File Sharing Apps Errors and Resolution in BoldDesk
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This article helps you troubleshoot common File Sharing app errors in BoldDesk. These errors may occur when uploading, retrieving, associating, or deleting shared file attachments, often due to invalid file information, unsupported storage app configurations, attachment size limitations, or invalid conversation references. Use this guide to identify the cause of an error and follow the recommended resolution steps to successfully complete file-sharing operations.
Error Messages and Resolutions
| Error message | When it displays | How to resolve |
|---|---|---|
| Attachment invalid. | An attachment payload contains unexpected, empty, or malformed data. | Re-upload a valid file. If the attachment record is corrupted, remove the attachment and retry the request. |
| Invalid Parameter. | General parameter validation fails during an attachment operation. | Verify all required parameters are present and use the expected data types and formats, then resubmit. |
| Invalid file name | A FileShare attachment FileName fails validation rules (for example, allowed characters or length). | Provide a valid file name that conforms to the platform validation rules, then retry. |
| File name required. | The FileShare attachment FileName field is required but missing. | Add FileName to the request payload, then resubmit. |
| Invalid file URL. | A FileShare attachment FileUrl fails URL format validation. | Provide a valid, accessible URL in FileUrl, then resubmit. |
| File url required. | The FileShare attachment FileUrl field is required but missing. | Add FileUrl to the request payload, then resubmit. |
| Cloud storage type ID required. | The FileShare attachment request is missing CloudStorageTypeId. | Include CloudStorageTypeId for the active file-sharing app (for example, OneDrive or GoogleDrive), then retry. |
| Invalid cloud storage type ID. | The supplied CloudStorageTypeId does not map to an installed/active file-sharing marketplace app. | Use a CloudStorageTypeId for an installed/active file-sharing app, or install the required marketplace app. |
| Marketplace app not found | No file-sharing marketplace app is installed for the requested CloudStorageTypeId during a file share attachment request. | Install and authorize the required file-sharing marketplace app in Admin → Marketplace for the organization, then retry. |
| Invalid file size | The FileShare attachment FileSize value is invalid (for example, negative or non-numeric). | Provide a valid numeric FileSize value that matches the actual file size, then resubmit. |
| The chat conversation does not exist. | A file share attachment references a ChatConversationGuid that does not exist. | Verify ChatConversationGuid is correct. Create/regenerate the attachment using an existing internal chat conversation, then retry. |
| The attachment exceeds the 20MB limit. | The attachment for an internal chat exceeds the 20MB limit. | Remove the file and upload a file that stays under 20MB, then resubmit. |
| Attachment Not Exists. | A retrieve/delete operation targets an attachment that no longer exists or that belongs to a different internal chat. | Refresh the attachment list, use a valid attachment identifier for the current conversation, or recreate the attachment, then retry. |
Field Glossary (API Payload Validation)
| Field name | Meaning in FileShare attachment context |
|---|---|
| FileName | The file name used for the shared attachment. Required for FileShare attachments. Must pass platform file-name validation. |
| FileUrl | The URL pointing to the shared file. Required when the FileShare attachment requires a URL. Must be a valid URL format and accessible. |
| CloudStorageTypeId | Identifier for the installed/active file-sharing marketplace app (for example, OneDrive or GoogleDrive). Required for file-share attachment requests that target a specific storage provider. |
| FileSize | The size of the file being shared (numeric). Must be a valid non-negative number. |
| ChatConversationGuid | Identifier of the internal chat conversation that the attachment is associated with. Must reference an existing conversation. |
Troubleshooting
Validate request payload fields
- Confirm FileName is present and passes file-name rules.
- Confirm FileUrl is present (when required) and is a valid URL.
- Confirm CloudStorageTypeId is present and correct.
- Confirm FileSize is numeric and non-negative.
Validate marketplace app installation and authorization
- Confirm the relevant file-sharing app is installed and authorized for the organization in Admin → Marketplace.
- If Invalid cloud storage type ID or marketplace app not found occurs, verify the requested CloudStorageTypeId matches the installed app.
Validate internal chat conversation context
- Confirm ChatConversationGuid exists and is the correct conversation.
- If the error is Attachment Not Exists., verify the attachment still exists and belongs to the same internal chat conversation.
Validate size limits
Ensure that the total size of attachments does not exceed the cumulative limit of 20MB. The maximum size for a single file is 20MB, and when attaching multiple files simultaneously, their combined size must not surpass 10MB.
