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This troubleshooting covers three problems in relation to the instability of the internet connection, no internet connection and reauthentication.

Problem

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

  • Verify the Share File icon at the bottom right corner taskbar

    by clicking the

    ensure there is no ShareFile icon appeared

  • Click the Share File icon. This will initiate the Share File application.

If there is no icon on this taskbar, click the Windows Start button. Scroll down to C and under Citrix expand it and click Citrix Files.

  • Wait for a few seconds.

  • Check the Share File icon at the bottom right corner taskbar

    by clicking the

    ensure there is ShareFile icon appeared

If there is no icon appeared on the bottom right corner, reboot the machine.

  • This completes the task.

Problem

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:

  • 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.

Problem

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:

  • Click the icon with a single click

  • Click the Log In button

  • The login pop up

  • Enter the subdomain and click Continue button

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

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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