Citrix Files for Mac Known Issues

IMPORTANT:

Users on Big Sur may be prompted to reboot additional times to allow the extension, this is a known issue that should be resolved with the release of Big Sur 11.3.

Open and Edit has been tested and works with the following applications:

  • Adobe Acrobat Reader DC
  • Adobe Illustrator
  • 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

The following applications have been tested, but may have a few lingering or unidentified issues:

  • AutoCAD 2018

If you are using an application that is not included in this list, please take some precautions when performing Open and Edit. We encourage you to save a copy of your files to your local drive before attempting to save changes back to Citrix Files.

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

Click Open System Preferences. Click Allow.

The app will finish launching automatically.

NOTE: If the extension is allowed successfully, the Allow button will disappear from the security pane. If it does not, please refer to the issue below

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Login

Asked to allow the system extension after clicking “Allow”

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Apple has implemented security measures to prevent third party applications from being able to interact with the allow button. This check may prevent you from clicking the Allow button.

  • Make sure that you are physically present at the Mac (the allow button won’t accept input if a remote screen sharing session is taking place)
  • Consider quitting potentially conflicting applications. A list of applications that have conflicted with this button includes, but is not limited to: (Google Chrome, MagicPrefs, Walcom Tablet, xGestures)
  • Allow the extension using the keyboard:
  1. Open System Preferences
  2. Select Keyboard
  3. Select the Shortcuts tab
  4. Under Full Keyboard Access select “All controls”
  5. Navigate back to System Preferences
  6. Select Security & Privacy
  7. Using tab key to highlight the Allow button and press the space bar

    NOTE: These steps will not work through a screen sharing session

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 the website
Finder Restricted Zones are not supported in the app None
Finder
Folders with an extremely large number of items (>30,000) might not load properly
For optimal performance please have fewer than 2,500 items per folder
Finder

Quick look (preview) for files does not work unless the file has been opened before.

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Open & Edit/

Upload
Uploads may fail for various reasons (network connectivity is down, permission to upload an item has been revoked, connection to Citrix Files is lost, etc.)
  • 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 or click on the item in the dashboard to access it

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Open & Edit Adobe InDesign is not supported. Under certain conditions saving files may fail and generate errors. Collaborating with other users on a file with external links in the drive may cause the files to become unlinked. None
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. Citrix Files mounts your account’s files 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 Opening a compressed zip file (or other file archive) within Citrix Files may not upload nested folders Upload the files and folders without compression.
Upload Badge icons next to files may disappear after editing in macOS 10.15 Catalina.

You can use system notifications or open the folder in your browser to verify upload was successful.
Delete Files might not delete correctly if the file is open in another application. Close all applications accessing a file before deleting it.
Dashboard Right clicking on an item in the dashboard and selecting Show in Finder generates an error.

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Browse to the folder containing the item and try again.
Offline Access Folder sizes shown in Manage Offline Sync may be much higher than they actually are.

  • Personal Folders: The file size of Personal Folders includes all versions of files. If a folder with multiple versions of files is made available offline, only the latest version of the file is kept locally for offline access. This means that the size of content made offline may be significantly smaller.
  • Shared Folders: The file size of Shared Folders includes folders that have not been shared with the user. Only folders that the user is permitted to access can be made available offline so this size may be significantly smaller.
  • Space Available on your computer: The Citrix Files size includes all local content. While this includes folders marked offline (seen at the bottom right) it also includes temporary files that have not been marked. It also includes individual files marked as offline (that are not part of folders that have been marked as offline).

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If you encounter issues that are not mentioned in this article, we encourage you to notify our development team with the report a problem feature.

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