This troubleshooting covers three problems in relation to the instability of the internet connection, no internet connection, and reauthentication.
1. Problem
| Info |
|---|
On Windows Explorer, under This PC, not be able to see to Citrix Files - S: drive. This issue is related to the instability of the internet connection. |
Solution
Step-by-step guide:
Check the version of Citrix Share File for Windows client by clicking the Settings > Apps and Features > Citrix Files.
Verify the version is above 19.12.27.0
| Info |
|---|
If the version below 19.12.27.0, please contact the IT Administrator. |
Verify the Share File icon at the bottom right corner taskbar
by clicking the
ensure there is no NO ShareFile icon appeared
Click the Share File icon. This will initiate the Share File application.
...
Wait for a few seconds.
Check the Share File icon at the bottom right corner taskbar
by clicking the
ensure there is the ShareFile icon appeared.
| Note |
|---|
If there is no icon appeared on the bottom right corner, reboot the machine. |
This completes the task.
2. Problem
| Info |
|---|
On the taskbar, the Share File icon has an exclamation mark symbol next to it. This is related to no internet connection. |
Solution
Step-by-step guide:
Check the version of Citrix Share File for Windows client by clicking the Settings > Apps and Features > Citrix Files.
Verify the version is above 19.12.27.0.
| Info |
|---|
If the version below 19.12.27.0, please contact the IT Administrator. |
Verify the Share File icon at the bottom right corner taskbar
by clicking the
ensure Share File icon appeared with an exclamation mark.
Click the icon with a single click.
...
Check if the machine has an internet connection.
Click again the Share File icon and verify the exclamation mark exist or not.
This completes the task.
3. Problem
| Info |
|---|
On the taskbar, the Share File icon has an exclamation mark symbol next to it. This is related to authenticate to the Citrix Files. |
Solution
Step-by-step guide:
Verify the Share File icon at the bottom right corner taskbar
by clicking the
ensure Share File icon appeared with an exclamation mark.
Click the icon with a single click.
...
Click the Log In button.
The login pop up.
...
Enter the subdomain and click the Continue button.
| Info |
|---|
The subdomain is the same as the company domain name without .com.au. Contact the Administrator to find out more about this. |
Enter the email and password.
...
Enter the verification code.
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The verification code comes from the mobile device or landline number. This depends on how the authentication set up previously.
Click the Dismiss button.
...
This completes the task.
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