Troubleshooting

Solutions to common issues with LeapFILE web client, desktop client, and Outlook plugin.

General Issues

Error: "This Account Has Been Disabled"

Cause: Your account was disabled due to inactivity or by an administrator.

Solution:

Contact your LeapFILE account administrator and ask them to re-enable your account:

1. Administrator goes to Account Settings → Users → Accounts
2. Clicks your name
3. Clicks the Enable button

Security Policy

LeapFILE support cannot enable accounts for security reasons. Only your account administrator can do this.

Prevention: Check if automatic disabling is enabled under Account Settings → Security → Password (Disable inactive accounts policy). Your administrator can adjust the inactivity period or disable this feature entirely.

Error: "Download Link Error" / Broken Download Links

Cause: Session expired, browser cache issues, or security software blocking access.

Solutions:

1. Clear browser cache using refreshyourcache.com
2. Copy and paste the URL directly into a new browser tab instead of clicking the link
3. Check antivirus/firewall settings - ensure they're not blocking LeapFILE
4. For LeapFILE users: Log in directly and access files from Incoming Transfers
5. Request a new link from the sender if the original has expired

Error: "Security Session Expired"

Cause: You bookmarked a LeapFILE page that contains a session ID, which expires after 15 minutes of inactivity.

Solution:

Always bookmark only your company's base URL (e.g., https://mycompany.leapfile.net), not internal page URLs with session IDs.

To fix an existing bookmark:

Internet Explorer: 1. Press Ctrl+D to open favorites 2. Press Alt+C to access favorites 3. Right-click the LeapFILE URL 4. Select Properties 5. Replace the entire URL with your base URL

Chrome: 1. Open Bookmarks → Bookmark Manager 2. Find the LeapFILE bookmark 3. Click the dropdown and select Edit 4. Update the URL to the base domain

Firefox: See Firefox bookmark management guide

Email Notifications Not Arriving

Cause: Email from no_reply@leapfile.com is being filtered to spam or blocked.

Solutions:

1. Check spam/junk folders
2. Add to safe sender list:
3. Add no_reply@leapfile.com to your email client's safe senders
4. Contact IT to whitelist the domain
5. Create an Outlook rule to move notifications to a dedicated folder:
6. Open an email from no_reply@leapfile.com
7. Go to Message → Rules → Create Rule
8. Check From [sender]
9. Check Move the item to folder
10. Select or create a LeapFILE folder
11. Click OK

Slow Upload or Download Speeds

Causes: Network connection, file size, browser limitations, or server load.

Solutions:

1. Use the Desktop Client for large files - it's faster and more reliable
2. Check your internet connection - test speed at speedtest.net
3. Try during off-peak hours - server load may be high during business hours
4. Disable VPN temporarily if upload speeds are unusually slow
5. Check firewall/proxy settings - they may be throttling connections
6. Use Enhanced Upload - click the Enhanced Upload button for better performance

Desktop Client Issues

Try Ask Leapfile first

The latest LeapFILE Desktop Client includes 🤖 Ask Leapfile in the tray menu — an in-product AI assistant that can read your local logs, walk through common problems, and perform fixes on your machine. For most desktop client issues, this is the fastest way to get help. See Ask Leapfile in the Desktop & Outlook guide.

Error: Invalid Login / Invalid APIKey

Cause: Desktop client credentials are outdated, usually after a password change.

Solution:

1. Right-click the LeapFILE icon in the system tray
2. Select Logout
3. Right-click again and select Login
4. Enter your LeapFILE URL
5. Enter your email and new password

Error: Authentication Option is Currently Disabled

Cause: Your administrator disabled a specific security option you selected for a transfer.

Solution:

Option 1: Restart the application 1. Right-click the LeapFILE icon and select Exit 2. Relaunch from the Start Menu to sync latest settings

Option 2: Contact administrator Ask your administrator to re-enable the option: 1. Go to Account Settings → Transfer → Downloaders 2. Enable the required authentication method 3. Click Save

Error: Unable to Connect / "Establishing Authentication Session"

Cause: Firewall, proxy, anti-virus, or web filter blocking the desktop client.

Solution:

Contact your IT department and provide this whitelist information:

Executables to whitelist: - LeapFileDesktopClient.exe - LeapFileComhub.exe

Network requirements: - Port: 443 (HTTPS) must be open - Domains: api.leapfile.net, fileexchange.leapfile.net, *.leapfile.com, *.leapfile.net - IPs: 54.227.253.124 and 174.129.208.74

Test connectivity:

Visit these URLs in a browser - a blank page indicates success: - https://api.leapfile.net/services/rest - https://fileexchange.leapfile.net/services/rest

Configure proxy settings:

If you're behind a corporate proxy: 1. Right-click the LeapFILE system tray icon 2. Select Options → Connection 3. Enter proxy server details 4. Click OK

Error: Waiting for LeapFILE ComHub to Start Timed Out

Cause: The LeapFILE service is stopped or blocked by another application.

Solution:

Step 1: Check antivirus Ensure your antivirus is not blocking: - LeapFileComHub.exe - LeapFileDesktopClient.exe

Add these to your antivirus exceptions/whitelist.

Step 2: Start the service manually 1. Press Windows+R 2. Type services.msc and press Enter 3. Find LeapFILE ComHub Service 4. Right-click and select Properties 5. Set Startup type to Automatic 6. Click the Recovery tab 7. Set all failure actions to Restart the Service 8. Click OK 9. Right-click the service and select Start 10. Reboot your computer

Step 3: Complete reinstall (if needed)

If the issue persists: 1. Uninstall LeapFILE Desktop Client 2. Delete C:\Program Files (x86)\LeapFILE 3. Delete C:\Users\<username>\AppData\Roaming\LeapFILE 4. Delete registry keys (use caution): - HKEY_LOCAL_MACHINE\Software\LeapFILE - HKEY_CURRENT_USER\Software\LeapFILE 5. Reboot 6. Reinstall the desktop client

Failed Transfers via Desktop Client

Check the Transfers List:

1. Right-click the LeapFILE system tray icon
2. Select Transfers List
3. View the status of your transfer

Common errors and solutions:

Error 1: Invalid Login - See "Invalid Login / Invalid APIKey" above

Error 2: Failed Invalid Request - See "Authentication Option is Currently Disabled" above

Note

Failed transfers must be resent. There is no retry function.

Network Error / Failed to Connect (After Microsoft Update)

Cause: A Microsoft update caused connectivity issues for some users.

Solution:

1. Close all Office applications
2. Download the latest LeapFILE Desktop Client from your account
3. Run the installer
4. Select Repair when prompted

Outlook Plugin Issues

Outlook Plugin Missing or Not Visible

Solution 1: Enable the add-in

1. In Outlook, go to File → Options → Add-ins
2. At the bottom, select COM Add-ins from the dropdown
3. Click Go
4. Check the LeapFILE Add-in box
5. Click OK
6. Wait 5 seconds
7. Restart Outlook

Solution 2: Enable from Disabled Items

If the add-in was disabled by Outlook:

1. Go to File → Options → Add-ins
2. Select Disabled Items from the dropdown
3. Click Go
4. Select the LeapFILE Add-in
5. Click Enable
6. Wait 5 seconds
7. Restart Outlook

Outlook Keeps Disabling the Plugin

Cause: Outlook's security measures mistakenly flag LeapFILE as slow or problematic.

Solutions:

Option 1: Run Outlook as Administrator (when enabling the add-in)

Option 2: Always enable this add-in When Outlook shows the "Slow and Disabled COM Add-ins" dialog, check Always enable this add-in.

Option 3: Modify registry (advanced)

Registry Editing

Exercise extreme caution when editing the Windows registry. Incorrect changes can cause system issues.

Adjust the LoadBehavior value:

1. Press Windows+R
2. Type regedit and press Enter
3. Navigate to: HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\LeapFILE
4. Double-click LoadBehavior
5. Change the value to 3
6. Click OK
7. Restart Outlook

Option 4: Modify Resiliency keys (advanced)

For Office 2010/2013/2016:

1. Open Registry Editor
2. Navigate to: HKEY_CURRENT_USER\Software\Microsoft\Office\[version]\Outlook\Resiliency
3. Office 2010: version = 14.0
4. Office 2013: version = 15.0
5. Office 2016/2019: version = 16.0
6. Under DisabledItems, remove any LeapFILE entries
7. Under DoNotDisableAddinList, add a new DWORD value:
8. Name: LeapFILE.addin
9. Value: 1
10. Restart Outlook

Error: Redemption.dll Not Registered (64-bit Plugin)

Cause: Outlook launched before the 64-bit plugin installation completed.

Solution: Complete Reinstall

1. Close all Office applications
2. Uninstall:
3. LeapFILE Desktop Client
4. LeapFILE x64 add-in
5. Delete installation folders:
6. C:\Program Files (x86)\LeapFILE
7. C:\Program Files\LeapFILE
8. Delete from Documents: Add-in Express folder
9. Delete C:\Users\<username>\AppData\Roaming\LeapFILE
10. Delete registry keys (use caution):
11. HKEY_CURRENT_USER\Software\LeapFILE
12. HKEY_LOCAL_MACHINE\Software\LeapFILE
13. HKEY_LOCAL_MACHINE\Software\WOW6432node\LeapFILE
14. Any Outlook Add-ins references to LeapFILE
15. Repair Microsoft Office:
16. Use the official tool: aka.ms/diag_officeuninstall
17. Reboot your computer
18. Install LeapFILE Desktop Client
19. Immediately install the 64-bit add-in (do not open Outlook first)
20. Launch Outlook

Outlook Plugin Not Sending Large Files

Cause: The size threshold may be set incorrectly or disabled.

Solution:

1. In Outlook, click the LF Options button
2. Check Use threshold
3. Verify the size setting (default: 5 MB)
4. Adjust if needed
5. Click OK

Installation Issues

Error: .NET Framework Required

Cause: .NET Framework 3.5 is not installed or enabled.

Solution:

1. Press the Windows key
2. Type Windows Features
3. Press Enter
4. Check .NET Framework 3.5 (includes .NET 2.0 and 3.0)
5. Click OK
6. Reboot if prompted
7. Retry the LeapFILE installation

Note

An internet connection is required to download .NET Framework components.

Installation Hangs or Fails

Solutions:

1. Close all Office applications before installing
2. Run installer as Administrator:
3. Right-click the installer
4. Select Run as administrator
5. Disable antivirus temporarily during installation
6. Check disk space - ensure you have at least 500 MB free
7. Reboot and try again

Uninstalling LeapFILE

To completely remove the desktop client and Outlook plugin:

Step 1: Uninstall via Control Panel

1. Close all Office applications
2. Go to Control Panel → Programs and Features (or Settings → Apps)
3. Uninstall LeapFILE Desktop Client
4. Uninstall LeapFILE 64-bit Plugin (if installed)

Step 2: Delete Program Files

Delete these folders: - C:\Program Files (x86)\LeapFILE - C:\Program Files\LeapFILE (if it exists) - C:\Users\<username>\Documents\Add-in Express - C:\Users\<username>\AppData\Roaming\LeapFILE

Step 3: Delete Registry Keys (Optional but Recommended)

Registry Editing

Exercise caution when editing the Windows registry. Incorrect changes can cause system issues. See Microsoft's registry guide.

Delete these registry keys: - HKEY_CURRENT_USER\Software\LeapFILE - HKEY_LOCAL_MACHINE\Software\LeapFILE - HKEY_LOCAL_MACHINE\Software\WOW6432node\LeapFILE

Step 4: Reboot

Reboot your computer to complete the uninstallation.

Step 5: Reinstall (if needed)

1. Log in to your LeapFILE account
2. Download the latest installer
3. Follow the installation steps in the Desktop & Outlook guide

Web Client Issues

Upload Fails or Doesn't Start

Solutions:

1. Check file size:
2. Browser limit: 2-4 GB per file
3. Use Enhanced Upload for larger files
4. Use Desktop Client for files over 4 GB
5. Check browser compatibility:
6. Chrome, Firefox, Edge, Safari are recommended
7. Internet Explorer is no longer supported
8. Disable browser extensions that might interfere
9. Clear browser cache and cookies
10. Try a different browser

Downloads Launch Files Instead of Saving

Cause: Browser settings automatically open certain file types.

Solution:

Right-click the download link and select: - Save Link As... (Chrome, Firefox) - Save Target As... (Internet Explorer) - Download Linked File (Safari)

Can't Access Repositories or Portals

Cause: Features may be disabled in your account.

Solution:

Contact your account administrator to enable: 1. Go to Account Settings → Account → Features 2. Enable Repositories and/or Portals 3. Click Save

When disabled, the Repositories and Portals links don't appear in the top menu.

Performance Optimization

Improve Upload Speeds

1. Use the Desktop Client instead of the web interface
2. Upload during off-peak hours (early morning or evening)
3. Close unnecessary applications using bandwidth
4. Connect via Ethernet instead of Wi-Fi if possible
5. Disable VPN temporarily if speeds are unusually slow

Improve Download Speeds

1. Use a wired connection instead of Wi-Fi
2. Download files individually rather than all at once
3. Use the Desktop Client for large files
4. Check your internet speed at speedtest.net
5. Contact your ISP if speeds are consistently slow

Getting Additional Help

If you've tried these solutions and still have issues:

Collect Information

Before contacting support, gather:

1. Error messages: Screenshot or exact text
2. LeapFILE version: From About dialog or installer filename
3. Operating system: Windows version
4. Office version: 32-bit or 64-bit (if using Outlook plugin)
5. Log files: See FAQ for log file locations

Contact Support

• Email: support@leapfile.com
• Include:
• Description of the issue
• Steps to reproduce
• Error messages
• Log files (if requested)
• System information

Contact Your Administrator

For account-related issues: - User account disabled - Permission issues - Feature enablement - Password resets

Contact your LeapFILE account administrator, not LeapFILE support.

Video Tutorials

Watch troubleshooting videos:

LeapFILE Video Tutorials

Additional Resources

• Getting Started Guide - Basic usage instructions
• Desktop & Outlook Guide - Installation and configuration
• FAQ - Common questions and answers
• Administration Guide - For administrators