stopped working again!

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  • Problem
  • Updated 8 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.  I posted about this about 3 weeks ago and you gave me steps to fix it and it corrected mine and most all my colleagues, but it is happening again to a couple of my co-workers and it's only been a few weeks???? HELP! :)
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Trisha Lee Thomas

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Posted 9 months ago

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Amelie

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My best advice for you would be to upgrade to citrix files. I have the feeling that they dont put a lot of effort in sharefile's support...
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Prabhat Tyagi

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Hi Trisha,

Can you please submit the logs. We will need to see the logs to troubleshoot the issue. Also if you have not opened a support case, please do so. 

Citrix Files for Windows is the new app that essentially is a superset of Desktop App, Drive Mapper and has Offline access (as beta feature) too in terms of capabilities. It allows for accessing the ShareFile files natively through the explorer. More details can be found here: https://support.citrix.com/article/CTX237126

Cheers
Prabhat Tyagi
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Trisha Lee Thomas

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thank you I'm off work today and will send you the logs on Monday.  
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Trisha Lee Thomas

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Prabat,  the employee having this issue sent the logs to ShareFile this morning.  Can you please take a look and let us know if this can be fixed.  I will open the ticket and send you the number.  Thanks,

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Trisha Lee Thomas

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Here is the ticket number:    

Case Number:

78743377

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Prabhat Tyagi

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Thanks Trisha. We will update by tomorrow.
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Gaurav Saraf, Software Engineer

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Hi Trisha,

Do the same resolution steps work? Unfortunately, the issue we recently fixed was related to auto-update. We try to update the app when it is launched, and it’s here that the app crashes. So the only resolution would be to manually upgrade to the latest version by downloading it from the Apps page of the web app. Once you’re on the lastest version, the app won’t crash in the future when trying to auto-update.

I hope this helps.

If the user is already on the latest version, let us know and we’ll inverstigate the logs.

Thanks,
Gaurav
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Trisha Lee Thomas

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Thank you.  I will check with the my co-worker and let you know.
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Trisha Lee Thomas

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I think manually upgrading to the latest version fixed the co-workers issues of the app crashing.  It is working for now.  Thank you. :)