Knowledge Base

Browse the knowledge base for how to articles, or search the knowledge for common queries.


Accounts

TitleCreatorModified
How do I change the language I view the application in?Alex DoslovSep 16, 2016

Clients

TitleCreatorModified
When the application starts it crashes with an unhandled exception?Alex DoslovSep 19, 2016
The application crashes when it starts complaining about a setting value?Alex DoslovSep 19, 2016
I see "Some files could not be processed". What does it mean?Alex DoslovSep 19, 2016
When the application is uninstalled it says it 'cannot close running applications' and asks me to force-close?Alex DoslovSep 19, 2016
I am getting errors in the sign-in screen. What do they mean?Alex DoslovSep 16, 2016
Does the application store a copy of my user credentials in memory or on disk?Alex DoslovSep 16, 2016
How much disk space do the logs require?Alex DoslovSep 16, 2016
I get an error saying "this operation is not available at this time". What does it mean?Alex DoslovSep 16, 2016
I get an error saying "some files may have not been synchronised yet". What does it mean?Alex DoslovSep 16, 2016
I added some files but they do not get encrypted. Why?Alex DoslovSep 16, 2016
When I click "Reconnect now" from the system tray menu nothing happens?Alex DoslovSep 16, 2016
Safe Share options on the context menu are greyed out.Alex DoslovSep 16, 2016
When the application starts it says it cannot find the Callback Filter?Alex DoslovSep 16, 2016
When I double-click to view an encrypted file the view is not rendered correctly. Why?Alex DoslovSep 16, 2016
What happens to unencrypted content after it disappears when the encrypted version is created?Alex DoslovSep 16, 2016
Unable to access Windows Safe Share appSean MartinSep 16, 2016
The application has stopped syncing anything else. Why?Alex DoslovSep 16, 2016
After I installed and signed-in I saw a getting started guide popping up but accidentally closed it. Can I bring it back?Alex DoslovSep 16, 2016
A file does not get synced from the server, but can be seen in the web client. Why?Alex DoslovSep 16, 2016
I moved a file into the Safe Share folder and now I cannot locate an unencrypted file?Alex DoslovSep 16, 2016

Locating Files

TitleCreatorModified
I cannot find a file that has been shared with me?Alex DoslovSep 16, 2016
I can no longer access a shared file from an email link?Alex DoslovSep 16, 2016

Login

TitleCreatorModified
Cannot access Safe ShareTimothy CurtinSep 19, 2016
The user login or password details are wrong?Alex DoslovSep 16, 2016
The user does not have a passwordTimothy CurtinSep 16, 2016
Safe share is prompting the user for a Safe share service address?Alex DoslovSep 16, 2016
Login page does not loadTimothy CurtinSep 16, 2016
I think someone may have logged into my account, what do I do?Timothy CurtinSep 16, 2016
I did not receive my account creation email?Timothy CurtinSep 16, 2016

Organisations

TitleCreatorModified
Is it possible to change the system logo and images?Alex DoslovSep 16, 2016
Is it possible to change the organisation email template?Alex DoslovSep 16, 2016
Changing default language of organisation?Alex DoslovSep 16, 2016

Password

TitleCreatorModified
The user has lost access to the Authenticator.Timothy CurtinSep 16, 2016
Account reseeded for TFA by organization administrator.Timothy CurtinSep 16, 2016
The users' one time password does not work?Alex DoslovSep 16, 2016
The user is required to configure two factor authentication?Timothy CurtinSep 16, 2016

Services

TitleCreatorModified
Cannot start Covata ServicesAlex DoslovSep 19, 2016
When to reboot a serverTimothy CurtinSep 16, 2016
Administrator email can be null preventing notifications from being sent outTimothy CurtinSep 16, 2016
Accessing and copying log filesTimothy CurtinSep 16, 2016
Restarting the Access Service or Content ServiceTimothy CurtinSep 16, 2016

Sharing

TitleCreatorModified
Why can I not see the document watermarked?Alex DoslovSep 16, 2016
I receive an error when sharing a file about whitelisting?Alex DoslovSep 16, 2016
I receive an error when sharing a file about classifications?Alex DoslovSep 16, 2016
I cannot share with more than 100 usersAlex DoslovSep 16, 2016
I can't move items from one shared with me folder to another shared with me folder?Alex DoslovSep 16, 2016
I can't move an item into a folder that is shared with me?Alex DoslovSep 16, 2016
How do I share a folder but exclude a subfolder?Alex DoslovSep 16, 2016
How can I share multiple files at once?Alex DoslovSep 16, 2016
A file was shared with me but I cannot view it yet?Alex DoslovSep 16, 2016

Uploading

TitleCreatorModified
User received upload failed messageTimothy CurtinSep 19, 2016
Uploading a document failsTimothy CurtinSep 19, 2016
Uploading a large file is failing?Timothy CurtinSep 16, 2016
Package file types do not upload correctlyTimothy CurtinSep 16, 2016

Viewing Files

TitleCreatorModified
Trouble generating views for large filesTimothy CurtinSep 16, 2016
There is a view link but it errors and won't display?Alex DoslovSep 16, 2016
The file I am trying to view will not work?Alex DoslovSep 16, 2016
I cannot view a supported fileAlex DoslovSep 16, 2016