ShareFile for Outlook not loading

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  • Problem
  • Updated 1 month ago
ShareFile for Outlook plugin does not work as intended. After logging with the ShareFile credentials, the plugin is stuck on loading. I have tried closing and opening Outlook. This problem has existed for a long time. The plugin works only sometimes. 
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Pramod Narayan

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Posted 2 months ago

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Douglas Goodman, Employee

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Hi Pramod - I'm sorry to head you're having problems with the Outlook plug-in. Can you answer a few questions for me:

What version do you have installed?

Are you also running Citrix Workspace App?

Can you please upload your log file to me?
It is located here: %appdata%\Citrix\Citrix Files for Outlook
Please upload it using this link: https://citrix.sharefile.com/r-r072522c8e0b4edab

Thanks,
Doug


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Anthony Price, Quality Engineer / Release Manager

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Hi Pramod, 

I am on the Engineering team that works on the Citrix Files Email Integrations. 

I'm sorry you're running into this issue with one of our applications. I have a few questions that might help me narrow down this issue if you don't mind.

  1. Can you confirm you are referring to ShareFile for Outlook the Office Add-in, and not Citrix Files for Outlook (formerly ShareFile Outlook Plug-in)? Also, apologies the naming is a bit confusing right now. ;-) 
  2. Are you receiving any type of error, or is the login screen just spinning after you try to submit your email and password?
  3. Are you using a Mac or Windows? 
  4. Do you have any firewall or antivirus that could be interfering with login?
  5. Are you able to log in to your account through your web browser?
If I'm not able to resolve this over the Community forum I might see if someone on our Support team can reach out and assist. 

Thanks!
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Pramod Narayan

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Hello Anthony,

Thank you for the follow-up. I was using the old ShareFile Outlook plugin. So, I removed this add in and downloaded the ShareFile for Outlook add-in from the website. The issue got resolved with the installation of the new add-in. I guess the old plugin is not compatible anymore. I think it was version v1x.

Pramod
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Anthony Price, Quality Engineer / Release Manager

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Hi Pramod, 

We are currently on version 6.1 of Citrix Files for Outlook so if you had 1.x that would be many years old. If you would like to use an updated version of this application you can download it at http://dl.sharefile.com/cfo

If you are happy with the Office Add-in that you installed, then that works for us too!

Take care!
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Pramod Narayan

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Hi Anthony,

I downloaded the latest version 6.1 from the website.

Thanks
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jason MAMC

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i constantly have issues with my users and the outlook/sharefileintegration and im often having to install the web version integration in outlook via the store. which is fine but it does not have the encryption option which means you have to go to the sharefile site.  the issue im having is that it is slow to load or crashes and outlook will disable it.
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jason MAMC

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I have installed the latest version with same results.  This is outlook not liking the integration.  please have your engineers review and please have them add encryption option in the web version


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Douglas Goodman, Employee

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Hi Jason - I'm sorry to hear you are having issues with Citrix Files for Outlook. We'd really like to help you resolve them. Can you please give us some more information describing your problem?

What Citrix Files for Outlook version do you have installed? What Office version? Windows version?

When is the add-in crashing? Is it due to some user interaction or just on startup? Can you provide event viewer logs?

Can you provide the log file from the add-in?
It is located here: %appdata%\Citrix\Citrix Files for Outlook
Please upload it using this link: https://citrix.sharefile.com/r-r072522c8e0b4edab

I'd like to get the add-in working properly for you. You should not need to switch to the web-based add-in. Right now we are unable to add the encrypted email feature to the web-based add-in due to Microsoft Office Add-in framework limitations.

Thanks,
Doug
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jason MAMC

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I will try to get that on one that has the problem if still having the issue.  but to start we are all running outlook 2016, Windows 10 v1803 or later.  it crashes at startup.
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Douglas Goodman, Employee

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In that case, the log files will be very helpful.

Can you please also upload the loader log file, located here:
%localappdata%\Temp\Citrix Files for Outlook

Also, are the affected users running Citrix Workspace App?

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jason MAMC

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will try go get those logs ASAP.  No we are not running citrix workspace app
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Anthony Price, Quality Engineer / Release Manager

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Hey everyone,

In case you hadn't seen, we released Citrix Files for Outlook v6.2 yesterday and we recommend updating to the latest version.

https://community.sharefilesupport.com/citrixsharefile/topics/release-notes-citrix-files-for-outlook...

Thanks!