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Frequently Asked Questions
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Technical support is available to FileSphere customers for user and technical enquiries and is charged on a per incident basis.

Before contacting the FileSphere Team, please refer to the FileSphere Help [Start menu > Programs > FileSphere Professional >  Help (or Administration Help)] and these FAQs, for the latest information on FileSphere



Contact Details

Email support*


techsupport at filesphere dot com

Phone support (max ½ hour)


61 2 9453 5422

* The first five email support incidents are free with each FileSphere Professional or FileSphere Personal license purchased

You can email the FileSphere team at  team at filesphere dot comto find out more about FileSphere or contact  sales at fielsphere dot com to request a quote.

If the FileSphere menu is not visible in Word, Excel or PowerPoint, it may be that FileSphere was installed before MS Office or that the Microsoft Office Add-ins were not installed when FileSphere was installed. However, if these Add-ins are installed, you should check below:


To check the Microsoft Office Add-ins are installed:

 (Need to be local administrator of the PC)

Next Step Run the FileSphere Setup.exe from the FileSphere installation CD and select Modify

Next Step If the Microsoft Office Add-in checkbox is not ticked, select it and follow the rest of the steps of the installation wizard. If the Microsoft Office Add-in checkbox is ticked, cancel the installation wizard


To check disable add-ins:

 (Need to be local administrator of the PC)

Next Step Click the Microsoft Office Button(Image of Microsoft Office Button), select Word Options, and then click on Add-Ins.

Next Step Review the “Disabled Application Add-ins” section to see if it is disabled

Next Step If listed, select “Disabled Items” from the “Manage:” drop down list & press the “Go” button

Next Step Then select and press the “Enable” button 

If need be, additional steps can be found at:


This may be the result of a firewall blocking access on one or both of the systems or because the FileSphere Notification service is not running.

To view / start the Notification service

Next Step Right click on the FileSphere icon and select Administration

Next Step Expand the Document Space and select Configuration

Next Step Check the Status of the Notification service

Next Step If the Status is Stopped, right click on Notification and select Start

This is an issue with Windows Explorer caching folders. You haven’t lost any documents, folders or changes. You merely need to refresh your screen by pressing the F5 key on your keyboard.

When FileSphere Services fail to start you may experience: Windows Explorer crashing when you access FileSphere; your computer name may not be displayed in the list of network peers; or you may receive a message, Unable to start FileSphere Services

To start or restart FileSphere Services:

Next Step Open the Windows Control Panel [Windows Start menu > Settings > Control Panel]

Next Step Open Administrative Tools and then open Services

Next Step Scroll and Locate the FileSphere Service

Next Step Right click on the FileSphere Service and select Start (if the service says Started, you will need to Stop the service first and then Start it)

The FileSphere Service will be started

Use FileSphere Retrieval bar with the “Retrieve using values” turned on. If not found, try these other locations:

Next Step Check the Shredder

Next Step Check the Shredder section in FileSphere Administration

Next Step Check the Expiry section in FileSphere Administration

.NET Framework v4 is pre-installed with windows 7 and above.

FileSphere uses .NET FRAMEWORK v4.0

The Microsoft .NET Framework is an important new component of the Microsoft Windows family of operating systems. It is the foundation of the next generation of Windows-based applications that are easier to build, deploy, and integrate with other networked systems. 

If a pdf file is password protected, it prevents the file from being edited and this includes editing its metadata. You will need to remove the password protection before you can add metadata.

Right click on the file you want to open and select View. This will open a read only copy and no new version will be created.

You can use the Ghost Folders button on the Windows Explorer FileSphere toolbar to toggle the display of Ghost Folders on and off for selected folders.

To hide (or display) Ghost Folders for all FileSphere folders:

Next Step: Right click on the FileSphere icon and select Properties and then the Options tab

Next Step: In the Advanced settings window, deselect (or select) the Display ghost folders checkbox and click OK

The Templates space is associated with whichever space is set as your default space. You can set any document space: local, central or network peer to be your default space.

To designate a Document Space as your default:

Next step: Open Windows Explorer and expand FileSphere

Next Step: Right click on the space that you want to be the default and select Set as default Space

The Templates space will now display templates belonging to the selected space.

To add a new user to FileSphere:

Next step: Right click on the FileSphere icon and select Administration

Next step: Expand the Document Space, the Security section and then select Users

Use the ... button adjacent to Name to browse, locate and select the user

Next step: Click OK

Next step: Select the Roles that you want to allow or deny the user to have by selecting the appropriate checkboxes

Next step: Click OK

Optionally, to assign an access level to a new user:

Next step: Select Access Levels under the security section

Next step: Double click on the Access Level that you want to assign to the new user

Next step: Click Add

Next step: Enter the user name and click Check Names

Next step: Select the new user name and click OK

This information is recorded in the Activity Log in the Audit section of FileSphere Administration:

Next Step: Right click on the FileSphere icon and select Administration

Next Step: Expand the Document Space, the Audit section and then select the Activity Log

To help you locate the activity related to the file deletion you can sort the log by any of the columns

Next Step: Click on the Category column heading to sort by category and scroll up or down to locate the activity of Shred 

You can also limit the number of entries displayed by filtering by date:

Next Step: Right click on the Activity Log and select Filter

Next Step: Select the Duration check box, enter a start and a finish date and then click OK

This information is recorded under History in the document's Properties:

Next step: Locate the document in the Document Space, the Shredder, My Workspace or the Search results pane

Next step: Right click on the file you would like to track, select Properties and then the History tab


Next step: For Word, Excel and PowerPoint documents, select Properties  from the FileSphere menu and then the History tab, when the document is open

Details of who opened, edited and returned each version are displayed.

These properties can also be viewed if you select the file in the Shredder, My Workspace or the Search results pane.

Yes, each FileSphere client / server license has one terminal services connection. If you require more than one terminal connection, so that multiple people can connect to the one computer remotely, please contact our sales department to discuss pricing regarding extra terminal service connections.

Expired files are deleted from the Document Space and transferred to the Expired folder in FileSphere Administration 

To access expired files:

Next step: Right click on the FileSphere icon and select Administration

Next step: Expand the Document Space and select Expired

All expired files will be displayed

Next step: You can backup the expired files from here, delete them permanently or reset expiry dates to return them to their Document Space.

Yes, when files are deleted from the Shredder they are transferred to the Shredder section in FileSphere Administration

To access deleted files:

Next step: Right click on the FileSphere icon and select Administration

Next step: Expand the Document Space and select Shredder

All deleted files will be displayed

Next step: You can backup the deleted files from here, delete them permanently or restore them to their Document Space.

You can recover your documents from FileSphere and save them in the Windows file system by running the Document Recovery Wizard prior to uninstalling FileSphere.

Next step: Select Windows Start menu > Programs > FileSphere Professional Document Recovery Wizard.
Follow the instructions in the Wizard.

If you have already uninstalled FileSphere, you will need to reinstall it before recovering your documents; however, if you selected No to keeping your documents when you uninstalled FileSphere, you will not be able to retrieve your documents.

There are various ways to add files to FileSphere:

In the Windows Explorer view of FileSphere

Next step: Drag & drop (or copy & paste) documents of any file type into a Document Space
Select a Document Space, right click in the right hand pane and select Add documents. Browse to locate and select the files you want to add
To create a new document in a Document Space, right click the right hand pane and select New and then the file type. Rename the new document, taking care not to overwrite the file extension if it is displayed.

Microsoft Word, Excel and PowerPoint documents

Next step: When a file to be added is open, select save from the FileSphere menu or click the FileSphere Save button.

Use FileSphere Pickup Folders

Next step: Save into a FileSphere Pickup Folder from within any application. FileSphere pickup folders are set up in the Configuration section of FileSphere Administration

Scan documents directly into the Windows Explorer view of FileSphere.

Next step: If you have a TWAIN compatible scanner connected to your PC, select the Document Space, right click in the right hand pane and select Acquire Images. Follow the scanner software instructions

Create a PDF and save it directly into FileSphere

If the FileSphere PDF Plug-in is installed, by creating a PDF file of any document and saving directly into FileSphere. PDF documents can be added in Adobe Acrobat Professional using FileSphere options within the application.

Next step: Add manually, using FileSphere menu options within Microsoft Outlook
Capture automatically using Microsoft Outlook rules
Capture automatically by setting FileSphere Pickup Folder rules for Microsoft Outlook Inbox, Outbox and Sent Items folders

A new version is created when a document is returned from My Workspace to its Document Space. When a file is opened, it is checked out from its Document Space and transferred to My Workspace. While the file remains in My Workspace, new versions are not created each time the document is saved.

Note: Documents opened from the Document Space are automatically returned when they are closed. To prevent automatic return, before opening the document, send it to My Workspace (right click on the document, select Send and My Workspace, click Yes to check out the document) and then open it from My Workspace. When you close the document, you will be given the option of returning the document or keeping it in My Workspace.

If you want to read a document without creating a new version, instead of opening the document, right click on it and select View. This opens a read only version of the document.

Yes. When developing your schema, as an administrator you can define the properties that can be used to classify documents and restrict users from adding to these, to ensure that information is classified in a uniform manner throughout your organisation.

Yes. FileSphere can automatically capture and classify incoming and outgoing emails and attachments according to project and allow these to be accessed by other users.

Yes, however only one user can check out a document and make changes to it at one time. While a document is checked out, to maintain version control, other users can view a read only copy.

Yes, you can assign a unique ID to documents as a metadata attribute either manually or automatically. For both methods create a property in your classification schema to contain the ID number.

For manual numbering

Next step: Set the property type to be Number (or text if the ID is to be alphanumeric).

Next step: Edit the ID number property when you save the file or by accessing the file's FileSphere Properties.

You can check the ID number you are assigning is unique because as you type a value into the ID number property, previously created ID numbers containing the same characters as you are typing will be displayed. Once no ID numbers are listed you will know that the number you have entered is unique.

For automatic numbering

Next step: Set the property type to be Autonumber. When you save the file, FileSphere will automatically assign a unique number.

Yes, you can customise the metadata attributes you wish to assign to a document to include a brief description or definition.

Yes, FileSphere provides access levels to documents to protect information and ensure confidentiality. FileSphere documents are secured using Microsoft Active Directory users and groups. If you apply user expiry rules to Microsoft Active Directory then the permission in FileSphere will be removed automatically when the user or group expires. FileSphere’s access levels feature also allows for permanent restricted access to documents.

1.  Review classification 
Review the classification schemas and optionally enable and customise one or more business schemas to meet your classification requirements.

2.  Review Security
FileSphere security is built on top of Windows security, which means users access FileSphere documents using their Windows login credentials. Additionally, FileSphere is preconfigured with a number of system-wide role-based access controls that govern the ability to perform certain activities, such as the backup role, finalize role, author role. These role-based access controls are defined in FileSphere Administration and assigned by default to Windows access levels but can also be assigned individually to Windows user or user groups. 

You can add or remove users / user groups and assign roles to specify access privileges for a specified Document Space. These security settings are in addition to, and override, default FileSphere security settings.

3.  Add Network Peer links (optional)
If you are working in a distributed environment and using a Network Peer for central storage or you just have other FileSphere users on your network and want to access their documents directly you can add a link to these document spaces, which will be displayed beneath your document space.

4.  Set up file system pickup folders (optional)
FileSphere Pickup Folders provide you with a location in which you can save documents directly to FileSphere from within non-integrated applications. You can also copy & paste or drag & drop files into Pickup Folders to add them to FileSphere.
You can apply classification to individual Pickup Folders so that documents are automatically classified as they are added to FileSphere from that folder. You can choose to automatically delete files from the Pickup Folder once they have been added to FileSphere.

5.  Set up automatic email pickup (optional)
You can add and classify emails / email attachments automatically by setting up pickup folders or creating rules in Microsoft Outlook.
Emails added to FileSphere are denoted in Microsoft Outlook with the status Mail Imported.
You can choose to automatically delete emails / email attachments from Microsoft Outlook as they are added to FileSphere.

6.  Commence using FileSphere


This occurs because FileSphere has been blocked by Anti-virus &/or a firewall.

Please check your configuration settings and allow / unblock FileSphere if this does not solve your issue try going to the windows services and checking that these labelled services have started “FileSphere Service” and “SQL Server (FILESPHERE)”.

 Install FileSphere if you haven't already done so

Next step: Right click on the FileSphere icon on your desktop and select Properties

Next step: Select the General tab, if it is not already selected

Next step: Click the Registration button

Next step: Select the Specify Product Key radio button

Next step: Copy the license key from the email and paste it into the first product key box

The license key numbers will be automatically distributed into the license key boxes

Next step: Click the Register button

Make sure that you use a different license key for each installation of FileSphere.

Licence keys are sent by email, once payment is received. Please ensure you enter a valid email address when submitting your order.

FileSphere offers a range of training services:

Self Training - FileSphere includes a browser based introduction and quick tour, self-paced training exercise documentation and online help.

Professional Training - FileSphere's training program is an optional service designed to provide comprehensive support for the implementation of FileSphere. Training can be classroom based or tailored to meet your organisation's needs on a one-on-one basis in the office environment. All course materials are included.

A train-the-trainer course is also available to equip your own staff to deliver FileSphere training within your organisation.

Basic FileSphere training in the office environment can be delivered in half a day to a day depending on user numbers and requirements.

No, it is not recommended to do so, because registry cleaners can remove important entries that are needed for FileSphere and other applications to function properly. Registry entries don't always look as if they are related to an application even though they are and unless you know exactly what each registry entry is used for, you can never be sure that you are not deleting something critical to one of your applications.

No, these are available free of charge.

FileSphere uses the Microsoft Indexing service to provide the containing search function. When FileSphere is installed, a new indexing catalogue is added to the Microsoft Indexing services.

FileSphere provides a manual (using a Windows Wizard application) and an automated backup process, allowing you to backup daily as required. If you use the automated system, create a Windows Task Scheduler to automatically access FileSphere’s backup utility (command line) on a daily basis.

View Folders are FileSphere folders. Instead of storing your documents in a traditional hierarchical folder structure, FileSphere simply tags (classifies) your documents and uses the tags to group documents into virtual View Folders.  FileSphere tags, which are made up of property and value pairs provide extensive document classification and retrieval capabilities.  

FileSphere's virtual View Folder and Ghost Folder approach along with the View By function creates a dynamic environment  in which different Views of documents can be created, allowing you to arrange, rearrange and view documents according to their property tags and your particular way of working. You can still create an hierarchy of View Folders, but the added benefit of FileSphere is that you can create the hierarchy in any order and then change the order if required.

Yes. FileSphere provides manual and rule based methods for saving emails, so that only business emails are selected for addition to FileSphere and for viewing by others.

Yes, FileSphere supports Twain compatible scanners. FileSphere pickup folders can also be used to capture incoming faxes, files and images from designated folders in the Windows file system.

You can also set up FileSphere pickup folders on the Windows file system to capture incoming faxes, files and images.

Yes, FileSphere is embedded into the operating system, Windows Explorer & Microsoft Office which will allow you to save directly to FileSphere. 

FileSphere is a zero interface application, which means it is embedded in the operating system, Windows Explorer and Microsoft Office so that there is no new interface to learn. FileSphere is focused on 4 primary functions which facilitate effective management and control over documents. These are:

bulletpoint Intuitive classification and retrieval

bulletpoint Automated version management

bulletpoint Simple collaboration

bulletpoint Effective email management

An electronic document management solution such as FileSphere provides a better way to store and manage your information, helping to increase efficiency and productivity and gain greater benefit and control over the knowledge and information held within your organisation.

System Requirements
Before purchasing a FileSphere product, please make sure your system meets the minimum system requirements and has the required software and integration applications installed.