What changed and why?
Hacker, Nelson changed the way our ShareFile attachments are accessed. They now require a password on the receiver’s end before viewing the document(s). This makes your documents more secure and harder to steal if the emails get intercepted or accessed by someone without your permission. Only users with email addresses in the To, Cc, or Bcc fields will be able to log in and access the sent files.
What if I don't know my password?
At the login screen, click the “forgot password” link and follow the instructions.
When it asks for your email address, it is important that you enter the same email address that the ShareFile link was sent to. You will receive an email from firstname.lastname@example.org with a link that says, “Reset your password now.” Click on this link. This will take you to a website where you can set a new password. There are some password requirements that must be met that are plainly laid out on this site. When you have entered and confirmed your new password, click the “Reset Password” button. You can now go back to the original email and click on the link from the Hacker, Nelson employee and log in with your email address and new password. From there, your document will be available for viewing or download.
What if I'm new to ShareFile?
If this is your first time receiving a ShareFile attachment or email from Hacker, Nelson, then an account will be automatically created for you and you will receive an activation link in a separate email. Please follow the instructions in this email.
If you don’t receive one of these activation emails (please note that it can take up to 15 minutes to send), then it is possible that you already have an account and didn’t know about it. See the “What if I don’t know my password?” section above.
I got a "Failed to load folder" error when I signed in!
You will see this error message whenever you sign in from any location other than the ShareFile link that was emailed to you.
For example, after resetting your password it will give you a button that says, “Back to Sign In.” If you click this button and sign in, you will see the “Failed to load folder” error message.
To fix this, close any window that you have open and start from scratch. Go back to the original email that you received from the Hacker, Nelson employee and click the “Download Attachments” link again. Sign in with your email address and password and your documents should be available.
I got an error message that says, "Word online can't open this PDF because it's encrypted..."!
When a single PDF is emailed, ShareFile may attempt to open it in a preview mode. However, we normally put passwords on the individual PDF files, causing the preview to fail and display an error message. In the error message, there is a link that says, “Click here to download the document.” There is also a big green button at the top of the page that says, “Download.” Click on the link or the button to download the document. Once downloaded, you can view it in your PDF viewing application running on your local computer (like Adobe Reader). The PDF application will ask you for your password, which is most likely the last four of your EIN or SSN.
I clicked the "Forgot Password" link but haven't gotten an email.
Please remember that email is not an instant messenger. It can take up to, and sometimes over, 15 minutes from the time you click the “Send” button before you receive the email that allows you to reset your password.
Please remember to enter the same email address that the original ShareFile link was sent to. This is your username.
Type slowly and verify that there are no errors in your email address before clicking the “Send” button.
This email comes from email@example.com, and not from Hacker, Nelson. Please check your junk folder, spam folder, or any other folder this email may have ended up in.
If you still can’t find this email and your company hosts your email, ask your system administrator for assistance.
When resetting my password, it says the link is not valid!
If you get an error message that says a link is not valid, close the web browser completely and go back to the original email sent to you from the Hacker, Nelson employee. Click the link again and sign in. If that still doesn’t work, try pasting the URL into a different browser. If it is still not working, call ShareFile support at (800) 441-3453.
Someone forwarded a ShareFile email to me and I can't access it!
Only the people listed in the To, Cc, or Bcc fields of the original email will be able to log in and view the attachment. If someone forwarded a ShareFile email to you, it will not let you log in to view the attachment. Our ShareFile emails only works when sent from a Hacker, Nelson employee.
In this situation, there are two things we can do:
- Have the person who forwarded the email to you download the attachment and send it to you without ShareFile (preferably in a secure manner).
- Contact the Hacker, Nelson employee and ask them to send the attachment to you (note: we must have a signed consent form from the client on hand to be able to do this).
Any other issues? Still not working?
If you have tried everything above and still can’t log in or view your documents, please reach out to Joshua Bulman, Hacker, Nelson's I.T. guy. Please include as much information as possible including: where you are getting stuck, what the system is telling you, if you have any error messages, and anything else you might think will be helpful. You can email Joshua Bulman at firstname.lastname@example.org or call (563) 382-3637 and ask for Josh.