Zoho WorkDrive: Custom Domain - Upload, Download & Preview Error

Custom Domain - Upload, Download, & Preview Errors

While using the Custom Domain feature in WorkDrive, you may experience an instance where user actions like upload, download, or preview may not work, with other functions working properly.

Since domains are different for Custom domain enabled orgs, the actions mentioned above will not work if third-party cookies are blocked. There are no other alternatives, and it is not a bug on our end. It is a known limitation and browser behavior. You will face this issue for services that support custom domain and using different domains within the product.

To solve this problem, we suggest you follow the below steps:

Step 1: Provide access to your custom domain using your Zoho Account

When the team members log in to their WorkDrive account for the first time via the newly configured custom URL, this page will appear.

Click the Trust this website checkbox, then click GRANT ACCESS to access the WorkDrive account through the custom domain. This one-time action will help you experience smooth and consistent WorkDrive account usage in further sessions.

Step 2: Enable third-party cookies to your custom domain

Add your custom domain URL to the Always use Cookies section of your browser's cookie settings to experience seamless WorkDrive usage. We will explain this process with the settings of some popular browsers for your reference.

1. Google Chrome Browser

  1. Open a Google Chrome browser.
  2. Click on the three vertical dots in the top-right corner of your screen and select Settings. The Settings tab will appear.
  3. Select Privacy and security in the left pane and navigate to the Site settings field.

  4. Scroll down to the Content section and choose Third-party cookies.
  5. Click Add under the Customised behaviours field to whitelist your custom domain from being blocked by third-party cookies. The Add a site text box will appear.

  6. Enter your custom domain (for example: 'documents.zylker.com') and click Add.

2. Mozilla Firefox Browser

  1. Open a Mozilla Firefox browser.
  2. Click on the Hamburger icon in the top-right corner and select Settings. The Settings tab will appear.
  3. Select Privacy & Security in the left pane.
  4. Click Manage Exceptions under Enhanced Tracking Protection. The Exceptions dialog box will appear.

  5. Enter your custom domain (for example: 'documents.zylker.com') in the Address of website field and click Add Exception.
  6. Click Save Changes and reload the website.

3. Safari Browser

  1. Open a Safari browser.
  2. Click the Safari menu in the top menu bar and choose Settings. The Settings dialog box will appear and General settings tab will be selected by default.

  3. Navigate to the Privacy tab and uncheck the Website tracking option.

4. Ulaa Browser

  1. Open a Ulaa browser.
  2. Click on the Hamburger icon in the top-right corner of your screen and select Preferences. The Preferences tab will appear.
  3. Select Privacy & Security in the left pane.

  4. Click Cookies and other site data under the Privacy and Security field. The Cookies and other site data window will open.
  5. Scroll down to the Site that can always use cookies field and click on the Add button. The Add a site text box will appear.

  6. Enter your custom domain (for example: 'documents.zylker.com') in the text box and mark Including third-party cookies on this site checkbox.

5. Microsoft Edge Browser

  1. In the top-right corner, select the ellipses ...,then select Settings.

  2. On the left section of the Settings page, select Cookies and site permissions and click Manage and delete cookies and site data.

  3. On the Cookies and site data page, scroll down to the Allow section, check the Including third-party cookies on this site checkbox, and click Add button.

  4. Enter your custom domain and click Add.

Step 3: Add the custom domain to the whitelist of all your browser extensions that automatically block third-party cookies.

Similar to the cookie settings in your browser, specific browser extensions like Bitdefender Anti-tracker and ad-blockers have their own settings that automatically block third-party cookies. To ensure smooth functionality of WorkDrive, add the WorkDrive domain to the whitelist within these extensions.

Note: If you can't find an option to add your custom domain to the whitelist in the browser extensions, you may need to disable the extension to ensure WorkDrive operates seamlessly.


1. Why is it necessary to enable third-party cookies?

Say you are accessing a domain named documents.zylker.com, and within this page, another API call is triggered with the domain upload.zoho.com to upload a file. The browser will treat upload.zoho.com as a third-party domain, as it does not belong to *.zylker.com.

2. What is the purpose of upload.zoho.com in WorkDrive?

For a faster and enhanced upload experience, we are using different domains based on the requirement. For upload, we are using upload.zoho.com.

3. How do custom domains work?

When you access the custom domain documents.zylker.com, we will add the necessary details in the cookies in both documents.zylker.com & *.zoho.com domain.

All major browsers block third-party cookies by default in their latest versions. Once it is enabled, cookies will not be added when we access upload.zoho.com within documents.zylker.com. Our server will throw an unauthorized error, because user cookies were not added in the request.

5. Why is the issue only reproduced in the custom domain?

Without a custom domain, the WorkDrive product will load in workdrive.zoho.com, and upload requests will be triggered in upload.zoho.com. Both domains belong to *.zoho.com. Browser settings will not block cookies. That's why upload is working in workdrive.zoho.com

To enable custom domain for your WorkDrive account, visit our custom domain help article page.

If you are not able to solve the issue, even after following the above-mentioned steps, feel free to contact our support team for clarification.

WorkDrive support info:
All other regions: support@zohoworkdrive.com

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