KB2002031701 - Troubleshoot for Citrix Share File access

Owned by Valdy
Last updated: Jul 12, 2020
4 min read

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

1. 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

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 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 the ShareFile icon appeared.

  • This completes the task.

 

2. Problem

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 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

 

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.

  • Enter the email and password.

  • Enter the verification code.

  • Click the Dismiss button.

  • This completes the task.