How to find missing files?

If you are unable to locate a file or folder on ASUS WebStorage, you can follow the steps outlined below to resolve the issue.

  1. First, check if the missing files or folders are in the [Recycle Bin] of ASUS WebStorage for Web.
    1. To avoid permanent deletion of your files and folders, keep in mind that all items in the [Recycle Bin] of ASUS WebStorage are automatically deleted after 30 days. Learn how to restore deleted files/folders in the ASUS WebStorage for Web.
  2. Check if the missing files or folders are in the [Recycle Bin] on your computer.

     

 

Reasons for files/folders in Recycle Bin

  1. Deleted local or cloud files from MySyncFolder.
  2. Changed sync path during synchronization.
  3. Used selective sync.

  • To ensure synced files and folders are accessible across multiple devices, ASUS WebStorage provides synchronization for files/folders stored in [MySyncFolder], [Shared with Me], or [ProjectSpace]. This means that if you delete a file from your local synced folder, it will also be deleted from the cloud and vice versa. In case of accidental deletion, you can restore them from the [Recycle Bin].

  • You can automatically sync all the files within a specific folder to ASUS WebStorage using the "Changing sync path" feature. However, it is important to make sure that the syncing process is complete before making any changes to the sync path to avoid the risk of data loss.

     

    Windows

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    macOS

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    Checking sync status in Windows

    1. Right-click the Sync_icon.png icon located in the lower right corner of the Windows taskbar.
    2. Select [Settings] from the pop-up menu.
    3. On the left side of the Settings page, click "Status."
    4. You can view the current synchronization status of your files on this page.
      1. Once synchronization is complete, a green dot will appear at the lower left corner of each synced file/folder. You can then access them in the ASUS WebStorage for Web. Please note that a folder may show a green dot, but files within it may still be syncing.
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    Checking sync status in macOS

    1. Left-click  icon-idle.png  icon in the menu bar and select [Preferences].
    2. After entering the setting page, select "Status" on the upper tab to enter the status page.
    3. You will be able to view the current synchronization status on the status page.Screen_Shot_2022-10-03_at_12.14.10_AM.png

  • Be cautious when using Selective Sync to choose which folders to store on your computer's hard drive from folders in ASUS WebStorage. Unchecking a folder moves it and its files to your computer's [Recycle Bin] but retains it in the cloud. Before performing Selective Sync, ensure all files within folders are successfully synced to the cloud.

     

    Windows

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    macOS

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Contact ASUS WebStorage Support Team

If you are having trouble finding missing files or folders on ASUS WebStorage, you can contact the ASUS WebStorage support team by filling out a problem report form. When filling out the report, make sure to provide the following information:

  1. The name, file extension, and full path of the missing files/folders (e.g., C:/ASUS WebStorage/MySyncFolder/ABC folder).
  2. The approximate date and time you uploaded the missing files/folders.
  3. The date and time you discovered the files/folders were missing.
  4. Describe the last operations you performed in ASUS WebStorage before the files/folders went missing.
  5. LOG files -to obtain these:
    1. For Windows:
      1. Right-click on the Sync_icon.png icon in the lower right corner of the Windows taskbar.
      2. Move the cursor to [Support] and then click [View log file].
      3. You will be directed to C:\Users\User name\AppData\Roaming\ASUS WebStorage\Logs.
      4. Compress all the log files into a zip file and share it with the support team.
    2. For macOS:
      1. Left-click on the icon-idle.png in the menu bar and select [Preferences].
      2. After entering the setting page, select [Account] on the upper tab to enter the account page.
      3. Click on [Get log file].
      4. Compress all the log files into a zip file and share it with the support team.