Troubleshooting the Web Interface

When the web interface won't load or doesn't behave correctly, the cause is almost always on the client side: the network, the browser, or the device. The sections below walk through the actions that resolve the issue.

Diagnosing Access Problems

Access issues happen when your web browser cannot connect to Files.com. The cause is usually network-related (firewalls, content filters), browser-related (incompatible plug-ins or extensions), or device-related (security software that blocks connections to certain sites).

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

Use a Different Device

The quickest way to tell whether the issue is in the browser or the device is to connect from another device. If Files.com loads on a second device, the original browser or device is the cause.

Use Incognito, Private, or Secret Mode

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

Web Console Errors Which Say "ERR_BLOCKED_BY_CLIENT"

Errors like net::ERR_BLOCKED_BY_CLIENT are typically caused by Adblock or similar browser extensions blocking requests to Files.com, often because words in filenames look ad-related.

To find the responsible extension, disable your browser extensions one at a time until the error stops.

You can whitelist Files.com in your ad-blocker to exempt it from blocking. Files.com will never display ads.

Use Another Network

Network infrastructure like firewalls and content blockers can block connections to Files.com. Try connecting from a different network, such as your home wi-fi or your phone's hotspot. (Don't use a VPN — that just routes you onto yet another network.) If the connection works, the issue is on 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, disable them and try again. If the connection works without them, the issue is in the VPN or proxy. 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 it considers suspicious. Temporarily disable your anti-virus software and try to connect. If the connection works, re-enable the anti-virus software and ask the administrator to configure it to allow access to Files.com.

Check Computer Date and Time

An incorrect system clock breaks TLS/SSL connections. When the device's date, time, or time zone is wrong, encrypted connections fail because the timestamps fall outside the valid range. Correct the date, time, and time zone on your device, then retry.

Reboot

Hardware and operating system drivers 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.

Diagnosing Functionality Problems

Functional issues are when part of the web interface doesn't work or doesn't respond correctly. The usual causes are browser incompatibility (an older or unsupported browser) or a browser setting that interferes with the page.

Use a Different Browser

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

Files.com supports all modern browsers released within the last 4 years. Javascript and cookies must be enabled.

Make sure your browser is up to date.

Clear Browser Cache and Cookies

A browser cache can get corrupted — for example, when a page only partially loads its cached items or cookies, or when cached items can't be refreshed correctly. Empty the browser cache, delete its cookies, then retry.

Reset Browser

Browser settings can block or interfere with page functionality, and it's not always obvious which settings are at fault. Files.com requires Javascript to be enabled and cookies to be allowed. Resetting your browser to its default settings returns it to a configuration compatible with most websites.

Permissions

You can only perform actions on Files.com that you have permission for. For example, if you're having problems uploading, your user account may not have the access permissions needed for the target folder. Ask your site administrator to verify your permissions.

Media Playback

If a supported media file type won't play, try another browser or another device. Keep your browser up to date as out-of-date browsers may not support newer media codecs.

Diagnosing Upload Problems

When a file can't be uploaded to the File Manager, the interface displays an error message for that file.

The status information in the upload interface is usually enough to identify the cause, but sometimes more research is needed. For example, the error "This upload could not be completed" is a common message that requires additional investigation.

Using API Logs for Troubleshooting

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

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

The Request-ID identifies the specific request. When contacting the Support team about a failed operation, providing the Request-ID from the API Logs speeds up the investigation.

No API Activity Logged

When an upload fails and doesn't appear in the API Logs, the upload never reached the Files.com platform.

One cause is content filtering on your network. Some networks are configured to prevent uploads, sometimes for specific file types like ZIP or EXE. If the upload works from another network, such as a cellphone hotspot, network configuration is the likely culprit. Contact your IT department for help.

Another cause is an error in the web browser itself, such as a CORS error. Browsers can block uploads when CORS headers don't match expected values, as a protection against unauthorized cross-domain requests. Use the developer tools in your web browser to check for these errors.

Developer Console

Modern web browsers include a Developer Console or Developer Tools view. This view shows every API request the page makes and every response it receives.

Open the Developer Console and perform a web upload.

The upload action uses POST and PUT requests. Issues are reflected in the responses, typically as an HTTP status code and message.

The status code and message identify the specific issue.

For example, a status of 403 (Forbidden) typically means that a firewall is blocking your browser from reaching the site, or that the authentication used for the upload doesn't have permission to the target location. To rule out permissions, perform the upload as a site administrator — that role has full permission everywhere, so if you still see 403 (Forbidden), a firewall is the cause.