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Authentication Issues

Symptoms:
  • Login fails with “INVALID_LOGIN” error
  • “User locked out” message
Solutions:
  1. Verify credentials: Double-check username, password, and security token
  2. Password + Token: Ensure password and token are in separate fields (don’t concatenate)
  3. Reset token: Get a fresh security token from Salesforce Settings
  4. Check account status: Verify your Salesforce account isn’t locked or deactivated
  5. Try web login: Log in to Salesforce in a browser to verify credentials work
  6. Contact admin: If locked, contact your Salesforce administrator
Symptoms:
  • “Connection timeout” error
  • “Network error” or “Failed to connect”
Solutions:
  1. Check internet: Verify you have a stable internet connection
  2. Firewall/VPN: Ensure firewall or VPN isn’t blocking *.salesforce.com
  3. Correct environment: Verify you selected the right environment (Production/Sandbox/Custom)
  4. Custom domain: For My Domain, ensure URL is correct and includes https://
  5. Try browser: Access Salesforce in a browser to rule out connectivity issues
Symptoms:
  • “API_DISABLED_FOR_ORG” error
  • “User does not have API access”
Solutions:
  1. Check profile permissions: Contact admin to enable “API Enabled” on your user profile
  2. Permission set: Admin may need to assign an API-enabled permission set
  3. Trial org: Some Salesforce trial orgs don’t have API access
Symptoms:
  • 2FA prompt appears but can’t be completed in FileFetch
Solutions:
  1. Trusted IP: Add your IP address to Salesforce Network Access (trusted IPs)
  2. Contact admin: Ask admin to whitelist your IP in Salesforce Setup
  3. OAuth (coming soon): OAuth 2.0 support will handle 2FA in future release

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Query Issues

Symptoms:
  • Query executes successfully but returns 0 files
Solutions:
  1. Check filters: Remove or broaden filters (date range, file type, etc.)
  2. Verify data exists: Check in Salesforce that files matching your criteria exist
  3. Permissions: Ensure you have access to view the files (sharing rules, etc.)
  4. Export type: Verify you’re querying the correct type (Files vs Attachments)
  5. Related object: If filtering by object, check that files are actually linked to that object
Symptoms:
  • “Unexpected token” or “syntax error” in Power Mode
Solutions:
  1. Check spelling: Common typos like SELCT instead of SELECT
  2. Verify field names: Ensure field API names are correct (e.g., Title not Name for Files)
  3. Check operators: Use = not ==, proper quoting for strings
  4. Required fields: Include Id and ContentDocumentId (for Files)
  5. Copy from examples: Use queries from SOQL Examples
Symptoms:
  • Query hits Salesforce 2000-row limit
Solutions:
  1. Add filters: Use date ranges or other filters to narrow results
  2. Multiple queries: Run separate queries for different date ranges
  3. CSV Import: If you have a list of IDs, use CSV Import instead
  4. Batch approach: Export in batches (e.g., monthly) rather than all at once
Symptoms:
  • “No such column ‘FieldName’ on entity ‘ContentVersion’”
Solutions:
  1. Verify field exists: Check the field exists in Salesforce for that object
  2. API name: Use the API name, not the label (e.g., ContentSize not File Size)
  3. Custom fields: Custom fields need __c suffix (e.g., Category__c)
  4. Object type: Some fields only exist on ContentVersion, not Attachment (and vice versa)
  5. Check reference: See Salesforce Objects for field lists

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CSV Import Issues

Symptoms:
  • “No valid IDs found in CSV” error
Solutions:
  1. ID format: Ensure IDs are 18-character Salesforce IDs
  2. Correct prefix: Files should start with 069, Attachments with 00P
  3. Column name: Include header row with ContentDocumentId or Id
  4. No extra spaces: Remove leading/trailing spaces from IDs
  5. Check sample: Test with a known-good ID first
Symptoms:
  • CSV loads but many files show “not found or no access”
Solutions:
  1. Check permissions: Verify you have access to those files in Salesforce
  2. Wrong org: Ensure IDs are from the org you’re currently logged into
  3. Deleted files: Files may have been deleted since the CSV was created
  4. ID type mismatch: Using ContentDocument IDs when in Attachments mode (or vice versa)
Symptoms:
  • CSV file upload fails or is rejected
Solutions:
  1. Size limit: CSV must be under 5MB
  2. Reduce rows: Split into multiple smaller CSVs
  3. Remove columns: Keep only the ID column to reduce file size
  4. Paste instead: Try pasting content directly instead of uploading

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Export/Download Issues

Symptoms:
  • “Download timeout after 120 seconds”
  • Some files fail with timeout
Solutions:
  1. Increase timeout: Go to Settings → Download Timeout and increase (e.g., 300 seconds)
  2. Large files: Very large files may need longer timeout
  3. Reduce concurrency: Lower concurrent downloads in Settings (e.g., from 10 to 5)
  4. Internet speed: Check your internet connection speed
  5. Retry failed: Use Export History to retry failed downloads
Symptoms:
  • Downloaded files are empty or won’t open
Solutions:
  1. Check source: Verify file is valid in Salesforce
  2. Disk space: Ensure you have enough free disk space
  3. Retry download: Delete the file and re-export
  4. Antivirus: Temporarily disable antivirus and retry
  5. Different folder: Try exporting to a different location
Symptoms:
  • Progress bar stops moving
  • Export appears frozen
Solutions:
  1. Wait: Some files may be large and take time
  2. Check logs: Open Export History to see what’s happening
  3. Cancel and retry: Click Cancel, then retry the export
  4. Reduce batch size: Export fewer files at once
  5. Check connection: Ensure stable internet throughout export
Symptoms:
  • “Permission denied” when trying to save files
  • Files fail to save to disk
Solutions:
  1. Check folder permissions: Ensure FileFetch can write to export directory
  2. Choose different folder: Change export location in Settings
  3. Run as admin: On Windows, try running FileFetch as administrator
  4. Disk full: Check if your disk is full
  5. Path length: On Windows, ensure export path isn’t too long (260 char limit)
Symptoms:
  • Files with same name overwriting each other
  • Expected duplicates not appearing
Solutions:
  1. Check duplicate setting: Verify “Append ID” is enabled in Export Configuration
  2. Grouped exports: If grouping by record, duplicates only apply within each folder
  3. Review summary: Check _Export_Summary.txt for duplicate handling report
  4. Re-export: Re-run export with correct duplicate handling setting

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Application Issues

Symptoms:
  • App crashes immediately on launch
  • Window appears then closes
Solutions (macOS):
  1. Check Gatekeeper: Right-click → Open to bypass security
  2. Reset preferences: Delete ~/Library/Application Support/app.filefetch.filefetch
  3. Reinstall: Uninstall and download fresh copy
  4. Console logs: Check Console.app for crash reports
Solutions (Windows):
  1. Run as admin: Right-click → Run as administrator
  2. Reinstall: Uninstall and download fresh installer
  3. Event Viewer: Check Windows Event Viewer for errors
  4. Antivirus: Whitelist FileFetch in your antivirus
Symptoms:
  • UI stops responding during export
  • Can’t click buttons or interact with app
Solutions:
  1. Wait: Large exports may temporarily freeze UI - give it time
  2. Force quit: Quit app and restart (exports are saved in history)
  3. Reduce load: Export fewer files at once
  4. Update app: Check for updates (may fix performance issues)
  5. Restart computer: Sometimes helps with resource issues
Symptoms:
  • Update download fails
  • Update won’t apply after restart
Solutions:
  1. Manual download: Get latest version from filefetch.app/download
  2. Full uninstall: Remove app completely, then install new version
  3. Check permissions: Ensure FileFetch has permissions to update itself
  4. Clear cache: Delete old update files from temp folder
Symptoms:
  • Computer slows down during exports
  • FileFetch uses lots of RAM/CPU
Solutions:
  1. Reduce concurrency: Lower concurrent downloads in Settings
  2. Close other apps: Free up system resources
  3. Smaller batches: Export fewer files per batch
  4. Restart app: Close and reopen FileFetch between large exports

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macOS-Specific Issues

Symptom: macOS Gatekeeper blocks appSolutions:
  1. Right-click → Open: Bypass Gatekeeper warning
  2. Terminal command: 
    xattr -cr /Applications/FileFetch.app
  3. System Settings: Go to Privacy & Security → allow FileFetch
Symptom: Repeated password prompts for keychainSolutions:
  1. Click Always Allow: Choose “Always Allow” instead of “Allow”
  2. Keychain First Aid: Run Keychain Access → Keychain First Aid
  3. Reset keychain: As last resort, reset login keychain (will lose other passwords)

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Windows-Specific Issues

Symptom: Windows blocks installer or appSolutions:
  1. Click More Info → Run Anyway: On SmartScreen warning
  2. Whitelist: Add FileFetch to Windows Defender exclusions
  3. Certificate: FileFetch is signed - warning is due to newness
Symptom: Error about missing DLL fileSolutions:
  1. Install Visual C++ Redistributable: Download from Microsoft
  2. Reinstall FileFetch: After installing redistributable

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Performance Issues

Symptoms:
  • Exports take much longer than expected
  • Download speed is low
Solutions:
  1. Check internet speed: Run speed test to verify connection
  2. Increase concurrency: Raise concurrent downloads in Settings (up to 10)
  3. Network congestion: Avoid peak hours or shared networks
  4. VPN: Disconnect VPN if using one (may slow downloads)
  5. Salesforce limits: API may throttle requests during peak times
Symptoms:
  • Query takes long time to return results
Solutions:
  1. Add indexes: Query indexed fields (Id, CreatedDate, etc.)
  2. Reduce scope: Use smaller date ranges or LIMIT clause
  3. Avoid complex queries: Simplify WHERE conditions
  4. Check Salesforce: Query may be slow on Salesforce side

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Getting More Help

If you’re still experiencing issues after trying these solutions:

Contact Support

Email support with detailed description of your issue

Check Export History

Review export logs for error details

FAQ

Common questions and answers

GitHub Issues

Report bugs or feature requests

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Information to Include When Reporting Issues

When contacting support, please include:
  • FileFetch version: Found in app footer
  • Operating system: macOS or Windows version
  • Error message: Exact error text or screenshot
  • Steps to reproduce: What you were doing when issue occurred
  • Export Summary: Attach _Export_Summary.txt if relevant
  • Salesforce org type: Production, Sandbox, or Custom
  • Number of files: How many files you were trying to export
The more detail you provide, the faster we can help resolve your issue!