Sharefile sync Mac login says "A connection failure has occurred"

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  • Updated 4 years ago
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Just installed Sharefile Sync on my Mac running Yosemite.  I can log into my company account on WinPC and iPad but can't login on my Mac.  It says "A Connection Failure has occurred.".  I have a solid connection to the internet.
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DP

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Posted 5 years ago

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Justin Wall

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DP,

It appears that this is a Mac OSX specific error message. See the following link: http://support.apple.com/en-us/TS1843
I think this may be some sort of firewall/blocked connection issue. 

I suggest adding the sync application to the firewall and restart the application and try connecting again. 
Here's a walk-through of how to do that: 

Allowing specific applications To allow a specific app to receive incoming connections, add it using Firewall Options:

  1. Open System Preferences.
  2. Click the Security or Security & Privacy icon.
  3. Select the Firewall tab.
  4. Click the lock icon in the preference pane, then enter an administrator name and password.
  5. Click the Firewall Options button
  6. Click the Add Application (+) button.
  7. Select the app you want to allow incoming connection privileges for.
  8. Click Add.
  9. Click OK.

Source: http://support.apple.com/en-us/HT1810

Please let me know if you have any further questions or concerns and I will be happy to assist you with the issue.
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DP

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Thought this would be solution but unfortunately not. I tried turning off the firewall all together. Same error on a different WiFi network.
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DP

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Just want to add that I tried to install Sharefile Sync on another Macbook and received the same error message.  Again, both machines have connection.  Both Macbooks are running Yosemite but had the same error when I tried to install on Mavericks couple of months back.
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Justin Wall

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DP,

Thank you for your response. What version of Sync are you currently running on the two MacBooks?
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Justin Wall

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DP,

A new version of Sync for Mac has been released today, v1.11, which fixes known Yosemite issues. This version of our Sync tool is now 100% compatible with Yosemite. 
Please download it here and let me know if the upgrade resolves your issue: http://www.citrix.com/downloads/sharefile/clients-and-plug-ins/sharefile-sync-for-mac-111.html
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DP

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Unfortunately, experiencing same issue with the latest version.
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Adam Lotz, Product Manager

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Could you elaborate a bit on exactly when (during install? after install) the message is popping up on your Mac?  Screenshots may be helpful if possible.  The latest mac release does have some specific Yosemite fixes, but nothing specifically in this area.
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DP

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After install, going through "Configure ShareFile Sync".  Shot of ShareFile app with error.
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Adam Lotz, Product Manager

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Thanks DP, that was extremely helpful.  This appears to be an issue with the mac sync client communicating with CA Siteminder, which is the authentication service managed by your IT group.  We will open a bug ticket to research this further and reach out to you via email if more details are needed.
(Edited)
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Mike Eisenman

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Hoping to see an update soon as I am experiencing the exact same issue.
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Ashlee Burch

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Hi All,
I'll check to see if we have any further info. Thanks!
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Ashlee Burch

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Do either of you mind if I reach out separately? We may need test credentials if either of you can help.
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Mike Eisenman

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please contact me at emike at hp dot com.  I can test, but I cannot provide credential to you.
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Ashlee Burch

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Thanks Mike. I do believe one if my colleagues already reached out. I apologize for the confusion.
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Fatou Diagne

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Dear Ashlee, I have a similar issue. Can you help? fatou at tree dot pe
Thanks in advance
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Alex Perry-Gore

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Just wondering how the fix is progressing? Having the same issue. Thanks Alex
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Fatou Diagne

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Same here, the issue is with Yosemite. Strangely enough, it syncs on certain WIFI networks but not on my home network.
Thanks,
Fatou
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Fatou Diagne

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Same here, the issue is with Yosemite. Strangely enough, it syncs on certain WIFI networks but not on my home network.
Thanks,
Fatou
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Mike Eisenman

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Still waiting.  I'd contact someone at our IT group, but I have no idea who.  You would think Citrix support would have a contact?