Unable to see files in Workspace | VIA Pro for the Web

Product: VIA Pro for the Web
Applies to: Owners, Editors and Viewers
 

Issue

• I'm a Workspace owner - my invited user can't see files I shared in the Workspace.
• I'm a Workspace user - I can access the Workspace, but I don't see files.

Cause

This type of issue generally has two causes:

• The intended level of the Workspace wasn't shared with the user.
• A random system glitch is preventing the files from appearing.

Solution

• If you're a Workspace owner:
  • First, confirm that you shared the intended level of the Workspace with the user (i.e., Workspace level versus folder level).
    For example, maybe you uploaded files to the main level of the Workspace but only shared a specific (and empty) folder with the user. Or you shared an empty folder with the user and uploaded the files to a different folder.
    If necessary, add the user to the appropriate level.
  • If the access is correct, please remove the user from the Workspace and then add them back again. Very often, this solves the issue. The next time the user accesses the Workspace, the files should appear.
  • If the issue continues, get in touch with us. An Intralinks Support agent can investigate the issue to find the cause.
• If you're a Workspace user, please contact the Workspace owner. You can identify the owner in the Shared With box on the right side of the Workspace screen (the role is listed under each user's name). 
  
  • Ask the owner to confirm that your access level is correct.
  • If your access is correct, ask the owner to remove you and then re-add you to the Workspace.
  • If the issue continues, let us know. Our Support team will be happy to help.

Click Submit a Ticket to open a request with our Support team. Or to speak directly with an agent, find our Support line in your region.