ShareFile is a SLOW product independent of how we access it..

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  • Problem
  • Updated 1 month ago
  • Acknowledged
We have been with your service for 10 months after switching from Dropbox. ShareFile started out slower than your competitors & the latency has gotten worse. No matter how we access ShareFile it is slow & getting slower. Whether we access Via Ethernet, WiFi or Cellular the checking files, updating files, & downloading files is slow & has been getting slower.

 It's not a problem with our internet connection speeds. We went from 5Mbps ADSL to 10/10 Mbps to 20/20 Mbps fiber with the ShareFile access times increasing NOT decreasing. I have seen this same issue reported by customers of yours that have up to 100Mbps speeds. We have continuously receives complaints from our mobile devices users such as, "it use to be slow not it's real bad".  

Every Friday in our production meeting we use project ShareFile on a screen in front of our management & feild leads. It has never been fast but in recent weeks has become embarrassing slow or unusable for our meetings.  Again, when will Citrix / ShareFile commit to fixing the very slow access times? 

From day one our employees have asked to go back to DropBox. Now that they have better business tools we may have to do it.

We use Enterprise Sync Manager, iPad App v.3.2.3, we also directly login to the website, 
PS -  I'm not a single user I represent 50 users.
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Tim

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Posted 4 years ago

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Justin Wall

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Hey Tim,

I posted this response in a previous thread but wanted to ensure you saw it:

"I apologize for the latency issues you have been experiencing over the past 10 months. Our Development and Operations teams are constantly looking into ways to reduce latency across the board. Latency has been the highest priority. Within the past 24 hours, we have made improvements to our databases surrounding recent latency issues and I am confident that moving forward, access will become more stable for you.

Again, I apologize for the inconvenience and please let me know if you continue to have latency issues so that I may get your specific case in front of our engineers."
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Tim Norris

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Not sure if this will help, but I found that the Enterprise Sync Manager was causing our Sharefile to run at a crawl. 

Anytime it is active syncing files it drags down all the other users file transfers.  I was using it with a local storage zone...which I was warned that it was not compatible with.  I tried it anyway, and it "worked", but later discovered that it was causing slow file transfers.  We've discontinued its use at this time.  Could this be part of your problem?
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Guillaume Serton

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On my side, we are not using Enterprise Sync, but the cloud services (EMEA) and it's very slow compare to Dropbox.
Is there any improvements on this pain point scheduled?
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Brenda Kerr

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We are also experiencing excruciating slowness. Over 30 seconds just to log in right now.
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Justin Wall

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Guillaume and Brenda, 

Please let me know if you are still having latency issues. If you are, please give us a call (800.441.3453) or e-mail our support team (support@sharefile.com) and we can open a case for you. 
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Frank Wasson

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Just popping in with a comment. We are also experiencing latency that is at least 2-3 times slower than a month ago?  We're not power users, but do rely on the tool to house data files for our audits, and download times are getting bad. In some instances we are re-clicking on files (thinking we didn't do it right the first time) - nothing.  We have staff killing the browser, logging back in and then trying again.  I'm sure that doesn't help the situation, but you can understand the behavior.

Can we get an update on what work is going on?  I used to not get any messages from Sharefile for problems; now I'm getting 3 a week?  Is there some sort of infrastructure project transition underway that is impacting speed?

Thanks for your help.

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Volkswind

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We got the exact same problem.
When we try to set permissions or running a report, we always get an error-message saying:
"An unexpected error has occurred.

ShareFile technical support has been alerted and the error will be resolved shortly."

And this since the start of last week.
We're so disappointed at this time, we're already considering a switch back to another hoster.
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Jim

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Our company is experiencing the same issues.
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Ashlee Burch

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Hi all,
I apologize for the issues that you all are currently seeing. Have any of you all put this on record with ShareFile Support? I ask because we aren't currently having any widespread slowness reports and it may be something that can be tested with a member of Support. The more widespread issues that were referenced earlier in the thread shouldn't be happening now. If any of you all have the time, I would suggest reach out to Support to have a representative test and possibly talk you through any issues.
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David

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I realize this is an old thread, but I constantly have problems with sharefile being SLOW.  I also get errors when trying to look at .pdfs on sharefile saying that there is insufficient data for an image.  I NEVER had those problems with Dropbox.
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Jason

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HI,

This is my first time using it for my new company. I have a total of 24 meg of files to push out. Its been several hours including 6 times of it closing out. Is there anything I can do at this point. This is aweful

Jason
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Rachel Straube

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I have been experiencing the same issues with it running extremely slow and sometimes cannot upload files. It is getting worse and worse as time goes on.  
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Prabhat Tyagi, Director, Product Engineering

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Hi Rachael,

Regret the bad experience you are facing. Can you please provide some more details on the issue and the client that you are using for uploading the file.

I would also recommend creating a support ticket so that the issue can be tracked and followed up. 

Cheers
Prabhat Tyagi
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Robin Tucker

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I was reading through these for answers. My Sharefile is moving incredibly slow. For example, if I create a folder the system "thinks" for about 45 seconds before the folder will be built. I should be able to create multiple folders in that amount of time. I am not putting anything in the folders yet, just simply naming them. 

Help! 
Best,
Robin 
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Robin Tucker

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I have reached out to customer service and communicated here and I have not heard back from anyone... 

Please help. The system is so slow it's causing a LOT of frustration in my office.