Week 19: Citrix ShareFile – Greyed-Out Icon

Tuesday, June 16, 2020

Happy Tech Tuesday! This week, we go over Citrix ShareFile – Greyed-Out Icon.

Citrix ShareFile is Wheeler’s secure content collaboration and file sharing solution. It is used to transfer sensitive documents between our clients and us. This Outlook plugin allows us to interact with our files directly through Microsoft Outlook and provides our clients with a link to the attachment in the body of the email. This integration provides us with the ability to send large attachments via email with ease and verify attachments are delivered securely. Normally, the plugin shows up as a blue S in your Outlook ribbon. Occasionally, the icon will turn gray and you will not be able to send out secure attachments. If the plugin icon is grey, this is an indication that the plugin is not logged in and requires credentials. This guide walks you through the steps necessary to get signed into the Citrix ShareFile plugin and allow you to send out secure attachments again.

Cannot Convert an Attachment

1. If your Citrix ShareFile icon is greyed-out, you will not be able to send secure attachments. Outlook will allow you to do regular attachments, but they will not be secure and will not be sent.
   1. You’ve attached a file with Outlook the normal way because you are unable to attach files with ShareFile.
   2. Once attached, you are also unable to Convert Attachments with ShareFile, as it is greyed-out and inaccessible to click.
      
2. Return to your main Outlook screen by minimizing the outbound email window or by clicking the Outlook icon in the taskbar to restore it to the screen. Once the main Outlook window is active, click the ShareFile Log In button to begin the login procedure.
   
3. The Citrix ShareFile sign-in window will appear on the screen, asking for your account’s subdomain.
   1. Type “wcpa” in the company name text box.
   2. Click Continue to continue to the sign-in screen.
      
4. The Citrix ShareFile credential screen will replace the subdomain screen after clicking Continue.
   1. Enter your Wheeler email address and your ShareFile password, which may be different than your Wheeler password.
   2. Click Sign In to complete the sign-in procedure.
      
5. A five-digit code will be sent as a text message to your mobile phone.
   1. Enter the code you receive into the Verification Code text box.
   2. Click Verify to verify the code you entered.
      
6. After some thinking, you will be returned to the main Outlook window and your Citrix ShareFile should now be fully signed in. The Citrix ShareFile plugin icon will turn blue after a successful sign-in.
   
7. You may now go back to your unsent email with the normal Outlook attachment and click Convert Attachments to convert them to a secure ShareFile attachment.
   
8. The attachment in the email will be converted to a secure ShareFile attachment and will reflect the change by updating the email to show the link.
   
9. You may now send the email knowing that the attachment was sent securely to the client.

Sending Secure Attachments

Once Citrix ShareFile has been successfully signed in and the icon is blue, you should be able to send secure attachments using only the ShareFile plugin rather than the conversion procedure.

1. In your outgoing email:
   1. Click Attach Files in the Citrix ShareFile plugin area.
   2. Click From PC in the dropdown menu.
      
2. Locate and open the attachment:
   1. Find your attachment on the computer and click the file.
   2. Click Open to attach the file securely.
      
3. The attachment will be attached as a secure ShareFile attachment and will reflect the attachment by updating the email to show the link.
   
4. You may now send the email knowing that the attachment was sent securely to the client.