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.
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.
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.
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.
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 email@example.com or call (563) 382-3637 and ask for Josh.