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 encryption has finished.
- The link is large and needs more time to process.
- The shared link needs to be managed to refresh its encryption status.
Links work best when they are 20 GB or under. Larger links may take longer to encrypt or may be more likely to run into issues.
How to fix this:
For the recipient:
- Wait about 10 minutes, then try opening the link again.
- If the issue continues, contact the link owner and ask them to check the shared link.
For the link owner:
-
Sign in to the web panel.
- Signing in will trigger the encryption process to complete for your shared files.
- Give Sync about 10 minutes to complete encrypting the link.
- Try managing the link:
- Click the three dots icon beside the linked item.
- Select Manage link.
- You may see a message that Sync is encrypting the link.
- Once encryption is complete, check the link again.
- If the issue continues, try creating the link from your Sync folder instead. The Sync desktop app can encrypt shared links faster than the web panel.
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.