ShareFile : offline file update doesn't work

This is the expected behavior when phone is in Online Mode:

When the phone is in Online, connected to internet:

1. Make the file available offline

2. Edit and save. The delta <difference> is cached/saved locally on phone < not updated at ShareFile server until the upload queue is completed>

3. When you try to open it again, the it tries to get the version from ShareFile server <which is not updated yet with delta, until the upload queue is completed> and not a local copy. This is because the phone is online on network/connect to internet.

4. Once the upload is completed in queue <which takes some seconds>, you have latest version of the file.

When phone is offline mode < airplane mode >

1. Make it available offline

2. Edit and save. The delta <difference> is cached/saved locally < not updated at ShareFile server as the phone is in offline mode>

3. When you try to open it again, the it tries to get the version from local cache <which is updated with delta> a local copy.

4. You have latest version of the file in offline mode.


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Getting Error “internal service Error” when accessing the gateway externally

If we get this error first thing to check is if we are able to resolve Storefront FQDN or base URL from netscaler.

If not make an A record in Netscaler DNS.

Or else give the IP of Storefront in session profile like:

*Where is our SF IP and SF is our store name.

Also make sure that the SSO domain that we add in session profile is same as the Userdomain.

To check this run “set” command on storefront command line and check the Userdomain field.

If we still get errors like “cannot complete your request”, check the LDAP profile.

It may have an entry in SSO name attribute field like “cn.”

Remove it.

We need SSO name attribute in only multiple domain environment, and that should be set as “userPrincipalName ” in that case.


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Citrix license programs registration guide


  • All Licensing programs require a Citrix account to register.
  • Creating a new account does not automatically create a new license program registration.
  • Citrix Licensing Programs only allow entry into one single active licensing program agreement at a time.


Citrix Licensing Programs consist of three different programs:

  • Enterprise Licensing Program, which provides discounts on purchases over a specific amount and level
  • Easy Licensing Program, which provides electronic licensing with no discounts.
  • Education Licensing Program, which provides discounts for non-profit Education entities.

For more information on these programs, please contact your Solution Advisor or visit our Licensing Programs page on

My Account Navigation Steps for Customers

  1. Log in to My Account.
  2. From the home page, select Licensing Program Registration.
Continue to step 5.

My Account Navigation Steps for Partners

  1. Log on to Partner Central.
  2. From the home page, hover over or click Licensing and Renewals, then select Licensing Program Registration.
  1. From the Licensing Program Registration page, select Enterprise Licensing, Easy, or Education.

Enterprise Licensing Agreement Procedure

To create a new Enterprise agreement, follow the steps below.

  1. While on the home page, select Begin registration.
  2. Select Parent Company.
  3. Select the Primary contract administrator by clicking the radial box next to the persons name and click Continue.
  4. On the next page, there are several options to choose.
  • Add Contacts
  • Add Affiliates
  • Complete Registration
  1. To add a contact, select Add Contacts.
  2. Fill out the form; Red Asterisks (*) are required fields.
  3. When form is completed, select Add Contact. Upon seeing the new contact record on the next page, select Continue.
  4. You can add more contacts by selecting the Add New Contact again.
  5. The next page allows you to complete your registration by clicking Complete Registration at the bottom of the page.
  6. The next page shows the contract information and provides two other steps that you can take immediately or later. These 2 options can also be found on the home page under Manage Registration.
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Publish Registration

This option streamlines notification of new contracts to a partner by making notification part of the process of registering a contract. It also allows the chosen partner to administer or manage the customer’s contract and provides them immediate access to the contract number and other information so they may place an order immediately. Publish Registration also allows customers to remove a partner or send notification of an existing contract to a new partner when the customer has not yet chosen one.

  1. Select Search for a Reseller in the middle of the page.
  2. Choose Country, State or Province, and enter partner name in the Name field, then select Continue.
  3. Select the radial box next to the preferred partner of choice (if more than one appears).
  4. Select Continue and Continue again.
  5. Add the e-mail address of the contact at the partner company you wish to receive the contract information notification.
  6. Select “Send Now”, this refreshes the page and shows an e-mail was sent to the e-mail address entered in the Email Address field.
  7. Select Finish. This brings the user back to the home page of the Licensing Program Registration where additional boxes appear allowing customers or partners to manage other aspects of a contract.

Manage Registration

  1. Upon completion of registration, the second option available is Manage Registration.
  2. Select Manage Registration, this brings you back to the home page of the Licensing Program Registration.
  3. In this section, a customer or partner may Manage Affiliates or Publish Registration.
  1. Manage Affiliates: This link allows parent companies to add affiliates to their contract. This is different from the Register>Affiliate Company in that this is where a Parent company adds affiliates to the contract, whereas Register is for an affiliate to add themselves to a parent company contract.
  2. Publish Registration: This link allows a customer to publish their contract information to a preferred partner.

Note: Only a customer sees this view and can publish registration information to a partner. When a partner contact sees this link, it is because their company also owns a contract. For instructions, see the Publish Registration information above.


Register>Affiliate Company is for affiliates to add themselves to a parent contract. Contacts who log in with a username associated to the Parent company should not use this option.

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Manage Contacts

Manage Contacts allows customers and partners to manage Primary and Secondary contacts on a contract and add contacts to the account.

Note: A partner must have been provided the rights (published) to administer their customers contract prior to being able to change contacts.

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To change the Primary or Secondary Administrator:

  1. Click Primary Administrator or Secondary Administrator.
  2. Deselect current contact highlighted as Primary or Secondary contacts.
  3. Select new contact by clicking the radial box next to their name.
  4. Select Continue.
  5. You may add a new contact by selecting Add New Contact. You may also add a new contact from the home page by selecting Add New Contact in the Manage Contacts section.

Manage Affiliates

  1. Click Manage Affiliates.
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  1. Select Add Affiliates.
  2. Add affiliate customer ID in the field with the asterisk (*) and select Continue.
  3. Select appropriate choices by clicking the corresponding radial box and Continue.
  4. The next page shows the contact information. Select a contact to be the person who receives notifications for their affiliate contract and select Continue.
  5. The next screen allows a contact to confirm their selections and select Continue.
  6. The next page shows affiliate just added and allows addition of another affiliate or to go back to the home page, if finished.

Removing a Preferred Partner

Customers may want to remove a partner they have previously selected or not choose any at all. Choosing or not choosing a partner is up to the customer and not a requirement by Citrix.

  1. Select Publish Registration on the home page.
  2. Select the radial box next to the partners name on the next page.
  3. Select the Remove button.
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  1. You have the ability to add another partner or none at all. If none, select the Finish button and return to the home page.

Enterprise License Program Resources

This section brings users to the Licensing Programs page, which provides additional information on licensing programs.

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Program Overview

The Program Overview takes you to the License Program page on, where benefits and other important information is found. It also provides links to Citrix Delivery Center solutions. All links, once selected, open a new window.

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Enterprise License Program Terms

Select this link to view the program terms.

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Affiliate Registration

The following steps provide instructions on how affiliates can add themselves to a parent Enterprise Licensing Agreement (ELA).

  1. A contact from the affiliate company needs to log in to My Account.
  2. Select the Begin Registration link shown below.
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  1. Select Affiliate Company.
  2. Enter the Parent Company ELA Registration number (contract number) in the first field and Parent Company ID (account number) in the second field and select Continue.
  3. The following page shows the Parent company registration information and requires you to select the Yes button to continue. The No button allows you to cancel the registration and start over, if needed.
  4. Select the Primary contact from the list provided by checking the radial box next to the contact and select Continue.
  5. The following page provides the contacts Customer ID and ELA Agreement number. Notice the contract number is the same as the parent contract with a -02 at the end, this designates that contract as an affiliate. This concludes the registration. You can select Manage My Registration or continue to work within My Account.
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Education Licensing Program Registration

The Education Licensing program is solely for Education entities.

  1. Select Education.
  2. Select Register Now.
  3. A brief explanation of the program appears on the following page, we recommended reading this information. Once read, select Continue.
  4. A verification page follows providing the contacts company information. Verify the accuracy of the information and select Continue.
  5. Select a Contract Administrator from the choices shown and select Accept Choice. The system shows all contacts marked Current in the account.
  6. You may add a new contact by selecting Add Now, filling in the appropriate information and when completed, takes you back to the same page with the newly added contact shown.
  7. Select the Secondary Contract Administrator and click Accept Choice. As in step 4, you may add a new contact by selecting Add Now.
  8. The following page requests verification of company information. If correct, select Complete Registration, if inaccurate; select Go Back and Edit Company Information just above the Complete Registration button.
  9. Upon selecting Complete Registration in step 6, you can send notification of the new Education Registration information to a partner of your choice by adding the e-mail address of the partner contact and selecting Send.
  10. The following page shows the confirmation e-mail sent. Select Exit Registration to go back to the Education Welcome Page.
  11. Upon completion of the Education registration, select Exit Registration. On the page that appears, select Continue to view the Education contract number.

ELA Contract Re-registration

If you have an existing ELA contract and attempt to create another one, you receive the pop up message below. This same notification appears if you try to open a new Education Contract and already have an Easy or ELA agreement.

The example below shows what happens if a user tries to create another contract. This example does not apply to an Easy contract.

  1. You select Begin Registration.
  2. You select Parent Company.
  3. The message below appears stating an ELA contract already exists and does not allow you to continue.
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Easy Contract Re-registration

The example below shows what happens if a user tries to create another Easy contract.

  1. You select Begin Registration.
  2. You select Parent Company.
  3. The message below appears stating that an existing Easy contract already exists and if the user continues registering, the system deactivates the existing Easy contract.
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  1. Select OK to continue, which creates a new ELA contract agreement, or Cancel.

Additional Resources

For assistance in North America, call 1-800-4Citrix (800-424-8749), 24×7 or visit our Customer Service support site to open a case. For International contact information, click here.


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How to Contact Support – Hardware Customers

Before creating a Support Case

Citrix Technical Support aims at solving every reported incident in the shortest possible timeframe. To do so, we require the appropriate information. Please make sure to follow the steps below before contacting support. If the information provided is incomplete, the resolution of your support case might be delayed.

Consult the Citrix Self Help Resources

We recommend that you take full advantage of all of the Citrix Self Help Resources and our Best Practices before creating a support case. These resources and best practices can help you quickly find the answers you need or help expedite your issue.

  • Knowledge Center: A database of articles and bulletins written by Citrix technical experts.
  • eDocs: A library of product documentation for Citrix solutions and technologies.
  • Support Forums: Discussion forums where you can ask questions and get real-world answers from other customers.
  • Analysis Tools: A simple, online troubleshooting platform and health-checker for your Citrix environment. Available for XenDesktop, XenServer, XenApp and NetScaler.
  • Secrets of the Support Ninjas eBook: Support tips on XenApp, XenDesktop, XenServer and NetScaler.
  • Communities: User groups and interest groups where you can share ideas, opinions, technical information and best practices.
  • Citrix Education: Training and certification courses to build your skills.
  • Project Accelerator: A free, interactive XenDesktop assessment, design and deployment tool from the experts.
  • Blogs: Straight talk from Citrix executives, product teams and technical experts.
  • Citrix Support on Facebook | Citrix Support on Twitter: Interact with Citrix Support engineers who monitor the Citrix Support social networking sites.

Gather All Necessary Information

Best Practices to help expedite your support case.

Hardware Support Checklist

  • Appliance Serial Number (requires valid appliance maintenance)
    • Firmware version
    • Release
    • Build
    • Classic or Ncore version
  • Recent changes in the network/environment
  • Description of issue and issue behavior
  • Steps to reproduce issue
  • Troubleshooting diagnostic steps taken
  • Explanation of your network layout or network topology diagram (if possible include IP information)
  • A network trace if networking issue.
  • For NetScaler & AGEE issues, please have the support file ready: System Diagnostic > Technical Support Tools > Generate Support File > Run > Download the file support.tgz
  • Business impact
  • Support case severity – when reporting a support case, please indicate the severity to us. Should we have to change the severity level we will reach agreement with you before doing so. Please familiarize yourself with the severity description so that you understand the associated response times and expectations.

Remote Support Checklist

If remote access is requested for Software or Hardware support, you will need:

  • An account with administrative rights
  • Internet access to utilize Citrix GoToAssist
  • VPN information

Creating a Support Case

Appliance Maintenance Customers are required to present a valid Serial Number covered with appliance maintenance services when opening a support case. The Serial Number determines your support entitlement.

Follow the directions below to assist you with creating a support case by phone or web.

  • Phone – this method is used for high severity cases.
  • Web – this method is best used for medium and low severity issues.

Creating a Support Case by Phone

When calling support, you’ll need your Serial Number (if you have a hardware issue).

Phone: To log a high severity case, you must contact Citrix Support via the phone. North America toll free:1 800 424 8749 or Find Citrix support worldwide to display a complete list of Citrix Technical Support contact numbers. Utilize the phone option by following the steps below:
  • Call your toll free phone number or the Citrix phone number for your regional support center
  • Select a language (if applicable)
  • Select Technical Support
  • Select the option for “Hardware Serial Number” or “Existing Support Case”
  • Follow the instructions

Creating a Case by Web

Logging into My Support

Once logged into My Support, you can View and Update existing Support Cases, Create a New Case and view your Technical Support Entitlements.

  1. To access My Support, go to ‘’. On the main page, click (Sign In) on the top right of the page.
  2. Type in your My Account Sign In ID and Password to access your account.
Note: If you do not have a My Account Sign In ID, you may create a new one by clicking ‘ Create Citrix Account’.
  1. On your My Account Welcome page, you will see important messages displayed, as well as, links to various functions that you can perform

    Note: Refer to the My Account FAQ for additional information.

Viewing Cases

  1. To log a new Technical Support Case or view open Cases associated with your account, click Create/View Support Cases located under Support, Maintenance and Renewals.
  2. Click My Support. My Support enables you to open a Case, View cases, View entitlements, and more…
  3. In My Support, click the Existing Cases tab located at the top left of the page.
  4. Use the drop-down to filter which Cases are visible. You have the option of viewing all Cases associated with your account by status or filtering the view based on the contact that opened the case. Note: Use the Search box on the left to search for a specific Case.

Creating a Case

  1. To create a new Case, click Create Case. Note: It is also possible to create a case from an Entitlement.
  2. Specify the type of issue you are having by selecting “I have a Technical Issue” or “I have a Non-technical Issue”.
    • Note: Contact Technical Support for technical issues involving a Citrix product. Contact Customer Service for problems regarding licensing, account updates, general information, and any other non-technical issue.
  3. Fill in the “Enter a brief description of your issue” field. Based on the brief description of your issue, relevant articles will be suggested that might help resolve your problem.
  4. If an article is helpful in resolving your issue and you no longer wish to log a Case, click Yes, this resolved my problem. If you are unsure or would like to view more articles, select No, show me more articles.
  5. If the article was not helpful and you want to log a new Case, select No, I need to create a Case. A page will be displayed where you can specify which product you would like to log a Case for by inputting the product serial number/license number. Or select the radio button next to the Entitlement.
Note: You will be able to log a Case for all products you have an active Technical Support Entitlement for. If you believe that you are entitled to receive support and your product is not listed or you are having trouble logging your case, you may contact Customer Service or Technical Support using the links provided. Contact Customer Service for problems regarding licensing, account updates, general information, and any other non-technical issue. Contact Technical Support for technical issues involving a Citrix product.
  1. After entering the serial number/license number or selecting the entitlement, click Proceed to continue with creating the Case.
  2. Fill out the New Case page, providing as much information as possible about your request.

Note: Some fields such as Subject, Product Line will be prepopulated based on your previous selections. All required fields will be marked by a red bar next to the field name.

  1. If the Entitlement field is not pre-populated, you can use the lookup button to select the active Entitlement from which the Case will be created. Note: If you have an expired Entitlement or an Entitlement that is not listed, contact Customer Service.
  2. After all the information is complete, click Save.
  3. Citrix will contact you as soon as your case is assigned to a support professional.

Note: You will receive an automated email notification once your case has been created.

Viewing a Technical Support Entitlement

  1. To view all Technical Support Entitlements associated with your account, click the Entitlements/Product Authorizations tab.
  2. The Entitlements page displays all the Technical Support Entitlements associated with your account. Use the Next Page link to filter the Entitlements view. To learn more about all available Technical Support programs, visit the Support and Maintenance Programs web page.


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Check .NET Framework Version

Some ShareFile applications may require the latest version of the Microsoft .NET Framework to function properly. As ShareFile products continue to evolve and improve, .NET version requirements are subject to change.

For best performance, ShareFile always recommends using the latest version of the .NET Framework.

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How to link a Certification Manager account to a Citrix account

CTX130826 – How to link a Certification Manager account to a Citrix account

For additional support, please visit the Citrix Education Help website.

If you are experiencing technical issues with attempting to link your Certification Manager account to your My Account, please contact the Citrix Education team by creating a case on


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Amazon Alexa for ShareFile

First, sign into Amazon Alexa either on the mobile app or web app. Once the ShareFile Voice skill is added to your app, invoke the skill by saying “Open ShareFile”. Then, start asking Alexa questions about your account’s activity. Below is a list of sample questions you can ask to get started.

  • “ShareFile, How do my storage zones look?”
  • “ShareFile, Please generate an access report.”
  • “ShareFile, Send me an Upload report for today.”
  • “ShareFile, How many users do I have on my account?”

Note: The skill is only available for users with admin permissions. Please send any feedback to


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ShareFile eFileCabinet Integration

You can enable the integration from the upper right after you have signed into your e File Cabinet Online account. Enable the integration from the menu shown below. After clicking ShareFile, you may enter the login information associated with your account.

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Once enabled and successfully linked, you can manage files without compromising security, as well as share files using the ShareFile Email System from the Share drop-down menu.

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For more information on how to use e FileCabinet Online and the ShareFile integration, please refer to eFileCabinet documentation.


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Customer Managed Encryption Keys for Cloud Storage

Creating the KMS Key and Granting ShareFile Access

1. From the AWS Console, select “Identity & Access Management”

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2. Select Encryption Keys.

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3. Select Create Key. For improved performance, it is recommended to create the KMS key in a similar region as your ShareFile zone. For example: if using the US-West Citrix-managed StorageZone, create the KMS key in the US-West region.

4. Provide a Name/Description for the Key and assign any Administrators.

5. Under External Accounts, enter the ShareFile AWS Account Information. This allows ShareFile to access the key for the purposes of Encrypting and Decrypting files.

Note: Please contact ShareFile Customer Support to obtain the external account ID.

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6. Obtain the ARN of your encryption key and provide it to ShareFile. For example: provide the information in the following format:


Configure CloudTrail Logging

1. Click CloudTrail in the Console menu.

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2. Select Trails in the sidebar, then click Add New Trail and provide the appropriate Bucket name.

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Validating Key Operations

A. Test Disabling the KMS Key

  • Perform some test uploads and downloads to your Zone
  • From the AWS Console, select your key and choose Disable.
  • Wait a few minutes and then try to upload or download to your Zone once more. You should see the operations fail.
  • Re-enable the KMS key and verify that you can upload and download successfully.
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B. Test Revoking the ShareFile External Account

WARNING – Do not delete the Master Key on AWS, as that could permanently revoke access to ShareFile data encrypted with the Master Key.

  • Edit the KMS Key and browse to External Accounts
  • Select the “Remove” option to revoke ShareFile access to this key (save the value before deletion)
  • Wait a few minutes and then attempt to upload or download. You should see the operations fail.
  • Re-add the external account.
  • Wait a few minutes and then reattempt uploads or downloads. The operations should be successful.

C. Verify Activity via CloudTrail Logs

  • After performing some uploads and downloads, check CloudTrails activity. (may take ~10 minutes to populate)
  • Verify you can see Activity such as username, filename, and operation (Upload or Download).
  • Note – File Names that contain special characters or Unicode characters will appear as URL-encoded in the CloudTrail logs. To view the filename, you can use a URL decoder.
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RightSignature – Podio Integration




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To enable any or all of the Podio integrations, navigate to Account > Integrations > Podio (chose one of the three) > On > Grant Access. Access will only need to be granted for the first one selected – the other two can simply be turned On afterward.

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On the Add Signers page when sending a document, start to type the signer’s Name so contacts from Podio can populate and be selected.

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To send a Podio document go to Start Document > Send for Signature > Other Sources > Podio.

Documents are listed in reverse chronological order with the most recent at the top. Only the 20 most recent documents from Workspaces that you are an Admin member of will be listed. You can always search for and select older documents, as well as documents from Workspaces you are a Regular member of.

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Once a document is completed it will only be returned to RightSignature.


Archiving will send all completed documents from your user account to Podio.

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Once a document is completed in RightSignature, it will be located in Podio under your Tasks. The name will reflect the name of the file that was uploaded to RightSignature.

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You can click on the name to view more details and better organize it amongst your Tasks, for example by adding a Label. Clicking the hyperlinked file name will allow you to download the completed document from within Podio.

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