Upload Troubleshooting - ShareFile

Find an Answer

Search ShareFile articles, videos and user guides   Your search term must have 2 or more characters.

Upload Troubleshooting

Upload speeds and success rates are affected by several varying factors including Internet Service Providers (ISP), differences in network capability, and firewall or security settings. If you do experience any problems when uploading to your ShareFile account, please contact support at 1-800-441-3453 Toll Free/ +1 919 745 6111 International or email ShareFile Support.

Slow upload speeds?

There are three major factors that contribute to how fast a file will upload to our servers: the size of the file, capability of your Internet connection, and geographic proximity to ShareFile servers.

1. Size

  • Large files take longer to upload than small files
  • Many small files can take longer to upload than one large file
  • Deep folder structures take longer to upload than simpler folder structures

2. ISP Capability

  • If you have multiple browsers open or multiple uploads occurring at the same time, your upload will slow down
  • If you are uploading from an office setting, you are sharing your connection with your coworkers, so their Internet activity may impact your upload speed
  • Your upload speed is limited by your ISP and common DSL and Cable internet service can range from 128kbps to 512kbps

3. Geographic Proximity

Under normal circumstances, the farther your data has to travel, the longer it will take to upload. To mitigate this issue, ShareFile has servers in the United States (Virginia, California and northern Oregon), Brazil, Ireland, Australia, Japan and Singapore. Accounts can be migrated between servers to ensure the fastest possible upload speeds


File will not upload or cannot be selected from a dialogue window?

Most commonly, this issue may arise if someone attempts to upload a Windows shortcut to a program or file, an empty folder, or a file that may be in-use in a network setting.

Verify that you are uploading the actual file you wish to upload rather than its shortcut located on your desktop.

Be sure to populate your folders with at least one file. You are unable to upload empty folders to your ShareFile account.

Verify that the file you wish to upload is not in-use by another user on your internal network. When a file is in-use by another user, you may lose permission to access the file. This includes your ability to upload the file your ShareFile account.

Keynote file is listed in gray text?

Keynote files (.KEYNOTE) are the Mac equivalent to a Microsoft Power Point file (.PPT or .PPTX). Keynote files actually behave similar to folders. They contain multiple files for images, sounds, text, etc. Selecting a Keynote file from a dialogue window is not possible.

Keynote files must be compressed into a single file. The most popular way of doing this is to create a Stuffit file. Stuffit files (.SIT or .SITX) are the Mac equivalent to Windows Zip files (.ZIP). Once you have created your Stuffit file, you can select it to upload the Keynote file contained inside.

File taking a long time to "Save" ?

A - Towards the end of your upload, you will see the ShareFile progress bar screen display “Saving file…” This simply means that the server is placing the file into the folder where you chose to upload, and the record of your upload is being saved in our database. For larger files or deep folder structures, this may take some time.

Saving the document is part of the uploading process and is directly related to the speed of your upload. Please see the section above for more information about upload speeds.

No "Upload Files" Option?

Within a ShareFile account, all uploads must take place within a folder. You can locate the Upload Files button within a folder above the list of files.

If you are unable to locate the Upload Files button within a folder, you have not been granted permission to upload files to that particular folder. Please contact your system administrator for more information.

Unable to connect when Uploading Files?

Because ShareFile services can be classified as “Online Storage” or “Online File Sharing” stricter IT Departments and firewall settings may keep users from uploading to our storage server.

We cannot override a setting that is implemented by your IT department or firewall. However, we would be more than happy to provide your IT Department with the information they need to make sure our servers are white-listed on your side. Please contact support for more details.

Upload Failed after closing Browser?

Your browser window must stay open during an upload. You are free to minimize the browser. However, if you close the browser, you will cancel your upload.



Downloading Troubleshooting

Java Uploader Tool

Did this article answer your question?