ITS

Information Technology Services
Information Technology Services

QShare 7.2 FAQs and Troubleshooting

ITS has gathered a listing of frequently asked questions. If you have a question that is not found on the list, please fill out the Online Support Form or call us at 613 533 6666.


Q. Adobe Reader or the QShare/Xythos drive client keeps crashing.

This is caused by the Xythos drive client being out of date.

Upgrade to the current version of the Xythos Drive Client. The client is available to groups and departments that are using QShare and is available from the QShare Group's Administrators.

Alternatively, if you are using Internet Explorer as your browser, you can set up Web Folders. For instructions on configuring Web Folders see the QShare online Help manual.

Q. I am unable to send e-mail using Qshare in Safari.

A recent update in Safari has broken sending email in QShare. The vendor has acknowledged the issue and is working on a resolution. 

The current workaround is to use Firefox or use the built-in e-mail interface in QShare by changing QShare setup to use Web Based Email solution.

Steps:

  • Login to QShare at https://qshare.queensu.ca
  • Select Setup (from top right menu bar)
  • Select Email settings
  • Select Xythos Web-based Email solution

There is currently no known ETA on when an update from the vendor will be available.

Q. I get a 404 error when I try to open a link .

This is a known issue. Sometimes when the URL is generated it contains two slashes together (//). Browsers do not know how to interpret the two slashes and return a 404 error.

To correct the problem edit the URL and remove the extra slash.

URL with error-causing extra slash circled.

Q. When people leave Queen's or change departments, is there a way to see what QShare folders they have access to and remove their permissions?

No. The current QShare interface does not provide a way to find and remove an individual's permissions. 

When individuals leave the university, their status becomes "X" and they lose access to QShare regardless of permissions.

If an individual moves to a different department and HR codes were used to give access to QShare, the HR codes will automatically be updated and the individual will be removed from the HR group for their old department.

Even if an HR group was used to assign permissions, individuals may have been given permissions to individual folders and files. These permissions will need to be removed. To remove individual permissions:

  • Log in to QShare via the Web at https://qshare.queensu.ca
  • Navigate to the group QShare folder
  • Right click on the group folder icon
  • Select Manage -> Permissions
  • If the individual is not listed in the permissions, then add them (top folder only - no sub folders)
  • Check the box beside  the individual's name  and click the Remove Access button
  • The "confirm permission changes" screen will open.  Select "Apply the changed permissions to this folder as well as its sub-folders and files"
  • Click the OK button

If you get a timeout error or 'exceeded the # of items that could be modified' message, you will need to move down a level in the folder structure and process each sub-folder separately.  A timeout error is due to the number of files and folders and the depth of the hierarchal file system.

Q. What characters are invalid in file names?

The following characters MAY cause errors, and should not be used in file names: OS X:    < > # % { } | \ ^ [ ]Windows:    \ / : * ? " < > |

For more information, see the Microsoft support document.

Q. Office applications cannot save to the root folder when using Windows 7 and 8 Mapped network drive (not Xythos drive).

This is a bug/feature in Windows mapped drive. The work around is to save to a sub-folder which has Read, Write, Delete access.

Q. When I use the advanced upload feature I get an error message. What should I do?

The Advanced Upload is being blocked by the latest security update of Java. All operating systems (both Mac and Windows) are affected. 

Users can upload files:

  • Directly to their QShare account by Mapping A Network Drive, or;
  • Use the new Advance HTML upload feature instead of Java upload feature.