Documentation - Emails from Files.com

The Files.com platform sends emails covering site alerts for administrators, file activity, user account status, data exports, share link and inbox events, and direct business communication. Each category is covered below and in the documentation for the related platform feature.

Use Troubleshooting Emails from Files.com when emails do not arrive, arrive late, or bounce.

You can update your settings to unsubscribe from these emails.

Alert Emails for Site Administrators

By default, Site Administrators receive alert emails from Files.com when their site needs attention. These include alerts about LDAP, SMTP, Webhook, or single sign-on integration failures, SSL certificates about to expire, Sync and GPG encryption or decryption errors, users locked out after too many failures, and CLI log upload failures.

Site Administrators can opt in or out of receiving these site alert emails via the Site alert emails setting at My account. If no Site Administrator has Site alert emails turned on, all administrators receive email alert messages when issues occur.

Site Administrators can configure any Read-only administrator to receive site alert emails.

When an alert applies to a child site, the email will indicate which site requires your attention.

To avoid flooding inboxes, Files.com reduces the frequency of these emails on sites with many errors. If your site regularly has errors, do not rely on these emails as the sole mechanism for learning about them.

SSL Certificate Expiration Notice

Site administrators receive an email when a self-managed SSL certificate will expire soon. Warnings are sent 30 days before and 7 days before the expiration.

SCIM OAuth Access Token Expiration Notice

When SCIM Provisioning is configured using OAuth access tokens, Site Administrators receive a warning email 30 days before and 7 days before the token expires.

Site Warnings

Site Warnings emails report problems with your site's configuration or with Remote Servers. The email groups the errors into categories:

DNS Settings incorrectly configured for your domain

This section includes detailed errors for missing or invalid DNS records for your domain.

Remote Servers requiring re-authentication

This section lists any remote servers with invalid credentials or expiring credentials.

Agent Upgrade required

This section lists any Remote Servers running a version of the On-Premise Agent that needs to be updated.

GPG Encryption Key expiring soon

This section lists any keys used for auto-encryption that are approaching expiration.

Failed Webhook Timeouts

If a Webhook was working but has failed to successfully process a request for the last 3 days, a Failed Webhook Timeout message is sent to Site Administrators with information about the failed operations.

User Account Request

When User Requests are enabled for your site, Site Administrators receive User Account Request emails notifying them each time an account is requested.

Failures/Events That May Need Your Attention

Files.com sends Site Administrators email reports of problems involving external systems: Remote Servers, external identity systems (LDAP and SAML), the Files.com On-Premise Agent, the Files.com CLI App, and SIEM platforms. The email includes all warnings currently in effect for your sites, along with a link to view the detailed logs within your site.

A user attempted to authenticate with an SSO provider using LDAP, but an error occurred.

LDAP Sync Failures

Your site was unable to synchronize your user and group provisioning information for the LDAP server.

Sync Failures

A Sync failed to run.

Client Log Failures

Errors that arise when you use the CLI application and enable the option to send logs to the cloud.

A user attempted to authenticate with an SSO provider using SAML, but an error occurred.

SIEM HTTP Destination Failures

An attempt to send SIEM data to your configured SIEM provider failed.

File Activity Emails

Email Notifications are sent to users or groups of users within your sites. These emails carry information about file activity within a specific folder.

When an email is sent to a Partner User, the Partner's assigned Responsible Party can also receive a copy of the message.

Account-Related Emails To Users

Some emails are sent to a user about the status of their Files.com user account.

When an email is sent to a Partner User, the Partner's assigned Responsible Party can also receive a copy of the message.

Welcome Email

If the Welcome Email setting is enabled for your site, an email is sent to each new user when their account is added. You can customize your welcome email, including the subject and body.

Changed Password Notification

When a site administrator changes a user's password for them, the user receives an email notification about the password change. This email does not include the new password.

Password Recovery Email

If Password recovery via email is enabled for your site, users can click a link on the login page to request a password recovery email. The Password Recovery email contains a single-use link for the user to reset their password.

Password Expiration Emails

When your site enables password expiration to force users to change their passwords after a certain number of days, Files.com sends reminder emails 28 days, 14 days, 7 days, and 1 day before the password expires. If the user does not update their password before the deadline, they are also sent an email after the password has expired.

SSH Key Expiration Emails

When a site's Key Lifecycle Rules include an Expiration Days threshold for SSH keys, Files.com sends reminder emails to the key owner 28 days, 14 days, 7 days, and 1 day before the key expires.

2FA Verification Code Emails

Users assigned the Email Verification method for Two-Factor Authentication (2FA) receive Verification Code emails during the login process.

Data Export Emails

When you click the Export button in the web interface to generate a report, you can close the report window without waiting for the export to finish. When the export finishes, your Files.com site sends you an email notifying you the export is complete. The email includes a link to download the report, which is valid for one hour.

Share Link Notification emails keep you informed when a visitor completes a registration form or uploads files to your Share Link. These emails can only be sent to users or groups of users in your site.

Share Link Registration Notifications are sent each time a new registration form is completed for the Share Link.

Share Link Upload Notifications are sent each time files are uploaded to the Share Link. Each email includes a list of the files uploaded by the visitor and their registration information.

When the Link invitation notifications setting is enabled for your site, emails are sent to the Share Link's owner whenever new contacts are invited to the Share Link. The emails contain the list of invited people and the paths that are shared.

Invitation Emails

Contacts invited to use a Share Link receive a Share Link Invitation email with a personal link just for them. Similarly, people invited to upload to an Inbox receive an Inbox Invitation email.

Share Links that use Email based one-time passwords for authentication will generate emails containing the single-use passwords for people invited to links.

Upload Receipt Emails

If the Send receipt emails to uploaders setting for an Inbox is enabled, people who upload files to an Inbox through the web page receive an email after they upload files. The Inbox Visitor Upload Receipt email lists the names of the files that were uploaded to the inbox along with any registration information and associated clickwrap.

When an Inbox accepts uploads through email, the Notify senders on successful upload via email setting enables a receipt email for the sender.

The Send receipt emails to uploaders setting can be enabled for Share Links that only allow visitors to upload. Share Link Visitor Upload Receipts include a listing of the files uploaded, any information they entered in the registration form, and the text of the clickwrap they agreed to, if applicable.

Business Emails from Files.com

In addition to automated emails sent by the Files.com platform, you may also receive email communication from Files.com employees, including members of the support team, billing team, and sales team. These are not necessarily sent via the same mechanisms as app emails, and will never be sent through your Custom SMTP server.