ShareVault Support & FAQ

ShareVault™ users are welcome to call our support hot line anytime, 24/7/365:

ShareVault 24-hr Support Hot Line:
Toll free USA & Canada: 1-800-380-7652, ext. 2
Worldwide: +1-408-717-4955, ext. 2


You can also check our ShareVault FAQs, below, to see if your question is listed.

If you would like to contact us online to submit recommendations or other comments, please don't hesitate to use the Contact Us form to communicate with us, or email our support department. Please note that while our telephone support is 24/7/365, our email support is during normal working hours only.


Frequently Asked Questions

Q1: I forgot my password — how can I get a new password?

A: You can reset your password yourself - just click the "Forgot password" link on the Sharevault login page. Enter your email address, and we will send you an email containing a password reset link, valid for one hour. To reset your password, just click the link within one hour and follow the instructions. NOTE: You must remain at the same IP address when requesting a new password. If your IP address changes, or if you wait more than an hour to click the password reset link, you can click the "forgot password" again.

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Q2: I forgot my login ID — how can I find out what it is?

A: Your login ID is simply your email address. If you have multiple email addresses, be sure to use the one to which the ShareVault invitation was sent. You may have also defined a login alias, but if you have forgotten that, you can always login with your email address. Once you login, click on the "preferences" tab to check your login alias.

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Q3: I can't open documents for viewing — what's wrong?

A: First of all, you need to have Acrobat Reader® installed and configured as the default viewer for PDF documents — the vast majority of computers are already configured this way. If you do not have Adobe Reader, you can download and install it by clicking the "Get Adobe Reader" icon, below:


In addition, some PDFs within a ShareVault may be encrypted by FileOpen, which requires the installation of the FileOpen plug-in. If you do not have the FileOpen plug-in, you can download and install it by clicking the appropriate "Get FileOpen Plug-In" icon, below.

 For Windows:  For Mac:


If you do not have administrative priveleges on your computer, you will need to seek the assistance of your systems administrator. If you or your systems administrator have questions about the FileOpen plug-in, please refer to PDF icon FileOpen Client FAQ.pdf (30 KB).

Once you have installed the plugin, you can test the plugin by clicking on the file below:



If you have installed the FileOpen plugin, but you still can't see the test document, please call the 24hr ShareVault support hotline at the top of this page.


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Q4: I tried to install the FileOpen plug-in, but received an error message and I still can't view documents — What should I do?

A: In most cases, this is because you do not have administrative permissions on your computer. Please contact your internal IT department or desktop support and ask to be granted temporary administrative access so that you can install the plug-in. If your IT department has questions about the FileOpen plug-in, please refer to the next question and answer.

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Q5: What is the FileOpen plug-in?

A: The FileOpen plugin is a plugin for Adobe Acrobat Reader. The FileOpen plugin is from FileOpen Systems, who has been a licensed Adobe Security Partner since 1997. The FileOpen plugin is in widespread use and is installed in many high-security environments including major governmental and financial institutions (for a partial customer list, click here). For more information on the FileOpen plugin, please refer to PDF icon FileOpen Client FAQ.pdf (30 KB).

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Q6: Is there a way to download multiple documents at once?

A: Yes, if you have the rights to download documents (some documents are view-only). If you have the rights to download documents, you can check the "batch mode" check box at the top of the search page. While in batch mode, check boxes will appear next to each file. You can check the files that you want to download and then download a zip file containing all of the selected files.

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Q7: Some documents are missing in the ShareVault - what's wrong?

A: Your ShareVault administrator may not have granted you permission to view the documents. Please contact your ShareVault administrator. If you cannot reach your ShareVault administrator, or you do not know who he/she is, please contact ShareVault support at the number or email shown at the top of this page.

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Q8: I can't print documents - why not?

A: Your ShareVault administrator may not have granted you the right to print the document. Please contact your ShareVault administrator. If you cannot reach your ShareVault administrator, or you do not know who he/she is, please contact ShareVault support at the number or email shown at the top of this page

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Q9: I can't copy/paste text from the document - what's wrong?

A: Your ShareVault administrator may not have granted you the right to copy/paste text from the document. Please contact your ShareVault administrator. If you cannot reach your ShareVault administrator, or you do not know who he/she is, please contact ShareVault support at the number or email shown at the top of this page

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Q10: I can't save a document to my computer - what's wrong?

A: Your ShareVault administrator may not have granted you the right to save the document. Please contact your ShareVault administrator. If you cannot reach your ShareVault administrator, or you do not know who he/she is, please contact ShareVault support at the number or email shown at the top of this page

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Q11: What browsers are supported?

A: ShareVault is regularly tested on recent versions of the following browsers:

  • Mozilla FireFox for Windows, Mac, Linux and Solaris
  • Microsoft Internet Explorer
  • Camino for Mac

ShareVault also works well with Netscape and has partial support for Safari and other modern browsers, but we do not rigorously test on browsers not mentioned in the above list.

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Q12: Will ShareVault work with a Mac?

A: Yes. ShareVault is well supported on the Mac using either Firefox or Camino browsers (Safari is not currently supported).

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Q13: I tried to publish a file using the drag-and-drop applet, but I just see a red 'X' in the upper-left corner of the publishing window. What's wrong?

A: You either need to install the Java browser plug-in or you need to upgrade to a more recent version of the Java plug-in - click the link below to upgrade to the latest Java plug-in for your browser.


NOTE: If you are using a Mac, you need to be running MacOS version 10.4 or later. You also may need to run 'Software Update...' from the Apple menu (upper left corner of your screen) to assure that you are running the latest version of the Java plug-in.

Alternatively, you can use the 'Simple' version of the publishing page, which requires no applet, but does not support drag-and-drop, so only one file can be published at a time.

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Q14: I click on a link within the "index.html" file after doing a batch download, but it won't open the file. What's wrong?

A: When you use batch download to download multiple files, the files will be downloaded in a zip file. In some operating systems, such as Windows XP, this will result in a folder being opened to show you the downloaded files, including index.html. If you open the index.html file directly from within the zip file, the links will not work. You need to first extract the files from the zip archive. In Windows XP, this is done by choosing "Extract All..." from the file menu, or by right-clicking on the zip file and selecting "Extract All...". Once the files are extracted, the links within the index.html will work as long as the file is in the same folder as the corresponding files.

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