Common Questions Related to Billing

This article answers some common questions related to Billing matters.

Contents (click a link to skip to that section)


Invoice Billing Notification Sent on 2/21/17

If you are an Administrator user on a ShareFile account utilizing Invoice billing, you may have received an email from reply@sharefile.com about upcoming improvements to the Invoice billing experience.

Click here to view an article discussing those improvements in greater detail.

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NOTE: Fees for extra services or features, such as additional employee licenses, will be billed at the time of the order. You will initially be charged a prorated amount for the upgrade based on the number of days left until your regular billing date. Subsequently, you will be billed for all subscription charges on the normal billing date for your account. If you choose to cancel the extra features after your card has been billed for the month, you will not be reimbursed for the days you did not use the features. If you believe ShareFile has billed you incorrectly, you must contact ShareFile no later than 60 days after the closing date on the first billing statement in which the error or problem appeared, in order to receive an adjustment or credit. Inquiries should be directed via phone or email at sharefile.com/support

Modify a Billing Plan

ShareFile offers invoice billing to accounts on annual billing cycles. Monthly, quarterly and annual cycles are available.

To change your billing plan, access Admin Settings > Billing > Request Plan Changes (users that have not been updated to the New ShareFile can do so using the Admin link in the navigation bar, then selecting Edit Request Plan Changes in the sidebar.)

If you wish to switch to invoice billing, please contact ShareFile Support. Only employee users with the request plan changes permission can alter your billing plan.

View or Print Receipts and Billing Notifications

To view or print receipts or sign up for Billing Notifications, access Admin Settings > Billing > Receipts and Billing Notifications (users that have not been updated to the New ShareFile can do so using the Admin link in the navigation bar, then selecting View/Print Receipts in the sidebar.)

This link will only be available after your first billing and can only be accessed by employee users who have the “View Billing Receipts” and “Access Account-wide Reporting” permissions. This section will store all receipts for the entire length of your account.

There is an option to receive an email notification every time your account is billed and you can turn it on by selecting the checkbox for Send email notification when my account is billed. Select the checkbox and then click Add additional recipients to add a user that will receive Billing notifications.

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Bandwidth

Bandwidth is a measure of the total data transfer activity on an account. Every time a file is uploaded or downloaded using your ShareFile account, bandwidth is used. Bandwidth is recorded on your account for any downloads, both complete or incomplete. Uploads count toward your bandwidth if they have been completed. Bandwidth resets to zero on the first of every month. Bandwidth and Storage can be checked in the Admin section of your ShareFile account.

If you exceed your monthly bandwidth, you will be charged a small overage fee to cover the amount of bandwidth used. When you reach 80% of your bandwidth limit for the month, a notification email is sent to the billing contact on your account warning that you are approaching your bandwidth limit. Another notification is sent when you reach 100% of your account’s bandwidth limit. If you exceed your bandwidth limit for the month, your account will continue to function and employees/clients will still be able to upload/download files without interruption. At the end of the month, your bandwidth overage will be totaled and you will be charged a per megabyte usage fee. Please note that the fee is dependent on your plan level. You can also purchase additional bandwidth on your plan, which is more cost-effective than the overage fee. You can purchase additional gigabytes of bandwidth to your account by accessing Admin Settings > Billing > Request Plan Changes.

Related:

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How to Modify ShareFile Account Billing Cycle

ShareFile offers invoice billing to accounts on annual billing cycles. Monthly, quarterly and annual cycles are available.

To change your billing plan, access Admin Settings > Billing > Request Plan Changes (users that have not been updated to the New ShareFile can do so using the Admin link in the navigation bar, then selecting Edit Request Plan Changes in the sidebar.)

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If you wish to switch to invoice billing, please contact ShareFile Support. Only employee users with the request plan changes permission can alter your billing plan.

Related:

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ShareFile for Gmail User Guide

Article Contents
How To Add the Extension Share files Request Files Options
Troubleshooting Blank window when launching ShareFile for Gmail

How to Add or Enable the Extension

Click here to Add the ShareFile for Gmail Chrome Extension.

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Once you have added the extension to Chrome, you may access a ShareFile icon on your Chrome window.

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Open Gmail and compose a new email message. You should see a ShareFile icon in the message menu.

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Click the ShareFile icon shown above to login using your ShareFile account credentials.

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Share Files with the Gmail integration

To share files, click the ShareFile icon and select Share Files. Here, you can drag the files you wish to send to the ShareFile window. You can also use the Browse function to add files from your ShareFile account, or files located on your computer.

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Once you have uploaded or selected files, you can add more, remove some, or change message settings. Message Options are outlined below.

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Once you have finalized your files and settings, click Insert Link to insert the ShareFile link into the body of your email message.

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Request Files with the Gmail integration

To request a file, click the ShareFile icon and select Request Files.

Use the Edit button to adjust where you wish requested files to be uploaded. Use the Message Options button to adjust security and notification settings.

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When you click the Insert Link button, a secure link will be placed in your email. By default, the inserted link will be “Click here to upload files.”, with the Click here text configured as a hyperlink.

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Change Default Options

Click the ShareFile icon in the Chrome menu to access the Options menu.

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Share Options

Require recipients to: Enter name and email, sign in with ShareFile credentials, or allow anonymous access.

Notifications: Whether or not you wish to be emailed when files are downloaded.

Downloads: Number of downloads per recipient.


Request Options

Require recipients to: Enter name and email, sign in with ShareFile credentials, or allow anonymous access.

Notifications: Whether or not you wish to be emailed when files are uploaded.



ShareFile Account – The email you are currently signed into the plugin with, as well as the option to Log Out.

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Troubleshooting

Blank window when launching ShareFile for Gmail

When clicking the ShareFile icon while composing a new email message, the below blank window is displayed.

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This can be caused by the following:

  1. Ad-blocking extensions and applications preventing communication between Gmail and ShareFile – Please review your extension, add an exception for ShareFile, or disable the extension as necessary.
  2. Block 3rd Party Cookies – For this extension to function properly, you must allow 3rd Party Cookies in your Chrome browser. You can do so at Settings > Advanced > Content Settings > Cookies (Ensure Block third-party cookies is not enabled.)
  3. Domain restrictions on your network – Please consult your IT Administrator or someone with the ability to verify network settings.
  4. Other Chrome extensions interfering with the ShareFile extension – Please disable other Chrome extensions to identify which one is interfering with ShareFile for Gmail.

Additional Resources

CTX207689 – Install ShareFile Plugin for Microsoft Outlook for Windows

Related:

ShareFile / Files for Outlook – Emails are Stuck in the Outbox

Upload Large Files to ShareFile First

If you are attaching a file from your computer (Attach Files > From PC option), check the size of the file. Files sent via the Files for Outlook have to be uploaded before the message can leave the Outbox, so it can remain in the Outbox for a long time if the file is large.

If the file is big, try uploading the file to their account FIRST, and then return to Outlook and use the Attach Files > From Citrix option. This is the recommended workaround for sending large files, as it eliminates the upload time in the Outbox and avoids any potential problems along that path.

Try Resending As a New Email

Try and resend the message by creating a new email with a Files attachment.

Try Logging In Again

If there isn’t anything wrong with the file or the message, click the Options > Log Out from the toolbar and log in again. Retry sending the message.

In some instances, you may need to re-authenticate the username and password to do this. This is because files will sit in the Outbox if Files for Outlook can’t determine which account is trying to send it.

Multiple Profiles

Check if you are using multiple profiles in their Outlook app. Files for Outlook will send emails using the primary user profile. Citrix does not recommend using multiple profiles with Files for Outlook.

Try Disabling Add-ins and Plugins

Check the add-ins and plugins that you have installed and disable DocuSign as it can cause problems with messages sent via Files for Outlook. Other conflicting plugins can be found here.

Try Re-installing the App

If you have the permission to uninstall programs on the computer (not in a work environment where IT manages their computer apps), then try uninstalling and reinstalling the app.

Related:

ShareFile Sync for Windows Missing Icon Overlays

Before proceeding with this process, verify that the Sync application is running on your computer. If the application is not running, the icon overlays will not display.

If the Sync application is running and there are no icon overlays displayed, it is best to uninstall some of the programs that use icon overlays to restore icons to ShareFile.

The registry key where the icon overlay identifiers are in the Registry:

HKEY_LOCAL_MACHINESOFTWAREMicrosoftWindowsCurrentVersionExplorerShellIconOverlayIdentifiers

If the issue isn’t resolved by uninstalling other programs using icon overlays, try the following steps:

  1. Open Task Manager.

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  2. Right-click Windows Explorer and select Restart.

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  3. Open regedit.exe and navigate to HKEY_LOCAL_MACHINESOFTWAREMicrosoftWindowsCurrentVersionExplorerShellIconOverlayIdentifiers.

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NOTE: If ShareFile icon overlays are found after the 15th item from the top, then the ShareFile icon will not be shown.

  1. Rename the ShareFile icon items to start with numeric or several blank characters to bump up the priority.

NOTE: If a ShareFile key is NOT present in this section of the registry, you can import the key from another computer.

  1. Restart Windows Explorer.

If none of the steps above solve the issue, uninstall the applications that use overlays and repeat steps 1 through 5.

Related:

How to download and use the ShareFile Drive Mapper Tool

Download Drive Mapper

Drive Mapper can be downloaded from the Apps section of your ShareFile account, or the Citrix Downloads page.

For an MSI version of the Drive Mapper tool, please see the Citrix Downloads page.


Article Contents (click a link to skip to that section)

Encrypting File System

ShareFile data downloaded via Drive Mapper is cached to the local disk of the user’s computer. The persistence of this data will vary depending on usage and settings for cache handling. Drive Mapper will encrypt the data on the local disk by default, unless disabled via policy.

There are two methods which may be used to encrypt the cached files on disk. The default method is to use the built in Windows Encrypting File System (EFS). The below prompt will appear for customers that recently upgraded to v3.4.110.0 or later.

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If EFS is not available, Drive Mapper will use its own encryption method to protect the files and no action is required from the user end.


Note Regarding Drive Mapper and Antivirus Programs

Antivirus scans of the Drive Mapper file location can generate unwanted download notifications, depending on your notification settings. To avoid receiving a large amount of download notifications unexpectedly, ShareFile recommends adding the Drive Mapper app as an exception to your antivirus program.


Requirements

This app is available for Employee users. Client users cannot use this app.

The following environments are supported:

  • Windows 10 (x86 and x64)
  • Windows 8.1 (x86 and x64)
  • Windows 7 SP1 (x86 and x64)
  • XenDesktop 7.6
  • XenDesktop 7.7
  • XenDesktop 7.8 (requires v3.1.124.0 or later)
  • XenApp 6.5 (requires v3.1.124.0 or later)
  • XenApp 7.6
  • XenApp 7.7
  • XenApp 7.8
  • Citrix Profile Management 5.x
  • Windows Server 2008R2
  • Windows Server 2012R2
  • Windows Server 2016

Install Drive Mapper

Once you have downloaded the installation file from the Apps section of your account, run the installation file ad complete setup. Once installed, you will be prompted to enter your ShareFile account credentials.

Once Drive Mapper has been installed, you may select it from your Programs list in the Start Menu, as well as view it from the “Computer” section of your Windows Explorer window.

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Drive Letter and Cache Settings

You may customize the Drive Letter and Cache within the Settings menu. Access this menu by right-clicking the ShareFile icon in your task tray or accessing Drive Mapper from the Programs menu. A low cache setting may impact your ability to work on certain file types.

ShareFile data downloaded via Drive Mapper is cached to the local disk of the user’s computer. The persistence of this data will vary depending on usage and settings for cache handling. Drive Mapper will encrypt the data on the local disk by default, unless disabled via policy.

There are two methods which may be used to encrypt the cached files on disk.

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Single FolderMounting

You are able to map a single accountsubdirectory to the ShareFile data location using Group Policy Setting.

Policy Name : Account Subdirectory

Location In Group Policy Editor : UserConfigurationPoliciesAdministrative TemplatesShareFileDrive Mapper


Right-Click Menu – Share a File

You may share files from within the Drive Mapper location. To do so, right-click a file and access the Drive Mapper options. Choose how you wish to share your file. Generate a link to copy and paste where you see fit, or choose the ShareFile Email system to automatically generate an email message containing a link to your file and a brief description of the file being sent. You can customize the default expiration policy for shared items in the Settings menu. Note: If configured, Administrator settings will override your local expiration policy settings.

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Check In Check Out

This feature requires Drive Mapper v3.4.110.0 or later.

Right-click on a file to view the Check Out option.

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Once files are checked out, they will be denoted by the orange check out icon. To view the status of a file or check in a file, right-click it and access the appropriate option.

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Access Personal Cloud and Office 365 Connectors

This feature requires version 3.5 or later. Note: Files and folders cannot be moved within Personal Cloud Connectors.

In order to access Personal Cloud or Office 365 locations from within your Drive Mapper app, the Connectors must first be created. Click here for information on how to create these Connectors.

Once your Connectors have been created and authenticated, you can view the locations from within the Drive Mapper file directory, as shown below.

(Note: You can unlink Personal Cloud Connectors by right-clicking the connector folder and choosing the Unlink option.)

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Access Restricted Zones, Network Shares, or SharePoint

When attempting to access one of the above, you will be prompted to enter your credentials.

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Moving files within Network Shares and SharePoint Connector locations is supported on v3.4.110.0 or later.

Switch Account

To sign into a different ShareFile account, access the Account tab of the settings menu, and click Logoff.

Exclude File Types from Drive Mapper

ShareFile automatically prevents the following file types from being synced: .pst.

To add or remove a file type on the exclusion list, navigate to Program FilesCitrixShareFileDrive MapperShareFileDriveMapper.exe.config and edit the file with Notepad.

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Drive Mapper and Archiving Accounts

Archiving accounts cannot rename files or folders.

Because of this, accounts with Archiving enabled are currently not be able to use the “Create New Folder” button to create new folders in the Windows Explorer window, since this function will first “create” a new folder with the default New Folder folder name, then attempt to “rename” the newly created folder.


Troubleshooting – Submit Logs

You can submit logs to ShareFile Support from the About tab of the settings menu. Please enter a detailed description of your problem when submitting logs.

Adding a Folder in “Shared Folders”

Adding a folder directly to the root within “Shared Folders” is not supported in Drive Mapper. If you need to add a new root level folder, you will need to login to the web application to add the folder and it will display in Drive Mapper.

The error messaging you will see if you attempt to do this is –

Destination Folder Access Denied –

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And then – Location is not available –

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Available Localization

English, German, French, Spanish, Russian, Dutch, Portuguese, Japanese, Korean and Simplified Chinese.

Related:

How to customize the Outlook Plugin

Article Contents



Options

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Login Information – The email and subdomain associated with your account is located at the top of the menu.

Help – Click the Help link to access troubleshooting settings and terms.

Log Out – Sign out of the current user profile.



General

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Attachments – Set a default attachment setting. Convert all attachments to ShareFile, convert attachments of a specific size to ShareFile, or only convert attachments when chosen.

Icon – Enable this setting if you want a ShareFile icon to appear beside the Paper Clip icon in your recipient’s Inbox, so they know a ShareFile attachment is included.

Expiration Policy – Configure a default expiration setting. Attachments sent via the Outlook Plugin are stored in your File Box temporarily for the duration of this period. All messages sent with the Outlook Plugin will obey this setting, unless Use Custom Settings is used on an individual message.



Attaching Files

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These settings apply when using the Share Files From PC or From ShareFile options.

Enter a name and email address – Useful for tracking access when sending files to users that do not have access to your ShareFile account.

Sign In – Require your recipient to sign in to their ShareFile account before accessing the file(s). Only users with email addresses in the To, Cc, or Bcc fields will be able to log in and access the sent files. If users have not previously logged in to your ShareFile account, they will automatically be sent an activation link in a separate email. They will need to first activate their ShareFile account before being able to access the files sent through the link in the original email.

Neither – Allow Anonymous Access – Do not require recipients to sign in. They will be able to access and download the file immediately. If you elect to be notified of download activity, you will receive alerts that “Anonymous” has downloaded files. In Reports, Anonymous users are designated as “noreply@sf-notifications.com”.

Notifications – Be notified via email (in real-time) when files are downloaded.

Downloads per user – You can limit the number of times individual recipients can successfully click on the link and download the sent files. If you allow anonymous access, the total number of downloads (regardless of user) will be limited to this number.



Requesting Files

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These settings apply when using the Request Filesoption.

Enter a name and email address – Useful for tracking access when requesting files from users that do not have access to your ShareFile account.

Sign In – Require your recipient to sign in to their ShareFile account before uploading the file(s). Only users with email addresses in the To, Cc, or Bcc fields will be able to log in upload. If users have not previously logged in to your ShareFile account, they will automatically be sent an activation link in a separate email. They will need to first activate their ShareFile account before being able to upload.

Neither – Allow Anonymous Access – Do not require recipients to sign in. They will be able to upload files immediately. If you elect to be notified of upload activity, you will receive alerts that “Anonymous” has uploaded files. In Reports, Anonymous users are designated as “noreply@sf-notifications.com”.

Notifications – Be notified via email (in real-time) when files are uploaded.

Upload Location – By default, uploaded files will be stored in your File Box. You may change this location to any folder where you have Upload permissions.



Encrypted Email

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Enter a Name and Email Address – Your recipient must enter their information before accessing the encrypted email. Useful for tracking access when sending files to users that do not have access to your ShareFile account.

Sign In – Your recipient must sign in with their ShareFile credentials prior to viewing the encrypted email.

Notifications – Be notified when the encrypted email has been viewed by your recipient.

Expiration Policy – Configure a default expiration setting. All messages sent with the Outlook Plugin will obey this setting, unless Use Custom Settings is used on an individual message.

When making changes to your settings, please remember to click Apply, then OK when you are finished.



Inserting Links

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Banner – The plugin will insert a box at the top of the email with the link to download the file.

Link Text – The plugin will insert a text link into the email when sharing or requesting files. The text inserted can be customized. The text surrounded by the pound (#) signs will be converted to a clickable link.

Default Link Language – The following languages are currently supported: English, French, German, Spanish, Japanese, Korean, Simplified Chinese, Russian, Dutch and Portuguese.



Changing Options for Individual Emails

Settings chosen in the Plug-in Options section are the default settings used when composing new emails. These settings can be changed for individual emails sent. To do so, when composing a new email message click the drop-down menu next to the desired option and select Use Custom Settings

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Set Plugin Defaults for Users

An Administrator user can set Outlook plugin defaults. Important: Modifying these settings will apply all changes to all employee users on your account.

To set plugin defaults via the ShareFile web app, navigate to Admin Settings > Advanced Preferences > Enable ShareFile Tools.

At the Power Tools menu, locate Outlook Plugin in the list and click Configure Plugin.

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Use this menu to configure and apply default settings to your Outlook plugin. Don’t forget to Save your changes!

Set as Default

Click this checkbox in order to configure default settings for all users on your account. You may configure all settings already discussed elsewhere in this article.

Prevent User Changes

Click this checkbox in order to prevent your users from making changes to their individual plugin settings.

Related:

ShareFile How to bring functionality to your Gmail account

Article Contents
How To Add the Extension Share files Request Files Options
Troubleshooting Blank window when launching ShareFile for Gmail

How to Add or Enable the Extension

Click here to Add the ShareFile for Gmail Chrome Extension.

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Once you have added the extension to Chrome, you may access a ShareFile icon on your Chrome window.

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Open Gmail and compose a new email message. You should see a ShareFile icon in the message menu.

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Click the ShareFile icon shown above to login using your ShareFile account credentials.

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Share Files with the Gmail integration

To share files, click the ShareFile icon and select Share Files. Here, you can drag the files you wish to send to the ShareFile window. You can also use the Browse function to add files from your ShareFile account, or files located on your computer.

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Once you have uploaded or selected files, you can add more, remove some, or change message settings. Message Options are outlined below.

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Once you have finalized your files and settings, click Insert Link to insert the ShareFile link into the body of your email message.

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Request Files with the Gmail integration

To request a file, click the ShareFile icon and select Request Files.

Use the Edit button to adjust where you wish requested files to be uploaded. Use the Message Options button to adjust security and notification settings.

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When you click the Insert Link button, a secure link will be placed in your email. By default, the inserted link will be “Click here to upload files.”, with the Click here text configured as a hyperlink.

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Change Default Options

Click the ShareFile icon in the Chrome menu to access the Options menu.

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Share Options

Require recipients to: Enter name and email, sign in with ShareFile credentials, or allow anonymous access.

Notifications: Whether or not you wish to be emailed when files are downloaded.

Downloads: Number of downloads per recipient.


Request Options

Require recipients to: Enter name and email, sign in with ShareFile credentials, or allow anonymous access.

Notifications: Whether or not you wish to be emailed when files are uploaded.



ShareFile Account – The email you are currently signed into the plugin with, as well as the option to Log Out.

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Troubleshooting

Blank window when launching ShareFile for Gmail

When clicking the ShareFile icon while composing a new email message, the below blank window is displayed.

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This can be caused by the following:

  1. Ad-blocking extensions and applications preventing communication between Gmail and ShareFile – Please review your extension, add an exception for ShareFile, or disable the extension as necessary.
  2. Block 3rd Party Cookies – For this extension to function properly, you must allow 3rd Party Cookies in your Chrome browser. You can do so at Settings > Advanced > Content Settings > Cookies (Ensure Block third-party cookies is not enabled.)
  3. Domain restrictions on your network – Please consult your IT Administrator or someone with the ability to verify network settings.
  4. Other Chrome extensions interfering with the ShareFile extension – Please disable other Chrome extensions to identify which one is interfering with ShareFile for Gmail.

Additional Resources

CTX207689 – Install ShareFile Plugin for Microsoft Outlook for Windows

Related:

Install and Use Citrix Files for Mac (Beta)

Install

Download the installer DMG. Open the installer package and follow the prompts to install Citrix Files. You will be required to provide an administrator password to complete the installation.

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After installation, a volume named “Citrix Files” will appear. You may access this volume by clicking on the ShareFile menu bar item and then clicking the folder icon. It will also appear in the Favorites sidebar in Finder windows. This volume displays all of the files and folders from your ShareFile account.

Sign in

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When starting the ShareFile Desktop app for the first time, you are prompted to sign in with your ShareFile Credentials.

Basic Operations

Citrix Files allows you to manage the files in your ShareFile account the same way that you would manage files normally through Finder.

Operation Description
Open and Edit

Double click on a file in the Citrix Files folder. Make any edits necessary and then save the changes.

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ShareFile uploads the edited file.

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Download

Drag and drop file(s) or folder(s) from the Citrix Files folder to another folder on your computer.

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You may also copy and paste files and folders.

Upload

Drag and drop file(s) or folder(s) from the Citrix Files folder to another folder on your computer.

You may also copy and paste files and folders.

Delete Right click on a file or folder and select Move to Trash.

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You may also drag files and folders to the trash.
Move

Drag and drop file(s) or folder(s) from one location in the Citrix Files folder to another.

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New Folder Create a new folder in Citrix Files folder.

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Icon Overlays

Files and Folders will have an icon overlay representing the status of that item. The following defines what each icon overlay represents:


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Right Click Menu


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When you right click on a file or folder within Citrix Files, you will see some additional options. These options give you access to the functions available in ShareFile for these items. Options will vary based on the types of files or folders you have selected, permissions, and account settings.

Operation Available For Description
Share Files and Folders Copy Link – Copies a ShareFile download link. Link settings will be determined by the Share options in your Preferences.

Email with ShareFile – Send a download link through email. Email options may be customized before sending, or by modifying default options in your Preferences.

Email with mail app – Opens the Mail app in Mac OS. A new message is generated that contains a ShareFile download link

Initiate Approval – (For a single file only) Initiate an approval workflow on a file
Request Files Single Folder Copy Link – Copies a ShareFile upload link. Link settings will be determined by the Share options in your Preferences.

Email with Citrix Files – Send a upload link through email. Email options may be customized before sending, or by modifying default options in your Preferences.

Email with mail app – Opens the Mail app in Mac OS. A new message is generated that contains a ShareFile upload link
Check Out Single File Check Out a file to prevent other users from making changes
View Details Single File or Folder View detailed information for a file or folder. The details window provides access to multiple file versions, notes, or checkout details
Refresh Contents Single Folder Folder contents should update automatically as changes are made, but you may refresh contents manually using this function

Additional actions are available under More Options.

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Operation Available For Description
Download Files and Folders For file(s) and folder(s), download allows you to download file(s) or folder(s) to a specific location on your computer.

Note: For improved performance, use this option for large file downloads or downloading a large number of items. These downloads are optimized for bulk operations and do not store data in the cache.
Upload Single Folder Right click on a folder and upload allows you to upload files and folders from a specific location on your computer.

Note: For improved performance, use this option for large file uploads or uploading a large number of items These downloads are optimized for bulk operations and do not store data in the cache.
Manage Permissions Single Folder Add users to a folder, modify folder permissions, and copy folder permissions from one user to another.
Add to Favorites Single File or Single Folder Adds the file or folder to the Favorites folder.
Preview Single File Stream a video file without downloading it (Available for .mp4, .ogg, .ogv, and .webm file types).


Menu Bar Icon

This icon displays the current status of Citrix Files. A spinner over the icon indicates activity.

Uploads in progress or edits that are being saved back to ShareFile will be indicated by a spinner. You will also see a spinner when navigating to a folder. The spinner indicates that the contents of a folder are being fetched and should appear after the spinner disappears.


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Dashboard

Clicking on the menu bar icon will open the dashboard.

Recent Files – Files that have been uploaded or edited will appear in the list of recent files. Double click on a file to open it.

Workflow button – Open up a window containing Workflows where you can view

Open Citrix Files Folder – Opens the Citrix Files location in Finder

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Overflow Menu

This provides access to Preferences, Send Feedback, Help Launch Website, and Quit.


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Provide a rating for the app and leave detailed comments.

Help – Provides links to support and legal resources. This menu also allows you to report a technical problem with the app to the development team.

Launch Website – Opens the ShareFile website.

Quit – Quits the App.

Preferences – Opens the Preferences for the App.

Preferences

Preference

Description

Account

Log out – Logs you out of your account. Cached files are deleted

App Settings

Cache – Hover over the ? for details and cache usage

Clear Cache – This removes ached files

Reset App settings – Removes folder structure archive and cached files. Doing this will quit and relaunch ShareFile for Mac to please save any work before resetting

Uninstall – This uninstalls the application. Administrator permissions are required.

Share Options

Notifications – Set default notifications that are applied when sharing

Security – Set defauly security options that are applied when sharing

Open and Edit

Open and Edit has been tested with the following applications:

  • Adobe Acrobat Reader DC
  • Adobe Photoshop
  • Keynote
  • Numbers
  • Microsoft Excel 2008, 2011, 2016, 2017
  • Microsoft PowerPoint 2008, 2011, 2016, 2017
  • Microsoft Word 2008, 2011, 2016, 2017
  • Pages
  • Preview
  • Sketch
  • TextEdit

Other applications will be tested and fully supported during the course of the Beta program. Please report any issues you experience with open and edit.

Users are welcome to use ShareFile for Mac with any application, however when using applications that are not listed above, we recommend saving local copies before uploading to ShareFile until compatibility has been tested.

Feature Issue Workaround
Installation

Users installing for the first time on OS X 10.13 (High Sierra) will need to allow the kernel extension to load.

  1. Click Open System Preferences.
  2. Click Allow.

The app will finish launching automatically.

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Finder Folder names that contain an umlaut or an acute accent mark may appear twice in Finder.

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    None.

    Finder Some files may not display as expected in a folder. Right click on the context menu and select to refresh. If the folder content still appears incorrect there may be a problem with the folder structure archive. Open Preferences and select “Reset App Settings”.
    Finder

    Copying and pasting content from one folder in ShareFile to another folder in ShareFile may be slow.
    Perform the copy operation from ShareFile WebApp.

      Finder

      Quick look (preview) for files does not work unless the file has been opened previously.
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      Open & Edit/Upload

      Uploads may fail for various reasons such as:

      • Network connectivity is down.
      • Permission to upload an item has been revoked.
      • Connection to ShareFile is lost.
      • If internet connectivity is lost, uploads will be retried automatically when connectivity is restored.
      • If an upload cannot be completed, it is moved to the recovery folder to prevent data loss. Click on the notification in the recovery folder.
      Upload

      Warning – The document … is on a volume that does not support permanent storage.

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      It is safe to ignore this message. Apple has a built in versioning system that is available on volumes with the Mac OS Extended (HFS+) file system. ShareFile for Mac mounts your ShareFile account as a volume that does not use this file system format and may trigger this message when closing applications. Versioning on documents is available with ShareFile’s own versioning option. To access other versions of a document, you may right click on a file in the ShareFile volume and select view details.

      Dismiss the warning message, and check “Do not show this message again” if desired.

      Upload Files that are embedded packages (.app, .pkg, .band, etc.) do not upload properly and may cause folders performance issues after upload. Compress these files to a .zip and upload the zip.

      Upload Opening a compressed zip file (or other file archive) within the ShareFile drive will fail if the compressed file contains folders. Upload the files and folders without compression.

      Citrix Files gives you access to the files on your ShareFile account by making them available as a storage drive (like an SD card or a thumb drive). This drive needs to mount itself into your Mac’s file system before files can be accessed from ShareFile. If the Citrix Files app experiences an issue with mounting, the app menu bar icon will show a warning symbol. You will need to ensure the drive mounts properly before you may use Citrix Files.

      Reconnect the Drive

      1. Click the Citrix Files menu bar icon.
      2. Click Reconnect.
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      Relaunch the App

      You may need to relaunch Citrix Files app in case the app experiences an issue with mounting.

      1. Close any files that may be open in Citrix Files (Ex: You have opened a Word document in Citrix Files).
      2. Click on the Citrix Files menu bar icon.
      3. Click on (…).
      4. Select Quit.
      5. Open Citrix Files app in your Applications folder.


      Reinstall Citrix Files

      Citrix Files installs a kernel extension or kext to mount the drive.

      1. Click the Citrix Files menu bar icon.
      2. Click on (…).
      3. Select Preferences.
      4. Click Uninstall and Confirm.
      5. Download and install Citrix Files again.

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