If you or your recipient see a Failed Decryption message when opening a shared link, it means the files are still being processed and have not fully encrypted yet.
This is usually a temporary issue that resolves automatically once encryption is complete.
Why this happens:
This error can occur when:
The recipient attempts to access a shared link too soon, before the encryption process has finished.
The link owner hasn’t yet signed in to the web panel, which is required to complete encryption.
In short, the files are still being processed in the background.
How to fix it:
For the recipient:
Wait 10 minutes, then try opening the link again.
If the issue continues, contact the link owner and ask them to sign in to their Sync account to ensure the link finishes encrypting.
For the link owner:
-
Sign in to the web panel.
- Signing in will trigger the encryption process to complete for your shared files.
Wait a few minutes, then have the recipient try opening the link again.
Still seeing the error?
If the error persists after waiting 10 minutes:
Verify you can access the files directly from your Sync account.
Try creating a new shared link and share it again.
If the problem continues, contact our support team for further assistance.