Troubleshooting guide

I see "Passphrase too weak" or entropy errors

Solution: Your passphrase must be at least 12 characters and achieve 50 bits of entropy. Use the strength meter in the encryption modal to guide you. Consider using the built-in passphrase generator or add more symbols and numbers to your passphrase until the meter shows "strong."

"Unsupported encryption format" or "Invalid encryption proof"

Solution: Always use ShieldFive's built-in encryption modal to encrypt files. If you see this error:

1. Ensure you're using the latest version of ShieldFive
2. Re-encrypt the file using the encryption modal
3. Don't manually modify encrypted files
4. Upload immediately after encryption

Storage or transfer limit errors

Solution: Check your current usage in Settings → Billing. To resolve:

• Storage limit: Delete files you no longer need or upgrade your plan

• Transfer limit: Wait for your 30-day cycle to reset or upgrade to a plan with more bandwidth

The free plan caps at 20 GB for both storage and monthly transfer.

Files show as "Encrypted file (set vault key)"

Solution: Your file names are encrypted with your vault master key. To see the actual names:

1. Open the encryption modal
2. Enter your vault master key
3. Keep the tab open while the vault key is active

File names will immediately decrypt and become searchable.

Decryption fails when downloading

Solution: Ensure you're using the exact passphrase (case and spacing matter). Common issues:

• Check caps lock is off
• Verify you're using the correct passphrase for this file
• If using vault key, make sure it's the same one used during upload
• Don't rename encrypted files - keep the original extension

Share link shows expired, download limit, or forbidden

Solution: The error message tells you what's wrong:

• Expired or download limit: The link owner needs to create a new share link

• Forbidden (country): Your location isn't in the allowed countries list

• Forbidden (other): The file owner's bandwidth quota may be exceeded

Contact the person who shared the link for a new one with updated settings.

Uploads stall or fail mid-way

Solution: Keep your browser tab active during encryption and upload:

• Don't switch tabs or minimize the browser
• Ensure you have a stable internet connection
• If you see a rate limit error, wait 60 seconds

• For very large files, encryption can take several minutes - watch the progress bar

If an upload fails, you can safely retry from the encryption modal.