https://man.liquidfiles.com
LiquidFiles Documentation

Every so often we get questions like: Someone has sent me a file and I can't access it and it's really urgent, can you help. Or I've sent file to someone and they've said they haven't got it, can you look into why they haven't got it?

Unfortunately — there is nothing that we (LiquidFiles support) can do to help, unless you're one of the administrators of a particular LiquidFiles system.

Where are your files/data?

LiquidFiles is not a cloud service. LiquidFiles is a product our customers install in their own data centre, on their own servers, in their own network, behind their own firewall(s) and other security devices.

We (LiquidFiles support) cannot see or access your files/data. We cannot see what's being sent, to whom and when. In fact, the security assurance that your files are not accessible by us, or shared by any other company, is often one of the key decisions why our customers are our customers.

What do I need to do?

If you can't access your files, what you need to do would be to:

  1. Contact the sender of the secure message.
  2. If the sender can't assist they will need to contact their IT department that can troubleshoot what's going on inside their environment, including any potential issues with LiquidFiles, or how they have configured LiquidFiles in their environment.
  3. If the IT department need assistance troubleshooting anything in regards to LiquidFiles, they can contact LiquidFiles support and we can provide assistance to the IT department where in LiquidFiles to look for troubleshooting, or how configure LiquidFiles so that it works the way they want it to.
If we (LiquidFiles support) could actually do anything to assist you (if you're not an administrator), security would have been compromised and LiquidFiles would not work as it should.

An Anology of how LiquidFiles work

To use an analogy, if someone sent you a file and you can't access it, asking us is the equivalent of calling up Toyota and say "I had a couple of removalists moving some stuff for me today and I saw they where using a Toyota truck — can you check what's happening with that?" And of course, the Toyota car company has no idea what's happening with their trucks and instead you need to contact the company that's using the truck to see what's happening. Or in the LiquidFiles case, you will need to contact an Administrator of the LiquidFiles system, or possibly the sender of the files that can contact the Administrators of the LiquidFiles system in question. We have as little info what's going on inside each LiquidFiles system as Toyota has with the trucks or cars after they've sold them.