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sharon_lambert
Community Member

Error Message "It is not safe to download this file"

Hi,

I"m trying to look at a document on an invitation to interview but I get the message "It is not safe to download this file." And it said to contact support. The project title is... 

We need a Voice master! Audio advertising for eShop on TV, radio, WEB.

Thanks

96 REPLIES 96
kochubei_valeria
Community Member

Sharon,

 

Usually that message means that the attachment could be infected by virus. We'll have the team check that job posting and update you once we have more information.

 

Thank you for your patience.

~ Valeria
Upwork

I got the same message when attempting to download a file attachment from this Job Offer: https://www.upwork.com/ab/proposals/interview/352959404

 

When I clicked on the attachment, an error message displayed in a new tab and it said:

 

"It is not safe to download this file. If you really want to access this file please contact Customer Support."

 

---------

Here's the Original Message from Client:

 

Hello!

 

I'd like to invite you to apply to my job. Please review the job post and apply if you're available.

 

**Edited for Community Guidelines**

----------

 

If you determine this to be an infected file, how did this file end up on a page that shows, in "About The Client", a history and money spent on previous projects?   Something's up.

 

 

 

 

Hi Eric,

 

Thank you for reporting. We'll have the team check that job as well and take appropriate actions.

~ Valeria
Upwork

Sorry for inadvertently violating Community Guidlines.   I read them, and they all make perfect sense.

 

I just tried to open the attachment again.   This time it downloaded.  The file name is infovoice.xls.   I clicked on it and it opened in Microsoft Excel.   However, Excel blocked it, stating it contained active Macros and as such could contain a computer virus.  

 

The document's only content, other than the embedded Macros, was an image pasted into the spreadsheet encouraging me to "simply click Enable Content" within Excel.   I guess from that it's increasingly obvious that UpWork is right to block the attachment.  It's blatantly suspicious.

 

Thanks.

This is pretty common apparently among scammers (Xcel spreadsheet with macro).  The  macro is what's dangerous.

On Saturday evening, I received an email from UP suggesting I apply for a job, which I did on Sunday morning -  but without being able to see the client's presentation (which I told the client). It seems to me that if UP is working on behalf of a new client by reaching out to freelancers, then all of clientโ€™s files should be immediately accessible.  

 

Which brings up a point: are clients informed of this? As a client, Iโ€™d certainly want to know!

 

Perhaps itโ€™s just me, but I donโ€™t think jobs should not be posted until all of the files are accessible.

 

VladimirG
Community Manager
Community Manager

Hi Tom,

 

I believe I found the job you're referring to and will ask our team to check the attached files, which are triggering the security message. You followed the correct procedure and can ask the client to share the files in your message room or via Dropbox in the meantime, taking necessary precautions when downloading them.

~ Vladimir
Upwork
trooks
Community Member

Thanks for the rapid response Vladimir! 

 

Am I correct in assuming the client is not informed their files are not entirely accessible when the job is posted?

 

Best, 

 

Tom

 

Tom,

 

No, unfortunately, the client often isn't aware or the issues with their attachments. Unless of course they deliberately uploaded unsafe file, in which case the system works as intended and the file is blocked.

~ Valeria
Upwork

Thanks Valeria! Don't you think the clients should be informed though?

Tom, I've brought this to the attention of the team and they will look into improving our automatic filters without affecting files that are clear of any malware.

 

Thanks.

~ Valeria
Upwork

Hi, I had this same issue today and in the past as well. It's always .JPG files in my case. Has anyone been able to correct the problem?

Hi Al,

 

Did the warning when trying to open a file attached to a job posting or to a message? Usually it shows when the file is either unsafe or can't be scanned to check if it's safe.

~ Valeria
Upwork

I'm getting the same message.
https://www.upwork.com/att/download/openings/1029638335026151424/attachments/1029637221570686976/dow...
"It is not safe to download this file. If you really want to access this file please contact Customer Support."
Please help me out!!

Hi Vishal,

 

I have already escalated your concern to the team and they're checking the file. We'll update you directly via the ticket once we have more information. Thank you!

~ Valeria
Upwork

I have just returned - or tried to - a corrected document to a client. He can't download it and is getting a warning about it being unsafe. I shall obviously have to send it another way, but this is a time-sensitive project for my client. 

 

This is not good enough Upwork. This seems to be happening more and more frequently. Would you please do something about it. 

I could not download zip file the freelancer sent to me ? What I have to do ?

Hi Nguyen,

 

Thanks for reaching out to us. I'm sorry for the inconvenience this has caused you. One of our team members will reach out to you directly via a support ticket to assist you further.

Thank you.

~ Aleksandar
Upwork

My client sent me a file but I can't download because Upwork says it's not safe to download

Hi Osaro,

 

If your file was blocked, it is due to one of the following scenarios:

Your file was found to be malicious or high-risk
The file exceeds the maximum file size allowed by our virus scanner (100Mb).

 

You can check out this help article to learn more about File and URL Sharing.

 

Thanks!

~Andrea
Upwork

Hi, a job posting that I am applying to have a powerpoint attachment but I can't seem to download it. It says to contact Customer Support. I would like to access this file prior applying. Thank you! 

Hi Rizza Lyrra,

 

Could you please send me a private message with the link to the job posting and we'll assist you with the issue?

 

Thanks!

 

~ Valeria
Upwork

Hi Eljaz,

 

I'm sorry for the inconvenience this has caused you. One of our agents will reach out to you directly via a support ticket to assist you further. Thank you.

~ Joanne
Upwork
emosbaugh
Community Member

One of my clients has posted a zip file with project materials. I am unable to download the file because of an "unsafe" file warning from the Upwork site. I doubt the file is unsafe, it should only contain image files/pdf's.

 

Other members have reported this problem, but the solution seems to be to post on the forum in order to get attention from Upwork.

 

Need help clearing this up ASAP. Thanks.

Eric,

 

Please, ask your client to send files to you in other formats (.pdf, .gif, .png, etc) instead of .zip archived file. Archived files are blocked if there is an issue identified while scanning.

~ Valeria
Upwork

valeria i have the same problem this message appeared

It is not safe to download this file. If you really want to access this file please contact Customer Support.

i am trying to download this: **edited for Community Guidelines**

 

AveryO
Community Manager
Community Manager

Hi Laura, 


I've shared your account information with the Customer Support Team and they will get back to you through an email ticket. If you can also share the Contract ID for the contract where this file came from, please note it on your next reply so that I can share it with the team. 


~ Avery
Upwork

It is not safe to download this file. If you really want to access this file please contact Customer Support.

I have this problem too โ€ƒโ˜น๏ธ

Screenshot 2022-02-19 at 20.29.25.png

Hi Chanaka,

 

One of our team members will reach out to you directly via a support ticket to assist you further. You can access your tickets on this page.

 

~ Nikola
Upwork
7831d401
Community Member

I actually get exactly the same message. Please Help

Hi khadar,

 

Could you please share the file with our Customer Support team so we can check?

~ Vladimir
Upwork
c_clover
Community Member

Phishing, a lot of the time.

 

Try logging out completely and getting back in, or if you are using a browser, try deleting the message. Don't click on the actual message, though.

jakeweb
Community Member

Hi! I have the same problem with this project 

**Edited for Community Guidelines**

Can you help me? Thanks

VladimirG
Community Manager
Community Manager

Hi Yevhenii,

 

I'll check the file and follow up with an update here.

~ Vladimir
Upwork
raulct
Community Member

I have the same problem with this project: **Edited for Community Guidelines**, please can you help me?

Raul,

 

That message usually shows when the file isn't safe. I'll forward it to our Security Team for additional review.

~ Valeria
Upwork

Hello, I'm with the same problem. Can you checkout this file, please?


**Edited for Community Guidelines**

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