11 Troubleshoot
Here’s where you’ll find some answers to a few frequently asked questions.
General
- I can't sign in
- I can't move or copy a file
- I don’t see digital assets or content items
- I can't upload or download a file
- I can't find my downloaded files
- I can't create a folder
- I exceeded my storage quota but I didn't think I had that many files
- I need to edit a file but it’s locked by someone else
- I’m having trouble loading the software
- I'm having trouble viewing a file or video
- There are multiple version numbers after a file name but I only uploaded one version
- I don't see the folders that I expected to see in my folder list
- URLs copied from a spreadsheet don’t paste correctly
- I don’t see the results I expected when searching
Sync
- I can’t sign in to the desktop app
- I don’t see a folder to sync or I can’t find a synced file
- PDF files created in a synced folder disappear
- Links in my synced files aren't working
- I have sync problems or slow syncing
- I can't change an Oracle Content account folder location
- Icons in an Oracle Content account folder don't show sync status
- My files aren't compressed when I add them to a compressed folder
- I can’t check for updates
- Files and folders in my Oracle Content folder are wrong or out of date
- I can't work with a file on my desktop after I rename it
- I exited or quit the desktop app and don't know what's happened to sync
- I can’t restore a folder I deleted
Microsoft Office Add-On
Sharing
- I shared a folder with someone, but they can't use it the way I expected
- Someone sent me a folder link, but I can't access the files there
- I stopped sharing a folder and now the subfolders aren't shared
- I have a link to a file or folder but it requires an access code
- I can't get a public link to send to someone in a folder that's shared with me
- Files are missing from one of my folders that I shared
- I can't create a public link to a folder I own
Mobile
- I need to reset my passcode
- I can't view a file when I have Viewer rights in a shared folder
- I can't view a file that I downloaded
- I’m having trouble viewing a video
- I can't find my downloaded files on my device
- My file didn't sync in the Android app
- I got an error when transferring a file during sync in the Android app
- My edits don't appear in a file I synchronized on my Android device
- What do I do if my device is lost or stolen?