Some emails you receive contain links instead of attached files. The sender's organization uses mxHERO to store attachments safely in the cloud and send you a link to each file. This page shows how to open those files.
What the email looks like
Instead of (or as well as) the usual paperclip attachments, you'll see one or both of these:
- Links in the message, usually at the top, one for each file.
-
An attached file named
attachments.pdf. Open it to see a list of the files with a link to each one.
Each link opens the file in your web browser. Some emails have one link to a folder that holds all the files.
Note: If you see a file named
unverified-attachments.pdf, it was not created by mxHERO. Treat it with the same care as any unexpected attachment.
Open a file
- Click the file's link in the email, or open
attachments.pdfand click the link there. - Your browser opens the file. What happens next depends on how the sender protected it:
| What you see | What to do |
|---|---|
| The file or folder opens | Nothing else. You can view it and, if allowed, download it. |
| A request for a password | Find the separate email with the password and type it in. See Password-Protected Emails. |
| A request to sign in | Sign in as described below. |
| A Box, OneDrive, SharePoint, Google Drive, Egnyte or Dropbox page | Follow that service's steps. You may need to sign in with the email address the message was sent to. |
Sign in to open a file
Some links open only for you, or only for people at a certain organization. If you're asked to sign in on an mxHERO page, choose one of the options shown:
Use a Verification Code
- Enter the email address the message was sent to.
- Check your inbox for an email from
noreply@notifications.mxhero.comwith the subject "Your mxHERO share authorization code". - Enter the 6-digit code. The code works for 10 minutes and only once. If it expired, click Re-send code.
Sign-In Using Google or Sign In using Microsoft
Sign in with the Google or Microsoft account that uses the same email address the message was sent to.
If you sign in with a different address, such as a personal account or another address that forwards to you, you'll see a message that you're not authorized. Sign in again with the right address, or use a verification code.
View or download
- Most common files (PDF, Word, Excel, images, text and MP4 video) open as a preview in your browser.
- To keep a copy, click Download (or Download file). Some senders allow viewing only; then there's no download button.
- For a folder, you'll see a list of files with a Download button for each.
How long links work
Links often stop working after a set time, for example 7 days. After that you'll see "The file does not exist or has expired". Ask the sender to send the file again.
Troubleshooting
| Problem | What to do |
|---|---|
| "The file does not exist or has expired" | The link expired or was withdrawn. Ask the sender for a new one. |
| The code email doesn't arrive | Check your junk or spam folder. Wait a minute and click Re-send code. If your company filters email, ask your IT team to allow noreply@notifications.mxhero.com. |
| "Invalid verification code" or "Expired verification code" | Request a new code and enter it right away. |
| Told you're not authorized | Sign in with the exact address the email was sent to. |
| The link doesn't open at all | Your company's web filter may be blocking it. Ask your IT team to allow *.mxherocloud.com and auth.mxherocloud.com. |
| "Preview unavailable" | Click Download file to open the file on your computer. |
If none of this helps, reply to the sender. They can resend the file or ask their administrator for help.
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