Set up shared folders and troubleshoot connections

This article shows you how to map shared folders from your server to your local computer and how to troubleshoot common connection issues. Follow the steps appropriate to your deployment type: On-Prem, WVD, or AWS.

Topics included in this article

• On-Prem Setup

• WVD Setup

• AWS Setup

• Troubleshooting Shared Folders

• Update Tracking Table

On-Prem Setup

1. Open File Explorer from the taskbar.
2. In the address bar, enter \\SERVERIP\ and press Enter.
3. If prompted, enter user account information:
   • Username: rental\STR#PC#
   • Password: the password assigned to that account (customer must know this)
4. Locate the folder you want to map. Right-click the folder and select Map network drive….

   (If you don’t see Map network drive…, click Show more options.)

5. Select the desired drive letter and check Connect using different credentials.
6. When prompted, re-enter the credentials:
   • Username: rental\STR#PC#
   • Password: the password assigned to the account
7. If you need to confirm the username, open the RDP app → right-click the RDP icon → click Edit to view the STR#PC# account. Note: we cannot retrieve customer passwords.

WVD Setup

1. Open File Explorer from the taskbar.
2. In the address bar, enter \\SERVERIP\ and press Enter.
3. Which SERVERIP to use:
   • SMB IP – requires a VPN. If SMB is configured, find it in the server's Hardware Info tab.
   • WebDav IP – does not require a VPN. When configured, address looks like: http://ServerIPAddress:50011/Share (replace Share with your folder name).
4. If using WebDav: open File Explorer → right-click This PC → select Map network drive → enter the WebDav network address.
5. If prompted, enter credentials:
   • Username: STR#PC#@(CNUM).PORCLOUD.com
   • Password: assigned to that account

   (If the customer does not know these credentials, check the browser's password manager for saved logins.)

6. Locate the desired folder, right-click → Map network drive…. Choose a drive letter and select Connect using different credentials, then enter the credentials again.

AWS Setup

1. Open File Explorer from the taskbar.
2. In the address bar, enter \\SERVERIP\ and press Enter.
3. Which SERVERIP to use:
   • SMB IP – preferred when available; requires VPN. If SMB IP is not visible in Salesforce, contact IT support help chat to have it populated.
   • WebDav – commonly configured for AWS customers; use: http://CUSTOMERURL.porcloud.com/Share (replace Share with the folder name).
4. If using WebDav: open File Explorer → right-click This PC → Map network drive → enter the WebDav address.
5. If prompted, log in with:
   • Username: PORCLOUD\username
   • Password: assigned to that account

   (If unknown, check the browser password manager.)

6. Locate the folder, right-click → Map network drive…, choose a drive letter, select Connect using different credentials, and re-enter the credentials when prompted.

Troubleshooting Shared Folders

Shared folder shows a red “X”

A red “X” indicates the mapped folder is disconnected. Double-click the mapped drive and sign in again with the correct credentials for the server deployment (On-Prem, WVD, or AWS).

Credential or login failures

1. Open the Windows search bar and type Windows Credentials Manager, then open it.
2. Under Windows Credentials or Generic Credentials, locate the entry that matches the shared folder network address (it will include the IP or server name).
3. Click the credential entry and select Remove.
4. Close Credentials Manager, navigate to the shared folder in File Explorer, and sign in again using the correct username and password.

Shared folder missing

If the mapped folder is not visible in File Explorer, re-map the shared folder following the steps in the appropriate deployment section above.

Notes & common edge cases

• If a VPN is required for SMB access, ensure the VPN is active before mapping.
• If the customer uses multi-factor authentication (MFA) for server login, confirm whether MFA will affect WebDav or SMB connections — consult IT or the SME if unsure.
• If the customer cannot provide or reset their password, advise them to contact their IT admin — POR support cannot retrieve passwords.

Update Tracking Table

Next steps

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