Troubleshoot DFO and Tresorit Drive

This guide will be useful if you have enabled Direct File Open (DFO) or Tresorit Drive before, and you have issues with opening files directly from the Cloud Browser or you cannot access Tresorit Drive (usually T: drive)

📝 Note We are rolling out Tresorit Drive 2.0, which addresses some of the issues listed in this article. Learn more about the 2.0 upgrade here.

Fix network issues from Tresorit

As a first step please visit 'Settings' in the Tresorit for Windows App and confirm that you have DFO and/or Tresorit Drive enabled.

1. Open Tresorit.
2. Navigate to Settings.
3. Click Advanced.
4. Check if Direct File Open (DFO) and Tresorit Drive are enabled.
5. If the toggle buttons are gray, then the app is processing your request at the moment. Wait until Tresorit is done with processing before your proceed.

   

6. If there's an issues detected error message under Tresorit Drive, then you are probably experiencing network issues. The orange ribbon on the bottom of your screen indicates the same issue.

   

7. Start the diagnosis by clicking Resolve issues. You will need administrator rights on your PC to continue.
8. The notification should disappear in a few minutes.

If this didn't didn't solve your issue, read on to continue the diagnosis.

Frequent network connection issues, and how to solve them

Company proxy support

To set up DFO / Tresorit Drive add "drive.tresorit.com" to the proxy exclude list and please also make sure to opt for direct connection. If you are using manual proxy configuration then Tresorit Drive will be added automatically to this exclude list.

📝 Note: drive.tresorit.com points to your local machine [127.0.0.1] where Tresorit runs, so no proxy required to make it work.

If you use your company's proxy then there is a chance that automatic configuration of the exclude might fail. You can check if this if the issue under LAN settings.

1. Open up the Control Panel.
2. Navigate to Internet Properties.
3. Open the Connections tab.
4. Click the LAN settings button on the bottom.
5. Uncheck the box left of Automatically detect settings.
6. Uncheck the box left of Use automatic configuration script.

   

For proxy administrators: Update the PAC file to match the following script.

If needed, consult your proxy server's documentation for further investigation.

WebClient service is not running / installed

Tresorit needs the Windows WebClient Service to run DFO and Tresorit Drive. Check if it's up and running.

1. Open the Services application or execute services.msc from the command line.
2. Search for WebClient.
3. The Status should say Running.
4. The Startup Type should not be Disabled

The WebClient Service is not installed on the server versions of Windows by default.

1. Open the Windows Features application.
2. Turn on the Desktop Experience feature.
3. Restart your computer.

If you cannot reach Tresorit Drive after restarting your machine, set the WebClient service's Startup Type to Automatic.

Known compatibility issues

WebDrive

WebDrive seemingly intercepts and blocks the communication between your machine and Tresorit Drive / DFO. As of now, the only workaround known to us is uninstalling WebDrive.

Broken link in Outlook

When you attach a Tresorit Drive file to an Outlook email, choosing the Share link option will cause a bug in Outlook and recipients won't be able to open your link. If you want to attach Tresorit Drive files, always opt for the Attach as copy option.

Download the Tresorit Drive Diagnostics tool

Still have questions left? Drop us a line