User received "reached bandwidth limit" in Outlook with no bandwidth limits set

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  • Updated 2 weeks ago
Yesterday, we had a user that was trying to send some files using the Sharefile plug-in for Outlook (Outlook 2010) but they received an error message about exceeding the bandwidth limit set by the Sharefile admin (me). The attachments only totaled about 6 or 7MB so they weren't even that large. We have no account bandwidth limits and I don't have any limits set for individual users. He was able to send the exact same set of files this morning.

Has anyone else encountered an error like this? I can't see anything that I could have done to prevent it or why it occurred in the first place. Fortunately, the delay on these particular files wasn't an issue but we have deadlines that we often have to meet and it could have impact our ability to meet a deadline so I would like to prevent this from reoccurring if possible.

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Greg Francis

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Posted 3 months ago

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Douglas Goodman, Employee

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Hi Greg - Sorry to hear a user encountered this error. There is a chance it may have been another closely related error, probably an issue contacting the storage center. But, despite the cause of the error, there was still an error that prevented the message from being sent. I'm not sure we can prevent this from occurring in the future in all cases, but we can look into finding the cause and use it to update our messaging. We are constantly trying to improve our user-facing error reporting to be more helpful and informative.

Can you please provide the log file from the user's machine? It is located here:
C:\Users\{{username}}\AppData\Roaming\ShareFile\Outlook\log.txt

Please upload it to this link:
https://douglasgoodman.sharefile.com/r-re6abeaf52a54d78b

Thanks,
Doug
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Greg Francis

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I've uploaded the file. Thanks.
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Douglas Goodman, Employee

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Thanks Greg. I looked at the log file and the error message that was received is the same as the one we receive for the "over bandwidth limit" error, so unfortunately I don't have any other additional information other than the storage center rejected the upload for some reason. We will try to spend some more time on this to revise the error messaging.

Thanks,
Doug
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Greg Francis

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I appreciate your looking into it. As far as I know, we've only encountered this error once in the past four years. I'm just hoping that it was a blip rather than a trend.
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Terray Suggs

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I have also received this message while sending files through Outlook yesterday and today.  Help please
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Aaron Sidhu

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I am also receiving the same message, please can you advise.
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Deb Newton

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One of my employees has the same issue.  We got around it by sending the client files from my computer and my account.  Is there a fix for this problem?
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Douglas Goodman, Employee

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Hi all - I have looked into the issue and as far as I can tell there may be another error being returned from the storage zone that is being incorrectly reported as a quota issue. Either way this could be a configuration issue on the account. Can you please provide log files showing the issue. It would be best to turn on "advanced logging" under Options -> Help, then reproduce the error again.

Please upload the log files here: https://douglasgoodman.sharefile.com/r-re6abeaf52a54d78b

Thanks,
Doug

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Anthony Price, Quality Engineer / Release Manager

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Hey everyone,

I'm on the Engineering team that works on Citrix Files for Outlook (formerly ShareFile Outlook Plug-in).

In case you hadn't seen, we released Citrix Files for Outlook v6.2 yesterday and we recommend updating to the latest version.

https://community.sharefilesupport.com/citrixsharefile/topics/release-notes-citrix-files-for-outlook...

Thanks!