If you encounter an error when using DropZone, please follow the steps below to resolve the issue.
Resolution
Check login details:
Ensure you are using the correct login credentials.
Confirm you are currently logged into Rio.
Verify DropZone version:
Make sure you are using the latest version of DropZone.
You can search the Knowledge Base for DropZone to find the latest version.
Alternatively, please type talk to a person and the Digital Assistant will put you through to a live support agent. We can send you the latest version via SFTP.
If further investigation is required
We may need logs to help diagnose the issue. Please follow these steps:
Navigate to where DropZone is installed:
Program Files or Program Files (x86) → RioDropZone.
Locate the DropZone.log file in that folder.
If the log file is missing:
Check the configuration file: RioDropZone.dll.config.
In Line 14, confirm the log file path is set correctly:
<file value="c:\Program Files\RioDropZone\RioDropZone.log"/> or <file value="c:\Program Files (x86)\RioDropZone\RioDropZone.log"/>
Once you have the log file, update your case with the file so we can investigate further.
Access denied error
If the log file shows Access Denied, check whether the Attack Surface Reduction feature of Windows Defender is causing the issue.
If confirmed, add the appropriate rule to allow DropZone to function.
