ShareFile FTP service changes email from Citrix

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  • Updated 3 years ago

Today all my users received this email form Citrix

"ShareFile FTP service changes

Our records indicate that you are using an FTP client with Citrix ShareFile. As part of our ongoing commitment to providing scalable, secure services, we are making changes to our FTP service on Monday, March 28

Currently, we allow direct access to an assigned or preferred FTP server (via the command line interface, PowerShell scripting or third-party FTP management suites). Moving forward, accessing ShareFile in this manner may initiate a load-balanced redirect to another server in the system. For most, this redirect will take place without any action needed on your part, and should remain transparent on the client-side.

There are two specific groups of customers that will require user intervention to ensure that your data is handled and housed as you expect:

  1. European Union-based customers must direct their FTP client to:
  2. Customers needing HIPAA compliance must direct their FTP client to:
If you have questions, please contact our support team or read more about FTP compatibility.

Thank you,
The ShareFile Tech Team

I do not understand why you would send such a technical email to all my users which are 335 !! Who are all sending me emails back wondering what is an FTP, they are not using one.....

It's regarding technial issues so why did you send it to all the users on my Sharefile platform et not jus the admin ?

I'm gonna have to deal with that all day !!!!

Thanks in advance for your answer.
A frustated admin !
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  • frustated

Posted 3 years ago

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Wim Sijses

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One user of our organization came to me if he could use Citrix on Tuesday, because we are using Citrix on our working environment. That the users know and not that Sharefile is also a Citrix application.

So I must say that the post is correct with his comment to Sharefile. I'm also not happy with the action of Sharefile and wish that Sharefile could correct this in the future.

Regards Wim Sijses

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For what there is a super-user group when SF send a mail to everyone...
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If you want to laugh a bit, the admin didn't receive the email just the end users....
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I can confirm this. I didn ́t get the information, but a lot of our users did...
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Justin Nuzum, Official Rep

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All - our sincerest apologies for any work or pain caused by our email notification this morning. We sent this to be transparent to all users who had logged into FTP within recent history so as to ensure no issues with connections moving forward. Obviously we over communicated and caused this frustration. 

We will be drafting a note to be posted to this community, specifically for admins, apologizing for any confusion or unwanted questions they received after the email was sent. Moving forward we will be very careful about our email distribution and communication as to prevent unneeded questions from your end-users. 


Justin Nuzum
Senior Manager, Technical Support