7. Common questions and problems¶

The top of the window says “Organization account: not signed in”¶

Krywerk only remembers your sign-in until you quit Krywerk. Click the yellow notice or “Sign in now” and sign in in your browser. As long as you are not signed in, team folders without a folder on this computer are missing, as is “Manage”; personal vaults work regardless.

The browser signed me in automatically – with the wrong account¶

If someone is already signed in to the identity provider in the browser, the browser reuses that sign-in without asking. Sign out in the browser (at your organization's identity provider, e.g. Microsoft) and sign in again in Krywerk. The account that is signed in is shown at the top of the Krywerk window.

Krywerk waits up to 5 minutes for the sign-in. Restore the tab (in the browser, Ctrl+Shift+T) and sign in – or wait until Krywerk cancels the sign-in with a message, and try again.

A team folder shows “Folder not found on this device”¶

The folder is not on your computer yet. Check whether it has been shared with you in OneDrive and added as a shortcut to “My files”, and whether OneDrive has finished syncing. Or select it yourself with “Find folder …”.

When opening a team folder, it says access has not been granted yet¶

You have been added, but the person responsible has not granted access yet. Ask them to click “Manage” › “Grant access” in Krywerk.

Changes made by colleagues don't arrive¶

First check whether OneDrive is syncing (OneDrive icon in the system tray). If the changes still don't appear in the drive, or only appear late, turn off the cache under ⚙ Settings › General › Advanced and mount the drive again.

The drive doesn't appear¶

Is it mounted? The list must show “Mounted as …” or “Opened at …”.
On Windows, WinFsp must be installed (chapter 2).
If the chosen drive letter is already taken (e.g. by a network drive), choose a different one or “Automatic” under “Edit”.

I forgot my vault password¶

A personal vault cannot be opened without its password – not even by IT. If the password is remembered in Krywerk, you can keep opening the vault on this computer; in that case, create a new vault and copy the files over.

I lost my unlock code¶

You can keep working on computers that are already unlocked. For a new computer you need the unlock code. Contact your IT administration.

My computer was lost or stolen¶

Report it to your IT administration. Anyone who manages team folders the computer had access to should renew the key after a loss (chapter 5). Personal vaults with a remembered password are protected by your Windows user account – which is why a strong Windows password is important.

The key server cannot be reached¶

Team folders that are already open stay open. To open one without the server you need the recovery key (“Open without server …”, chapter 5) – the person responsible has it.

Can I open team folders on my phone?¶

Not yet. You open personal vaults with the Cryptomator app (chapter 3).