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            Having trouble mapping FileBridge

            Problem:
            When trying to map FileBridge, you receive the "Failed" message.

            Reason:
            There are many reasons this could happen. Here are a few you can check:
            1. Have you recently changed your password? The old password may still be cached in your system.
            2. Have you recently plugged in a new external device? (iPod, External Hard Drive, etc...) which may have taken the drive letter originally assigned to FileBridge?
            3. If this is the first time you are trying to connect to FileBridge, you may have some security software on your computer that is blocking FileBridge, or your corporate firewall is disallowing it.

            Resolution:
            First step to troubleshoot your connection to FileBridge is to connect to your application portal, and login there, to make sure you are typing your password correctly.

            To address issue #1:
            • Please try to restart your computer, and attempt to login to FileBridge again. This will allow any cached credentials to flush out, and start fresh.
            To address issue #2:
            • The FileBridge Mapper utility checks your computer's mapped drives, fixed drives, and removable drives, to find an empty drive letter, and will create a mapping based on that letter:
              • If at any point you have a new network drive, or plug in an external device (an iPod, external Hard Drive, etc...), there is a chance that it will take over the Drive Letter that FileBridge was setup to be mapped on.
            To resolve, you can do one of two things:
            1. Unplug the device that you recently plugged in to your computer. (Or unmap the network drive that is taking up the drive letter)
            2. Re run the FileBridge Mapper utility while you have your new drive letter configurations. This will allow the mapper to find another empty drive letter, and map FileBridge to it. (Learn how to re-run FileBridge Mapper).

            To address issue #3:

            • Creating exceptions on your security software can be drastically different depending on what software you are using. The following 2 conditions need to be met:
              • An exception needs to be added for the MapFileBridge.exe
              • An exception to allow your FileBridge port to connect. That port is different for every client, but can be found in your Company Information Sheet (CIS)
            • If your corporate firewall is  blocking that port, or the file from running, please speak with your IT administrator for assistance in unblocking that.

            If you are still having trouble with getting it successfully mapped, please contact our Support Team.



            Updated: 03 Apr 2017 11:31 AM
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