ShareFile Web "Unable to authenicate user" first try

  • 1
  • Problem
  • Updated 5 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.

Photo of John Taylor

John Taylor

  • 9 Posts
  • 2 Reply Likes

Posted 2 years ago

  • 1
Photo of Leo

Leo, Official Rep

  • 413 Posts
  • 37 Reply Likes
Hi John,

Yes, this is a known error with the 17.43 web application release.  We believe we have a fix coming out, but I would like you to confirm once 17.44 is active on your account, as it is in the process of rolling out to accounts today and tomorrow (barring any setbacks).  Sorry about that!

-Leo
Photo of John Taylor

John Taylor

  • 9 Posts
  • 2 Reply Likes
Thank You.. 
Photo of Ashrar Ansari

Ashrar Ansari

  • 1 Post
  • 0 Reply Likes
Hi john,

This issue also observe in desktop crome browser please help.


Photo of johan tijerino

johan tijerino

  • 1 Post
  • 0 Reply Likes
The issue seems to be related to the temp file from internet explorer, clearing the browsing history will fix the issue, IE saves the file and the error on the history and instead of loading the page again it shows the error "unable to authenticate user" you will see on the development network trace a 404 error in red.

Photo of Lokitha

Lokitha, Knowledge Services Specialist

  • 12 Posts
  • 0 Reply Likes
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 yourdomain.sharefile.com 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

(Edited)