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"This item couldn't be found. If you received this item via a shared link, request a new direct link for access." Generic Error | Error Accessing Generated Link to Shared Folder | Unable to Access Drive Data | Blank Drive Page

"This item couldn't be found. If you received this item via a shared link, request a new direct link for access." Generic Error | Error Accessing Generated Link to Shared Folder | Unable to Access Drive Data | Blank Drive Page

The "This item couldn't be found. If you received this item via a shared link, request a new direct link for access." error message is generic and can represent different issues in the Drive. If the instructions below do not apply, refer to this knowledge base article for additional Drive troubleshooting information: https://preveil.atlassian.net/wiki/spaces/ESD/pages/2389901321

Error Accessing Generated Link to a Shared Folder or File

image-20250801-151900.png

If using the https://preveil.atlassian.net/wiki/spaces/ESD/pages/2582872110 functionality, and a link is sent to someone who does not have access to the shared folder or file, this error pop up notification will appear when the link is accessed by the user:

image-20250801-151758.png

Solution

Ensure that the end-user has permission to access the linked shared folder or file. If the user does not, share the folder with their username.

 

Unable to Access Drive Data | Blank Drive Page

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One problem may involve the Key Menu (PreVeil Quick Links icon) not running in the system tray of the taskbar on Windows or in the Mac menu bar.

 

Troubleshooting

Windows

  1. Navigate to the system tray in the Windows taskbar on the primary desktop screen and check if the Key Menu icon is present.

    1. Key Menu in System Tray-20250708-121935.png

       

    2. If the Key Menu is not visible in the main system tray, click on the arrow icon highlighted below to expand your system tray.

      image-20240103-163303.png

       

  2. If the Key Menu is not running, open File Explorer and navigate to the following directory:

    1. C:\PreVeil\key_menu

  3. In this directory, run the KeyMenu application as shown below:

    1. image-20250730-202905.png

       

  4. The Key Menu icon should then appear in the system tray of the taskbar and a CUI notification banner (if a member of an organization) will also pop up.

  5. Navigate to the PreVeil web browser interface and refresh the Drive tab.

  6. To ensure that the Key Menu starts automatically upon the next device reboot, refer to the instructions for https://preveil.atlassian.net/wiki/spaces/ESD/pages/4195516458.

Mac

  1. Check that the Key Menu icon is running in the upper right-hand side of the Mac menu bar as shown below:

    1. image-20250730-203319.png

  2. If the Key Menu is not running, navigate to the following directory in Finder:

    1. Applications\PreVeil\key_menu

  3. In the key_menu directory, double-click on the PreVeil Key application. This should launch the Key Menu and run it in the Mac menu bar.

    1. image-20250801-141634.png

       

  4. Navigate to the PreVeil web browser interface and refresh the Drive tab.