File Management Issues

Uploads fail or stall

• Quota: Check Settings → Storage; free space locally and in plan quota.
• Network/Proxy: Try another network or disable VPN; ensure enterprise proxy allows the app.
• Large files: Keep the app open until “Uploaded” appears; avoid sleep mode.
• Filename: Remove special/unsupported characters; shorten paths (see path length limits below).
• Retry: Right-click file → Retry upload or toggle Settings → Sync off/on.

Still failing? Export logs and include timestamps when you submit a ticket.

Downloads are slow or corrupted

• Test another network; disable VPN to compare latency.
• Verify local disk has space and is healthy (SSD recommended).
• If “Integrity check failed”: the client re-fetches blocks automatically; do not close the app until complete.
• Antivirus/Ransomware protection may quarantine temp chunks—add the app cache directory to allow-list.

External or network drives

• Ensure the drive is mounted before launching the app; avoid changing mount letter/path mid-session.
• Use stable, local paths for the cache. Network shares can introduce latency and locks.
• Permissions: you need read/write; on Linux check owner/group and chmod as needed.

Sync conflicts or missing changes

• Open the file → Resolve conflict to choose Keep newest or Keep both.
• Use Version history to restore a previous version when edits overlapped.
• Ensure device clocks are in sync (auto time). Clock skew can cause odd ordering.

Preview not available

• Some formats require full download before previewing (e.g., archives, large videos).
• For heavy media, use Download then open with a native viewer.
• If thumbnails are blank, clear cache in Settings → Storage → Clear previews and retry.

File limits & special cases

• Size: Single-file limit depends on plan; see pricing details.
• Path length: Keep total path under ~240–260 chars (platform dependent).
• Case sensitivity: Beware differences across OSes when syncing shared folders.
• Disallowed items: OS virtual files, sockets, or files locked by other apps.

Shared files not visible to others

• Move the item into a shared vault/space rather than sending a local path.
• Check permissions (Viewer vs. Editor) and re-share if the member was removed/re-added.
• Ask recipients to refresh and confirm they’re on the correct account.

Cache full or growing quickly

• Limit cache size in Settings → Storage; the app will evict least-recently used items first.
• Clear previews and temporary files if you freed space externally.
• Exclude cache directory from third-party “cleaners” to avoid partial deletions mid-sync.

“Encryption/Decryption error”

• Ensure the vault is unlocked and you’re on the latest app version.
• If a key mismatch is reported, re-authorize the device in Settings → Security → Devices.
• Run Integrity check from the file’s context menu to re-verify blocks.

Never send plaintext samples in tickets—use our PGP key for sensitive logs.