Receiving credential prompt when opening files on FileBridge

Problem:

When trying to open a file directly from the FileBridge drive, the user can sometimes receive a credential prompt upon attempting to open the file. (This mostly happens with Office documents and PDF documents). 

Clicking cancel on this prompt sometimes opens the file, but the issue can be bothersome

Reason:

Because FileBridge is opening files over the internet, Microsoft Office, and Adobe Reader have some security measures that are more sensitive to opening these types of files, a small step is required to resolve this issue. 

Solution:

Step 1:
Look in your FileBridge drive for any PDF file, and open it. When the credential prompt pops up, simply type in:

HOSTED\<username>

For example, HOSTED\jsmith, and your password.
Make sure you check: Remember My Credentials

If everything else is setup correctly, the file should open, and all subsequent files should open without any credential prompts.
If you're still having a problem, please check a setting in Internet Explorer which can be reverted when Windows Updates are applied:

Step 2:
- Open Internet Explorer
- Click on the Gear on the top right, and select "Internet Options"
- Click on the "Security" Tab
- Click on "Trusted Sites"
- Click on "Custom Level"
- Scroll all the down, and make sure that the option: "Automatic logon with current username and password" is selected. Then click ok, and confirm, and click ok.

Now go back and do Step 1 and it should work correctly.

Step 3:

- Open Internet Explorer

- Click on the Gear on the top right, and select "Internet Options"

- Click on the "Security" Tab

- Click on "Trusted Sites"

- Click on "Sites"

- Click to clear the check mar "Require server verification (https:) for all sites in this zone"

- Under Add this website to the zone type *.gotomyerp.com and click on add

- If your portal is other than gotomyerp.com, then add *.yoursite.com

- Click CLOSE and then OK

If you still have a problem, please RERUN THE FILEBRIDGE mapper and retry this solution.

If you keep having this problem after applying the above fix, please contact support

• Related Articles

• FileBridge triggers a windows credential prompt

  Problem: A Windows credential prompt like the one below pops up when working on FileBridge. Solutions: There are 3 potential solutions to resolve this. Solution 1: Refresh Credentials Refresh your credentials in the AppDashboard by clicking on the ...

• Excel prompts for FileBridge Credentials

  Problem When opening an office file (Excel, Word etc.) you get prompted for your FileBridge credentials. This will often happen after a password change. Solution 1 Click on the Windows icon in the taskbar and start typing "Credential Manager" and ...

• Second Credential Prompt on AppDashboard

  Summary When launching an app, a user is presented with another login credential prompt. Cause In most cases, this issue happens if your computer was left on overnight, and your connection to the hosted server times out, requiring additional ...

• Users do not see the latest Paperless , PDF, or FileBridge files on their computer

  Description Users do not see the latest version of PDF, JPG, or text files when they open the files from FileBridge.  Why does this happen? This happens because the user's computer caches the file on their local computer. When the user tries to ...

• Receiving "There is not enough disk space. Free enough disk space, and then try again" when saving files to FileBridge

  Problem: When attempting to save a file on your FileBridge drive, you receive the following message: Reason: This message is most typically seen when the FileBridge Quota is reached. Unless upgraded, all accounts, include FileBridge with a 1Gb quota ...