How to find missing files?

If you can’t find a file/folder in ASUS WebStorage, you can follow the guide below to solve the problem.

  1. Check if the missing files/folders are in ASUS WebStorage web version>[Recycle Bin].

  2. Check if the missing files/folders are in your computer’s [Recycle Bin].

 

The possible reasons your files/folder are moved to Recycle Bin.

  1. The synced file was deleted from one of your devices.

  2. "Changing sync path" when the synchronization has not yet been completed.

  3. Using the "Selective Sync" feature.

 

1. The synced file was deleted from one of your devices.

If your files/folders are stored in [MySyncFolder], [Shared with Me], or [ProjectSpace], these files will be synced across devices, and you will be able to access them via ASUS WebStorage web version, desktop, and mobile apps.

If you delete a file from your local MySyncFolder, it will also be deleted from the cloud and vice versa. Therefore, if you delete some files or folders due to accidental operations, you can restore them from the [Recycle Bin].

 

2. "Changing sync path" when the synchronization has not yet been completed.

“ Changing sync path” allows you to set up your computer to automatically sync all the files within a specific folder to ASUS WebStorage. However, you need to make sure the syncing process is completed before changing the sync path to avoid data loss.

 

Windows

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macOS

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How to check the sync status in Windows?

  1. Right-click on the ASUS WebStorage icon in the lower right corner of the Windows taskbar and select [Settings].

  2. After entering the setting page, select [Status] on the left tab to enter the status page.

  3. You will be able to view the current synchronization status on the status page.

  • When synchronization is completed, a green dot will appear at the lower left corner of each file/folder. And you will be able to view them in the ASUS WebStrage [web version]. (Please be mindful that the folder may already show a green dot, but the files within it are still syncing.)

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How to check the sync status in macOS?

  1. Left-click on the 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.

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3. Using the “selective Sync” feature

  • Selective sync is a feature in the SYNC APP that allows you to choose which folders you’d like to store on your computer’s hard drive from all of the folders you have stored in ASUS WebStorage.

  • If you uncheck a folder, that folder and the files within it will be moved to your computer’s [Recycle Bin], but they will still remain in the cloud.

  • Therefore, before performing "Selective Sync,” you need to make sure all the files within the folders have been successfully synced to the cloud.

Windows

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macOS

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Contact ASUS WebStorage Support Team

If you still cannot find the missing files/folders, please fill out a problem report and provide the following info.

  1. The missing files Info:

    • The filename/file extension/size

    • The full path of the files/folders (For example, C:/ASUS WebStorage/MySyncFolder/ABC folder)

  2. Approximate date and time of uploading the missing files/folders.

  3. The Date and time you found the files/folders were lost.

  4. Describe the last operations you performed in ASUS WebStorage before missing the files/folders.

  5. LOG files

How do I find log files?

Windows

  1. Right-click the ASUS WebStorage icon in the lower right corner of the Windows taskbar, move the cursor to [Support] and then click [View log file]

  2. You will be directed to C:\Users\User name\AppData\Roaming\ASUS WebStorage\Logs. Please compress all the log files into a zip file and share it with us.

macOS

  1. Left-click on the icon 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. After entering the account page, click [Get log file].

  4. Compress all the log files into a zip file and share it with us.

 

 

 

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