If you are having problems accessing or using our web interface then this article will suggest some troubleshooting actions to attempt to resolve the issue.

Problems Accessing Site

Access issues are caused when your web browser has problems connecting to Files.com. Connectivity issues can be caused by network issues, such as firewalls, browser issues, such as incompatible browser plug-ins or extensions, or device issues, such as security software that blocks the browser from connecting to certain sites.

Error messages such as "This site can't be reached." indicate this kind of access issue.

Use a Different Device

The quickest way to determine if the issue is in the browser or device is to connect using another device. If you can access Files.com from another device then this indicates that the original browser or device has the issue.

Use Incognito, Private, or Secret Mode

Web browser plugins or extensions can prevent a site from loading. If Files.com loads in your browser's private browsing mode, you can usually solve the problem by disabling browser extensions, clearing your cookies, or resetting your browser to its original settings.

Web CORS error "ERR_BLOCKED_BY_CLIENT"

Errors such as net::ERR_BLOCKED_BY_CLIENT in a web browser are typically caused by Adblock, or similar browser extensions, blocking some requests to Files.com. This is possibly due to words in filenames being considered ad-related.

If you are experiencing this error, disable any browser extensions that may be in use to determine which one is causing the issue.

You should be able to whitelist Files.com in your ad-blocker so that it is exempt from being blocked. Files.com will never display ads.

Use Another Network

Network infrastructure, such as firewalls and content blocking products, can block connections to Files.com. Try to connect from a different network, such as your home wi-fi or your phone's hotspot. (Do not use VPN as that will connect you to yet another network.) If you can connect successfully then the issue lies within the original network. Ask the network administrator to check firewall settings and content blocking products.

Disable VPN and Proxy

If you are using a VPN or a proxy server, try disabling them. If you can connect successfully then this issue lies within the VPN network or the proxy server. Ask the VPN or proxy administrator to check the settings and access rules for those services.

Temporarily Disable Anti-Virus

Anti-virus software can act as a firewall and block connections that it thinks are suspicious. Temporarily disable your anti-virus software and see if you can connect. If you can connect successfully then, after restarting the anti-virus software, ask the administrator to confure the software to allow access to Files.com.

Check Computer Date and Time

Encrypted TLS/SSL connections use timestamps to determine if the encryption is still valid and unexpired. Network encryption is usually valid only for a short time, just long enough for network packets to be delivered, to protect from malicious tampering. To be valid, an encrypted network packet must have a timestamp within a range of "not before N minutes ago" and "not after N minutes from now". If your computer's clock is set incorrectly then the encrypted TLS/SSL packets will appear to come from the past or future, outside of the valid timestamp range. Make sure that your computer's date, time, and time zone settings are correct.

Reboot

Hardware, and system drivers in the operating system, can become hung or unresponsive, especially if the device has been on for a long time. Reboot your device to see if connectivity is restored.

Problems with Functionality

Functional issues are when some part of the web interface doesn't work or doesn't respond correctly. This can be caused by browser incompatibility, such as when using a older or unsupported browser, or caused by a browser setting that affects functionality.

Use a Different Browser

If the action works on a different browser then the issue resides in the original browser, its extensions and plug-ins, or its settings.

Files.com supports all modern browsers that were released within the last 4 years. As with nearly all websites today, support for Javascript and Cookies are required.

Make sure that your browser is up to date.

Clear Browser Cache and Cookies

A web browser's cache can get corrupted, such as when a page only partially loads the cached items or cookies that it needs to function correctly. Sometimes, the cache may contain outdated items or be in a state where cached items cannot be refreshed correctly. Empty the browser cache and delete its cookies then retry.

Reset Browser

Browser settings can block or affect web page functionality. There are many browser settings and it's not always obvious which settings are compatible with a web page. Files.com requires Javascript to be enabled and cookies to be allowed. Resetting your browser to its default settings typically returns your browser to the settings that are compatible with most web sites.

Permissions

You can only perform actions on Files.com that you have been given permission to. For example, if you are having problems uploading then it might be that your user account does not have the appropriate access permissions to the target folder. Ask your site administrator to verify your permissions.

Media Playback

The ability to play video and audio media files depends mostly on the operating system but also on the file types supported by the browser. If a supported media file type cannot be played then try with another browser or on another device. Make sure to use a modern browser as video standards are always improving and out-of-date browsers may not support newer media codecs.

Problems Uploading Files

The File Manager includes a web-based interface for uploading files, which displays the status of every uploaded file. When a file can't be uploaded for some reason, an error message is displayed in the upload interface for each file.

The status information provided in the upload interface will usually provide enough information to determine the cause of the failure, but sometimes you must do additional research to pinpoint the cause. For example, the error "This upload could not be completed" is a common message that would require additional research to troubleshoot.

Using API Logs for Troubleshooting

A site administrator can search the API Logs for failed operations and view more details, such as the Error Type and the Request-ID.

The Error Type indicates the source of the error. For example, an Error Type of "processing-failure/invalid-filename" indicates that folder settings are preventing the upload.

The Request-ID identifies the specific request. If you need to contact the Support team about a specific failed operation, providing the Request-ID from your API Logs can streamline the process.

No API Activity Logged

When an upload fails and the failed upload is not listed in the API Logs, this indicates that the upload was not received by the Files.com platform at all.

One possible cause is content filtering on your network. Some network connections are configured to prevent uploads, sometimes for specific file types such as ZIP or EXE. If you're able to upload without errors from another network, such as tethering through a cellphone, network configuration is the likely culprit, and you should contact your IT department for help.

Another reason failed uploads would not reach the Files.com API is if an error in the web browser itself, such as a CORS error. Browsers may block uploads when CORS headers do not match expected values to prevent malicious websites from making unauthorized requests to other domains. Use the developer tools within your web browser to check for error messages.

Developer Console

Modern web browsers include a Developer Console or Developer Tools view. Using this feature, you can view the API requests that are made, as well as the responses returned, for each action that you take in the browser.

Enable the Developer Console/Tool view and perform a web upload.

The upload action uses POST and PUT requests. Issues or problems will be displayed in the corresponding responses, typically showing a HTTP status code and message.

The status code and message indicates the specific issue or problem.

For example, a status code and message of 403 (Forbidden) typically means that a firewall is blocking your browser from reaching the site, or that the authentication used for this upload doesn't have permission to access the target location. You can rule out permission issues by performing the upload as a site administrator, as this type of user has full permission to all locations, indicating that the 403 (Forbidden) message is being caused by a firewall.