ShareFile Web "Unable to authenicate user" first try

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  • Problem
  • Updated 4 months ago
  • (Edited)

Login Screen to ShareFile web, first try get an error

First attempt to log in get an error "Unable to authenticate user".  Try again, second attempt, able to log into ShareFile.

Tested on Chrome, IE.  It is not consistent, as of this writing, outside of our network seems OK and internally, seems OK.     Started a couple of days ago, maybe Nov 6th or Nov 7th.   Is this a known error that Citrix is working through since their latest web release?

Anyone else seeing this error?  About to open a ticket with Citrix.

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John Taylor

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Posted 2 years ago

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Lokitha, Knowledge Services Specialist

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Official Response

If none of your users can login to their ShareFile accounts, it is most likely that their passwords were reset as a security measure.

You will need to reset passwords by going to and clicking the Forgot password link. If you are an admin, you reset your password, login and change passwords for other users. Refer to CTX239862 - ShareFile Admins - How to Reset User Passwords

Citrix identified some unusual logins to certain Citrix ShareFile (aka. Citrix Content Collaboration) user accounts. We are requiring a password reset for all non-SSO accounts. Upon logging into ShareFile, users will no longer be able to use their old password. They will have received an email providing a link to reset their password.

For more details on the recent password policy change, refer to Citrix forces password reset to protect against credential stuffing

Refer to CTX240162 - None of Our Users Can Login to Their ShareFile Accounts for further instructions