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Code42 Support

Shared link does not exist or has expired

Applies to:

    Overview

    There are several reasons why the message "The share does not exist or has expired" can appear when accessing a shared link to a file or folder. This article describes possible causes and provides related solutions.

    Related troubleshooting
    If a shared link does not load at all when you try to access it, see our Shared Link Does Not Load troubleshooting article.

    Affects

    SharePlan version 4.1.4 and later

    Before you begin

    Make sure the shared link has not been deactivated due to plan configuration or actions taken by plan members. The message “The share does not exist or has expired” appears when accessing a link if:

    • The linked file or folder was moved, renamed, or deleted
    • The link was disabled by a plan member
    • The link’s expiration date has passed
    • The link has already been accessed the maximum number of allowed times

    Recommended solution: Create a new shared link

    If you don't need to preserve the existing shared link URL, start by asking the user to create a new shared link to the same file or folder. Creating a new shared link might solve the problem if:

    • The existing shared link was deactivated due to plan member activity.
    • The archive that contains the file or folder is not available in your private cloud but is available in the public cloud, or vice versa.

    If creating a new shared link does not solve the problem, try the alternative solution below.

    Alternative solution: Investigate storage-related causes

    If creating a new shared link did not solve the problem or is not an option, you can use the administration console to investigate your private storage for possible enterprise server causes.

    Troubleshooting public cloud storage
    The following steps apply only to private cloud storage. For assistance troubleshooting public cloud storage in your Code42 environment, contact our Customer Champions for CrashPlan PROe support or CrashPlan PRO support.

    Step 1: Find the GUID for the plan

    Look up the GUID for the plan that contains the shared link. You need the plan GUID to perform the additional troubleshooting steps below.

    1. Ask the user that created the shared link to give you the name of the plan that contains the link.
      You need the plan name to find the GUID.
    2. In the administration console, go to Plans.
    3. Click the name of the plan that contains the shared link.
    4. Copy the GUID displayed under the plan name, then paste it into a text file.
      Plan settings

    Step 2: Make sure Store points are available

    A shared link references a specific file or folder stored in a SharePlan archive. This archive is stored on a store point in each offered destination. If an enterprise server receives a request for a file or folder that is not present on one of its store points, the enterprise server redirects the request to an enterprise server that does have the file (in the same destination or a different destination). If all store points that contain the archive referenced by a shared link are unavailable, the message "The share does not exist or has expired" appears when the link is accessed.

    Shared links in hybrid environments
    Shared links cannot be redirected between your private cloud and the Code42 public cloud. This is only a concern if no available enterprise servers in your private cloud destinations have the file referenced by a shared link. For example, if you try to access a shared link that points to your private cloud while all enterprise servers that store the file are unavailable, link redemption fails even if the Code42 public cloud contains the file.
    1. In the administration console, go to Destinations > Store Points.
    2. Make sure all of the store points are online.
    3. If a store point is offline, determine if it contains the plan.
      1. Click the Stored value for the offline store point.
        A list of archives contained by the store point appears.
        Store point archives
      2. Look for the GUID you recorded in Step 2.
        If the GUID appears in the list of archives, the file or folder referenced by the shared link may be unavailable because the store point is offline. Take the necessary steps to bring the store point back online.

    Step 3: Determine if the plan archive is migrating

    A shared link cannot be accessed while the archive that contains the referenced file or folder is being migrated from one store point to another. This is only a concern if your Code42 environment only has a single destination. If your Code42 environment has multiple destinations, a shared link can retrieve the file from any of the available destinations.

    1. In the administration console, go to Destinations > Store Points.
    2. Check the first store point to see if the archive is migrating.
      1. Click the name of the store point.
        The store point details appear. If one or more archives are currently being migrated to or from the store point, Balancing Commands and Activity displays migration information.
        Store point details screen showing an archive migration
      2. Look for the plan GUID under Balancing Commands and Activity.
        If the plan GUID is listed, the file or folder referenced by the shared link may be unavailable because the migration is taking place. When the migration finishes, the shared link resumes working.
    3. Repeat Step 2 for each additional store point.