Troubleshooting and FAQ2 min readReviewed 2026-05-13

Troubleshooting Document Sharing

What this helps you do

Task guidance for diagnosing and resolving common issues with document sharing, public links, and permissions.

Check Access Level: Ensure the user has been granted "Can View" or higher access.
Refresh Required: Ask the user to refresh their browser or check their "Shared with Me" view.
Name shows as "Unknown": The system resolves real user names. If a user name shows as "Unknown," this indicates an issue with the user account or active status. This should not happen for active users; please contact your administrator or support team.

If you removed a user from the "Document Shares" section but they can still access the document, check the following:

Inherited Folder Access: The user may have access to the parent folder. Folder access cannot be revoked from the document screen.
Workflow Access: The user may be part of an active workflow that grants them temporary access to review or approve the document.
Admin Access: The user may be a system administrator or have a global role that grants access to all documents.

Link Disabled: Check if the public link has been toggled off. Disabled links immediately stop working.
Link Expired: Check if the public link had an expiry date that has already passed. Expired links are no longer valid.
Link Rotated: If the link was rotated, the old URL will no longer work. You must provide the user with the newly generated URL.

If a recipient clicks a secure link from an email and receives a 404 (Not Found) error:

Check Public URL: Ensure the system's public URL configuration is correct.
Check Web App Route: The web app route for secure links must be properly mapped.
Check Email Configuration: Confirm with an administrator that the email configuration is fully active and correct.

If you encounter persistent issues that you cannot resolve using this guide, please contact your system administrator.