How to Reset ShareFile Password

Article topics:

Reset Forgot Password

If you have forgotten your ShareFile account password, you can reset it from your ShareFile account login screen.

Important: ShareFile password reset uses the reCAPTCHA tool for verification. reCAPTCHA is not supported by Microsoft Edge. See ShareFile No Password Reset in Microsoft Edge for more information.

  1. Navigate to your login screen and click the Forgot password? link below the login button.
  2. Verify your identity.
  3. Complete the reCAPTCHA tool.

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  4. Click send.
  5. The ShareFile system will send you an email that contains a link to reset your password. This link will expire after 15 minutes. Each time you send a password reset, the previous reset link will expire.
  6. Enter a new password.

Note:

If you come across error “You Do Not Have Permission to Change Password for the Below Account(s)”, refer article CTX239979 –ShareFile Error: “You Do Not Have Permission to Change Password for the Below Account(s)”

Change Your Password

  1. Log in to your ShareFile account and click Settings > Personal Settings > Edit Profile
  2. Under Change Password, enter your old password prior to creating a new one.
  3. Click Save.

Can’t Change Password

You may only modify your password if you have been granted access to do so. If you cannot change your password, please contact the administrator on your account.

ShareFile Password Requirements

By default, a ShareFile password must contain:

  • A minimum of 8 characters
  • 1 upper case letter
  • 1 lower case letter
  • 1 number
  • No more than 50 characters

These requirements cannot be modified.

Additional Password Requirements

The Administrator user of your ShareFile account may change the password requirements for the ShareFile account at their own discretion. To do so, navigate to the Admin section of your ShareFile account and click Password Policy in the sidebar. Any changes made will go into effect the next time a user changes his or her password. When a password’s expiration time is met, users will be prompted to change their password the next time they log in to ShareFile.

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ShareFile Outlook Plugin is Gray or Does Not Work

To resolve this issue, follow the steps:

1. Click on the Outbox link in the Outlook sidebar. If there are any emails in the Outbox, please delete them or save them as drafts.

2. Click the Windows Start button and search for “%APPDATA%”.

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3. Press the enter key when the Roaming folder displays in the list, or click it.

4. Click into ShareFile, then Outlook. Alternatively, navigate to the following file path: C:Users(Insert Your Windows Username Here)AppDataRoamingShareFileOutlook

5. Delete all folders with “Temp” in the name.

6. Delete the “config” file.

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7. After deleting those files, please restart Microsoft Outlook and re-enter ShareFile credentials and settings when prompted.

  • If you are not prompted to re-enter your credentials during the Outlook startup process, click the ShareFile button in the ribbon to launch the authentication prompt.

8. After you have finished reauthenticating the plugin, please try composing a new email with a ShareFile attachment and attempt to resend it.

If you have completed steps 1-8 and the issue persists, contact ShareFile Customer Support.

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ShareFile Two-Step Verification

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

Enabling Two-Step Verification

Two-Step Verification settings are managed at Personal Settings > Personal Security > Two Step Verification.

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You are prompted to enter your country as well as the phone number you would like ShareFile to send an SMS or voice message to. You do not need to enter your country code,. You can choose to receive either a text (SMS) message or a voice call to your provided phone number.

Pressing Send will send a code via the selected method to the provided number. Enter the code on the next screen in order to complete the setup of two-step verification. You are given the option to trust the computer you are currently using. Use this if you do not want to be prompted for another verification code when using this computer and browser in the future. The option to trust the computer can be disabled by the ShareFile Administrator for Client Users.

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Can I force my users to use Two-Step Verification?

ShareFile Administrators can set policies as follows to require user enrollment for Two-Step Verification:

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Require Two-Step Verification will require that the user group (Client Users as shown in the example above) enroll and opt in for Two-Step Verification. When enabled, the setting will be enabled for all Employee Users or Client Users or both. For new users, the activation process will require that the user enter a phone number that is enabled for text message (SMS) or voice. For example:

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For existing users, the user is prompted to enter the phone number that is enabled for text message (SMS) or voice on the next login from the Web App, client tools like Citrix Files for Windows, or mobile app like Citrix Files for iOS. See the Web App example:

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Two-Step Verification for ShareFile apps

Once enabled, the most popular ShareFile apps follow the same two-step verification process as the ShareFile website. These apps include:

  • ShareFile Sync for Windows
  • ShareFile Sync for Mac
  • Citrix Files for Windows
  • Citrix Files for Mac
  • Citrix Files for Outlook (formerly ShareFile Outlook Plugin)
  • Citrix Files for iOS
  • Citrix Files for Android

Citrix Files for Outlook users may need to re-link their plugin after enabling Two-Step Verification.

Set application-specific password for other apps

Some other applications that run outside a browser are not compatible with Two-Step Verification, and you will need to create a separate password. When logging in, please enter this password instead of your regular password. After enabling Two-Step Verification, your typical ShareFile password will no longer be accepted by these apps. These apps include:

  • FTP
  • User Management Tool – the app specific password is only supported when using the UMT UI and is not supported when using scheduled tasks.

You can access creation of application passwords under Application Specific Passwords, using the Create a Password button. On the new screen, you will be prompted to enter a label. This label will help you identify the app if you ever desire to revoke access to it. After clicking Generate, click the Copy button to copy the app-specific password to your clipboard. Next, Paste the new password into the password field of your app.

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Revoking an application specific password

To view or revoke application specific passwords you have previously created, click the Manage Apps link in the Application Specific Passwords section.. On the My Connections page under Connected Apps you will see a list of labels you created for these application specific passwords, as well as when the password was last used. On this page, you can choose to revoke any previously created application specific password by clicking the Revoke link on the line with that password’s label. Any device using that password will have to be reauthenticated with a new password, and the password will no longer show up on this list.



ShareFile Apps that do not support Two-Step Verification

Please note that the following apps do not support the Two-Step Verification feature. If Two-Step Verification is enabled for your user, you will not able to use these apps.

  • ShareFile Desktop Sync for Windows (Adobe AIR)
  • ShareFile Desktop Sync for Mac (Adobe AIR)
  • Enterprise Sync Manager (Adobe AIR)



Backup codes

ShareFile allows you to generate a set of backup codes that can be used in the event that you will be unable to access your phone. Generate these codes using the Generate Backup Codes button. These codes may each be used only once. They will become invalid when a new set of codes is generated using this button.

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Disabling Two-Step Verification

If Two-Step Verification policies are not set for the user group you belong to, you can disable the feature using the Disable button at the bottom of the page. You will need to reenter your password to verify.

You can disable this feature for all users on your ShareFile account at Admin Settings > Security > Login & Security Policy > Two Step.

If the Two-Step Verification policy for the user group was set, the Disable button will not be shown to the user group.

Login with Two-Step Verification

After you have set up your Two-Step Verification, you will be prompted for your verification code after logging in to ShareFile on a computer you have not opted to trust. You must enter the code you have received most recently in order to proceed to your ShareFile account. If you do not receive the code, you can select I didn’t receive a code for more options. If you are still unable to get in to your ShareFile account, please contact your ShareFile administrator.

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NOTE: When Enable “trust this device” for Clients Users is set to no, the trust option checkbox is not visible for Client Users as shown here.
If you have generated backup codes prior from the following:

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You will see an additional option for the verification code:

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FAQ

  1. What backup capabilities are available for users in case they don’t have the phone registered for Two-Step Verification?

Users have the following choices for backup:

  • Using Authenticator App – users can configure supported Authenticator app like Microsoft or Google by following the instructions under Personal Settings-> Personal Security -> Two Step Verification.
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  • Using Backup Codes as shown prior
  • Enter a Backup Phone (Voice for example if you use SMS / Text previously)
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  1. What is the expiration time frame for the text / SMS or voice based passcode?
The text / SMS or voice based passcode will expire in 2 minutes
  1. Can I disable Text / SMS / Voice option for Two-Step Verification if I have setup an Authenticator app?
At this time, the authenticator app support serves as a backup where the phone is the primary option. We are validating the right set of capabilities to enable authenticator app as the primary option with phone as a backup.

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ShareFile Data Migration Tool

Best Practices

  • Because files in use are not uploaded during the migration, ShareFile recommends using the Migration Tool during off hours in order to minimize interference with your users.
  • For optimum performance, ShareFile recommends using the Migration Tool outside of US EST business hours.
  • Avoid wireless connections when possible.
  • The tool has been successfully tested for up to 3TB of data. If you have additional data to migrate, we suggest you break it up to be at or below 3TBs.

Multiple Transfer Options:

Data Only

Data and Permissions Mapped to Personal Folders

Data and Permissions Mapped to Shared Folders


Other links within this article:

Permissions Mapping

Manage Transfer

Uninstall

Migration Logs

Limitations

Max Transfers Handled


Installation

Click here to download the SFMT installation file.

Once downloaded, run the installation file to begin setup. If you do not have .NET Framework 4.6.2 or later installed on your machine, it will be installed for you. Once installed, a shortcut will be added to your desktop. You may also launch the app from the Start menu. For best results, ShareFile recommends installing the migration tool on the server or computer where your data currently resides.

Note: By default, this app installs to C:Program FilesCitrixShareFile

If you want to change the install location , click on “Options” button and specify the location.


AutoUpdate

When you launch the migration tool, it will automatically check for updates and prompt you to install when one is available. ShareFile recommends updating to the latest version.

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Sign In to the Migration Tool

When launching the Migration Tool, you will be prompted to sign into your ShareFile account. Sign in to the account where you wish to upload files.

Auto Login Support – Once SignedIn the account details are encrypted and stored in app_settings.cfg file. This is done in order to avoid requesting of “Sign In” when app is launched next times. Admin can any time SignOut or delete this file to login using new sf account details. “app_settings.cfg” file is present in “USERNAMEAppDataRoamingCitrixShareFileMigration Tool”

Note : There are also unique files created containing migration details for each unique users signed in. These files are present in “USERNAMEAppDataRoamingCitrixShareFileMigration Tool”

Eg. Logged in using account “admin1@sharefile.com” and initiated migration and scheduled transfers. Now logged out and signed in using account “admin2@sharefile.com” and initiated migration. We would maintain two unique files containing the migration details. So if the user logs in back using the same account , the details are maintained. And these files are encrypted. No one can view the details.

Once Logged in , Admin would be provided with “Home Screen”

From the Home view, you can begin a new transfer, view your migration queue, and manage your scheduled migrations and provide feedback.

Users are also provided links to view

  1. Privacy Policy
  2. End User Agreement
  3. Term of Use
  4. Support Page


User would also be able to Send feedback or report problem using “Send Feedback” and “Report Issue” link.


Migration Menu

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New Transfer – Initiate a new transfer

Manage Transfer – View transfer details ( In progress / Waiting / Completed / Cancelled )

Manage Schedules – View the schedulers created for migration

New Transfer

Admin would be able to initiate transfer using this option.

Transfer Selection View :

Note: Login using SF Admin account to transfer data along with ownership and permission.

If login using SF non Admin account, only data can be migrated not the ownership / permission

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Transfer Type – ( Data Only )

Option used to migrate only data from source to ShareFile.

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  • Select directory to transfer : Use the browse button to select the source folder that you wish to migrate to ShareFile.
  • Choose destination : Select the upload destination folder within your ShareFile account.
  • Configure transfer options :
    • Schedule Transfer – Allows you to schedule the migration in specific time frame. Enable the option and select the scheduler.
    • Create a root folder to contain the transferred folders -This will create a folder on the root level and migrate all folders from this transfer inside of it
    • Don’t upload files with more recent modified time on ShareFile – Enabling this option would not upload files when most recent file is present in destination folder selected in ShareFile.

Once all option are selected and clicked on Continue button, you will be provided with Pre Migration view

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Pre-Migration View

1) Migration type – Specifies the type of transfer selected by the Admin

2) Source – Specifies the location from where the data is being migrated

3) Destination – Specifies the location to which the data is being migrated to

4) Total number of files – Count of files being migrated

5) Total Size – Total size being migrated

6) Expected Time – Approx. time that would be taken for the migration

7) File Types Excluded – Displays list of file type
s excluded. “Exclude” link provided to exclude any files from migration. Below view would be presented when clicked on same.

  • User can unselect the file types which needs to be excluded as part of migration.
  • Once un-checked the file types to be excluded , Click on Next Button.

If “Limit Transfer to certain file types” option is enabled – Below screen would be displayed.

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8) Items Unable to Transfer – Displayed files/folders which are inaccessible and would not be migrated. If there are any files /folders which are inaccessible then link to Review the same would be provided. Below view would be provided clicking on same.

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Files and Folders would be inaccessible if the user who is currently logged in does not have required permissions or if files are being currently used by other applications. Resolve the permission issue or close any application using the files and proceed with migration.

Note – Files/Folders which are inaccessible would not be migrated. You can still click on Transfer Files to proceed with the migration even when there are inaccessible files/folders.

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  1. Select a directory to transfer: Use the browse button to select the source folder that you wish to migrate to ShareFile
  2. Configure folder permission options:
    • Folder ownership only – Migrates only the folder ownership. Files and Folder would be migrated to the user’s Personal Folder who own the folders being migrated
    • Folder ownership and access permissions – Migrates folder ownership along with the permissions. Files and Folder would be migrated to the user’s Personal Folder who owns the folders being migrated. Users that have permission to this folder would see the folder in Shared Folders.
    • Create folders for users who haven’t logged in yet – If there are users whose account is created in ShareFile, but they have not logged in yet to create their Personal Folder, data cannot be migrated without this setting. Enabling this option will activate the account and migrate the data. Once the migration is complete, a password reset email will be sent to the user.
  3. Configure transfer options:
    • Schedule transfer – Allows you to schedule the migration in a specific time frame.
    • Create root folder for migration content named- Allows you to select the folder to which data+permission needs to be migrated. Unchecking the option would migrate the data to root of Personal Folders.
    • Don’t upload files with more recent modified time on ShareFile – Enabling this option would not upload files when most recent file is present in destination folder selected in ShareFile.

After all the configurations are done, click on Continue button.

User would be prompted with Connect to Active Directory

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User who has launched this application – If the current user logged in on the machine running the tool is domain user, then tool would automatically take those credentials to connect to that domain AD

Any other user – If user wants to connect to some other domain.

Note: It is recommended to run the tool on a machine which is connected to the domain from which the user’s details are being fetched for ownership and permissions migration.

Once all option are selected and clicked on Continue button, you will be provided with Pre Migration view

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  1. Migration type – Specifies the type of transfer selected by the Admin
  2. Source – Specifies the location from where the data is being migrated
  3. Total number of files – Count of files being migrated
  4. Total Size – Total size being migrated
  5. Expected Time – Approx. time that would be taken for the migration
  6. File Types Excluded – Displays list of file types excluded. “Exclude” link provided to exclude any files from migration.
  7. Items Unable to Transfer – Displayed files/folders which are inaccessible and would not be migrated. If there are any files /folders which are inaccessible then link to Review the same would be provided.



Review missing accounts and groups – If there are any accounts or groups not present in ShareFile , then user would be provided with “review missing accounts and groups” link. Clicking on same would provide view to provide alternate account or group details.

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If there are no accounts present in SF, file/folders would not be migrated. In order to avoid this, the Admin can edit the fields and proceed with migration.

Note: Group permissions would be done only if groups in SF are created using UMT. If groups are manually created in ShareFile, then permissions would not be migrated.

Permission migration files would be present in “USERNAMEAppDataRoamingCitrixShareFileMigration ToolPermission Data” folder.

If there are no conflicts then user would be provided with below view.

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Click on Transfer Files to start the Migration.

Transfer Type – (Data + Permissions – Mapped to Shared Folders):

  1. Select a directory to transfer: Use the browse button to select the source folder that you wish to migrate to ShareFile
  2. Configure folder permission options:
    • Folder ownership only – Migrates only the folder ownership. Files and Folder would be migrated to the admin’s Shared Folder and would be shared with the users who own a specific file/folder.
    • Folder ownership and access permissions – Migrates folder ownership along with the permissions. Files and Folder would be migrated to the admin’s Shared Folder and will be shared with the users who own specific files/folders and with users who have certain permissions on the folder.
  3. Configure transfer options:
    • Schedule transfer – Allows you to schedule the migration in a specific time frame.
    • Don’t upload files with more recent modified time on ShareFile – Enabling this option would not upload files when most recent file is present in destination folder selected in ShareFile.

After all the configurations are done, click on Continue button.

User would be prompted with Connect to Active Directory

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User who has launched this application – If the current user logged in on the machine running the tool is domain user, then tool would automatically take those credentials to connect to that domain AD

Any other user – If user wants to connect to some other domain.

Note: It is recommended to run the tool on a machine which is connected to the domain from which the user’s details are being fetched for ownership and permissions migration.

Once all option are selected and clicked on Continue button, you will be provided with Pre Migration view

  1. Migration type – Specifies the type of transfer selected by the Admin
  2. Source – Specifies the location from where the data is being migrated
  3. Total number of files – Count of files being migrated
  4. Total Size – Total size being migrated
  5. Expected Time – Approx. time that would be taken for the migration
  6. File Types Excluded – Displays list of file types excluded. “Exclude” link provided to exclude any files from migration.
  7. Items Unable to Transfer – Displayed files/folders which are inaccessible and would not be migrated. If there are any files /folders which are inaccessible then link to Review the same would be provided.

Permissions Mapping:

NTFS Permissions ShareFile Permissions
Download Upload Delete Admin
Full Control Yes Yes Yes Yes
Modify Yes Yes Yes No
Read and Execute Yes No No No
List folder contents Yes No No No
Read Yes No No No
Write Yes Yes No No
Special Permission
Traverse folder/ Execute Files Yes No No No
List folder / Read data Yes No No No
Read Attributes Yes No No No
Read extended attributes Yes No No No
Create files / Write data Yes Yes No No
Create folders / Append data Yes Yes No No
Write Attributes Yes No No No
Write extended attributes Yes No No No
Delete Subfolders and files Yes No Yes No
Delete Yes No Yes No
Read permissions Yes No No No
Change permissions Yes Yes Yes Yes
Take Ownership Yes Yes Yes Yes


Manage Transfer:

Admin would be able to view transfer details (Transfer which are “In Progress”,”Completed”, “Pending” and “Cancelled”)

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Transfer Status:

  1. Running: When clicked on “View” link across the job, below screen would be displayed.

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Admin would be provided with transfer progress view. Admin can pause or cancel the transfer from this view.

  1. Pending – when clicked on “View” link across the job, below screen would be displayed.

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Admin would be provided with transfer details. If the transfer is scheduled, then scheduler details will also be displayed.

Admin can Cancel the transfer as well.

  1. Cancelled – When clicked on “View” link across the job, below screen would be displayed

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Admin would be provided with “Post Migration” View.

Admin would be provided with transfer details which includes – Migration type, Source , Destination , Total no. of files transferred, Successful Uploads, Link to open log file which contains successfully uploaded file list, Failed uploads , Link to open log file which contains failed uploads and reason for the same, Cancelled Uploads, Link to open log file which contains cancelled file list, Total transfer size and Total time taken.

  1. Completed – When clicked on “View” link across the job, below screen would be displayed.
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Admin would be provided with “Post Migration” View.

Admin would be provided with transfer details which includes – Migration type, Source , Destination , Total no. of files transferred, Successful Uploads, Link to open log file which contains successfully uploaded file list, Failed uploads , Link to open log file which contains failed uploads and reason for the same, Cancelled Uploads, Link to open log file which contains cancelled file list, Total transfer size and Total time taken.

Manage Schedules:

Schedules allow you to choose when transfers are to be run. Admin can use this option to run migrations at times outside of peak usage hours.

Created schedules will be listed in this menu. Click Create New Schedule to make a new one.

Admin can View, Edit or Delete the schedules created using the options provided.

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NOTE: Large data migration can be handled in better ways using Scheduler. We can schedule transfers outside of peak hours for max bandwidth and speed.

After the user creates a scheduler, the schedules should reflect correctly in Task Scheduler.

Make sure correct details have been added to task scheduler. When there are multiple slots selected, multiple instances should be added in Task Scheduler. Task Scheduler on that machine triggers the event to start migration tool and any migration scheduled in that time frame gets started.

Note: It is required that task scheduler should be working seamlessly on the machine where the tool is being run. And it is required that the user who scheduled the migration should be logged in. If User is not logged in, migration would not be initiated in that specific time slot.




ShareFile-induced Transfer Pause

In the unlikely event of the transfer causing too much traffic on the ShareFile infrastructure, ShareFile may pause the transfer. The Migration Tool will continuously attempt to resume transfer during this time. A warning message will be presented at the bottom of the transferring screen. The user will be unable to manually un-pause the transfer, but can cancel the transfer if desired.

If the number of retries exceeds 48, please contact ShareFile Support.

If the user receives the warning message: “Your account is currently not available to perform transfers”, the ShareFile-induced pause may still be enabled. The user can either wait for this to be resolved or try again later by closing and relaunching the application.


Uninstall the Migration Tool

To uninstall the tool, uninstall from the Programs and Features menu in Control Panel, or re-run the installation file. Note: Warning: Migration Logs that were created during transfers will be removed during the uninstall process.


Migration Logs:


Once the transfer is complete, you can review the migration details and any errors encountered during the migration process.

Log Files generated:

  1. SFMT [TimeStamp][FolderName].log – This log contains complete details starting from launch of the tool
  2. Transfer Info [TimeStamp][FolderName].log – This log contains verbose information for the transfer
  3. Transfer [TimeStamp][FolderName].log – This log contains all the files and folders that were successfully transferred.
  4. Transfer Failure [TimeStamp][FolderName].log – This log contains a brief explanation as to why a file failed to transfer.
  5. Transfer Cancelled [TimeStamp][FolderName].log – This log contains a brief explanation as to why a transfer cancelled.

NOTE: For debugging the issue “SFMT [TimeStamp][FolderName].log” and “Transfer Info [TimeStamp][FolderName].log” are required.

Logs are stored at USERNAMEAppDataRoamingCitrixShareFileMigration ToolLogs

Important Notes:

  1. Login using SF Admin account in order to migrate folder ownership and permission. If SF personal account is used, only data can be migrated.
  2. For migrating group permission on specific folder, it is required that the Group in SF should be created using UMT (User Management Tool)
  3. For accounts which are created in SF and not activated, data would not be migrated unless “Create folders for users that haven’t logged in yet” option is selected
  4. Data would not be migrated if specific account is not present in SF. Before starting the migration review the access permission file.

If there are any instance where account is not mapped, Admin can manually provide the email details save the changes and proceed with Migration.

Make sure to enter the email details under “Primary Email Address” column in the permission file created.


Limitations:

Maximum Transfers handled:

Below are some statistics on successful migrations completed

Sno Total Size Total Files Time Taken
1 3.21 TB 314085 2d 23h 53m 11s
2 2.89 TB 14708 2d 13h 14m 51s
3 2.09 TB 13282 2d 1h 45m 44s
4 2.09 TB 254592 8d 5h 54m 13s
5 1.92 TB 9225 1d 12h 53m 33s
6 1.73 TB 6900 1d 10h 15m 53s

Related:

ShareFile Password Management

Article topics:

Reset Forgot Password

If you have forgotten your ShareFile account password, you can reset it from your ShareFile account login screen.

Important: ShareFile password reset uses the reCAPTCHA tool for verification. reCAPTCHA is not supported by Microsoft Edge. See ShareFile No Password Reset in Microsoft Edge for more information.

  1. Navigate to your login screen and click the Forgot password? link below the login button.
  2. Verify your identity.
  3. Complete the reCAPTCHA tool.

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  4. Click send.
  5. The ShareFile system will send you an email that contains a link to reset your password. This link will expire after 15 minutes. Each time you send a password reset, the previous reset link will expire.
  6. Enter a new password.

Note: If your ShareFile account administrator has limited your ability to change your password, you will need to contact them in order to retrieve or reset your password.

Change Your Password

  1. Log in to your ShareFile account and click Settings > Personal Settings > Edit Profile
  2. Under Change Password, enter your old password prior to creating a new one.
  3. Click Save.

Can’t Change Password

You may only modify your password if you have been granted access to do so. If you cannot change your password, please contact the administrator on your account.

ShareFile Password Requirements

By default, a ShareFile password must contain:

  • A minimum of 8 characters
  • 1 upper case letter
  • 1 lower case letter
  • 1 number
  • No more than 50 characters

These requirements cannot be modified.

Additional Password Requirements

The Administrator user of your ShareFile account may change the password requirements for the ShareFile account at their own discretion. To do so, navigate to the Admin section of your ShareFile account and click Password Policy in the sidebar. Any changes made will go into effect the next time a user changes his or her password. When a password’s expiration time is met, users will be prompted to change their password the next time they log in to ShareFile.

Related:

How to Change Your ShareFile Account Billing Cycle to Monthly, Quarterly or Annual

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

Note: Users who 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.)

Update ShareFile Billing Cycle

To change your plan’s billing cycle, complete the following steps:

  1. From the left pane, click the Settings icon. A dropdown menu is displayed.

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  2. From the dropdown menu, click Admin Settings. The Admin Overview screen is displayed.

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  3. From the Admin Overview screen, click Billing. The Billing dropdown expands with additional options.

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  4. Click Update Your Plan. The Update Your Plan screen is displayed.

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  5. Select the new billing cycle from the Billing Cycle dropdown. The new Total Cost refreshes and displays the updated price.

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  6. Click Update Plan.

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

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Citrix forces password reset to protect against credential stuffing

From https://www.citrix.com/blogs/2018/12/04/citrix-forces-password-reset-to-protect-against-credential-stuffing/

2018 has seen an unprecedented number of records breached by hackers. According to the Breach Level Index, in just the first half of 2018, more records were compromised than in all of 2017. The number of records compromised in 2018 is in the multi billions. It’s staggering. With the credentials harvested from these attacks, and the bad guys knowing that people will use the same password for multiple systems and websites, “credential stuffing” — a type of cyber-attack where stolen emails and passwords obtained through these types of breaches are used to try and gain unauthorized access to other systems — has become a serious threat facing businesses and individuals.

Late last week, not long after new high profile security breaches were revealed, in the course of our ongoing security monitoring, we saw incidences in ShareFile that had some of the characteristics of credential stuffing. After further analysis, we became very concerned that indeed perpetrators were using credentials obtained from breaches unrelated to ShareFile to attempt to gain access to individual accounts. We do not believe that this issue resulted from a compromise of our systems.

We made an immediate decision to limit the risk to our ShareFile customers by forcing a password reset. We knew the timing over the weekend was not ideal, but felt it far more important to help our customers by fundamentally stopping the credential stuffing effort. We acknowledge it has been inconvenient to customers, and regret the inconvenience, but we were acting in our customers’ best interests. It was the most expeditious way to end the attack, and proactively help our customer protect their data.

To be clear, if there is any misunderstanding, the users of the ShareFile service were experiencing a credential stuffing attack. We moved quickly and decisively to end it for the benefit of our users.

ShareFile supports multi-factor authentication, a security mechanism that requires more than one method of authentication (for instance a password and security code received as a SMS). We strongly recommend multi-factor authentication as a best practice, and it is an optional setting within ShareFile that administrators can turn-on.

In the interim, we are working to help our customers with their password resets, even bringing on extra help to process calls and tickets faster. We do point administrators to the support page first, which provides a wealth of direction and tips, as wait times for the help desk are lengthy at the moment but expected to improve. Please refer to the articles “Modify ShareFile Security Settings” https://support.citrix.com/article/CTX227767 which will assist you in Password Management, and “ShareFile Password Management” https://support.citrix.com/article/CTX208278 which will assist you with the Forgot Password functionality, which is needed to reset your password.

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How to Create a ShareFile Report

Create Report

Complete the following steps to create a ShareFile report:

  1. Navigate to Settings > Admin Settings > Company Account Info > Reporting.

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  2. Click the Create Report button and choose the type of Report you wish to run, then click Next.

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  3. Fill in the details as required and click Create.

    Reports may be generated as Excel or CSV files.

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Report Pending

Please allow time for your report to be processed and completed. Depending on the amount of time and final size of your report, the time it takes for the report to finish may vary.

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View Completed Report

You may view, download, move or delete reports at any time by returning to the Reporting menu and accessing the drop-down to the right of the Report Title.

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