Troubleshooting ShareFile Issues

Summary

This article provides basic troubleshooting steps when ShareFile is not syncing, not showing files, or appears to be signed out.

Symptoms

ShareFile icon shows an error or appears signed out
Files are not syncing
Unable to access ShareFile folders on the computer

Resolution Steps

1. Verify the ShareFile Icon Status

Locate the ShareFile icon in the Windows taskbar (system tray).
Make sure it shows as Signed In.
If it shows Signed Out, click the icon and sign in with your ShareFile credentials.

2. Sign Out and Sign Back In

Click the ShareFile icon in the taskbar.
Select Settings or Preferences.
Click Sign Out.
Close ShareFile completely, then reopen it.
Sign back in using your correct credentials.

3. Restart the Computer

After signing out and back in, restart the computer to ensure the ShareFile sync service restarts correctly.

4. Confirm You Are Signed In

Once the computer restarts:

Check the ShareFile icon again.
Make sure you are still signed in and the icon shows normal sync status.

If the Issue Persists

If ShareFile still does not sync or the sign-in fails:

Submit the ticket to The Fix
Provide a screenshot of the ShareFile icon and any error messages