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 includes 5 GB of storage and 20 GB of monthly transfer.

Files show as "Encrypted file (unlock vault)"

Solution: Your file names are encrypted under your vault key. To see the actual names, unlock your vault by entering your master password. Keep the tab open while you work — the vault key stays in memory and is cleared when the tab closes or you sign out.

Decryption fails when downloading

Solution: Ensure your vault is unlocked with your correct master password (case and spacing matter). Common issues:

• Check caps lock is off
• Re-enter your master password to unlock the vault
• If you've forgotten it, use your recovery key to reset it
• 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.