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Troubleshooting Camera Upload Issues

Troubleshooting Basic Issues

If you encounter the following problems while using the "Camera Upload" feature, you can troubleshoot using the methods described in this article:

  • Unable to automatically upload photos/videos
  • Files show upload failure
  • Unknown errors occur

  • Please confirm whether ASUS WebStorage supports the operating system on your device. If it is not supported, please try upgrading to the latest version.

    • iOS:
      iOS 12 or later
    • Android:
      Android 8 or later

  • The ASUS WebStorage mobile app (iOS) does not yet support background uploading. During the upload process, please keep the app open, do not exit the app, and prevent the phone from entering sleep mode.

  • If you are using a mobile data network, please ensure your signal strength is full. If your signal strength is not full, we recommend moving to a different location or switching to a Wi-Fi network.

  • If you are using a Wi-Fi network, please confirm that your device’s Wi-Fi connection is functioning properly. For example, you might see a "No Internet connection" notification.

  • Please check Google Play or App Store for any available updates.

  • Please double-check that your camera upload settings meet your expectations, such as:

    • Verify whether the "Backup Info" settings match your preferences. For example, if you want to back up all photos and videos, ensure that in the "Backup Info" section, [Back up all photos] is checked and [Include videos] is selected.
    • Verify whether the "Backup Options" settings meet your expectations. For example, if you want to continue camera uploads using mobile data, ensure that in the "Backup Info" section, [Use mobile data when Wi-Fi is unavailable] is checked.
    • Please note that changing settings after camera upload has started will not affect uploads that have already been scheduled.

    iOS

    App-啟用相機上傳iOS（英）.gif

    Android

    App-啟用相機上傳Android（英）.gif

  • If you use mobile data for Camera Upload, make sure ASUS WebStorage is allowed to use mobile data.

    Please follow these steps to check your settings:

    1. Open Settings on your iPhone.
    2. Tap Cellular or Mobile Service.
    3. Find ASUS WebStorage in the app list.
    4. Make sure mobile data access is enabled for ASUS WebStorage.

    If mobile data access is disabled for ASUS WebStorage, Camera Upload may not work over mobile data when your device is not connected to Wi-Fi.

    Also make sure that [Use mobile data when Wi-Fi is unavailable] is enabled in the ASUS WebStorage Camera Upload settings according to your preferences.

    Setting names and options may vary slightly depending on your iOS version. Please refer to the settings displayed on your device.

  • Low Data Mode in iOS reduces mobile data usage. If Camera Upload is slow or does not work properly when using mobile data, check whether Low Data Mode is enabled.

    Please follow these steps to check your settings:

    1. Open Settings on your iPhone.
    2. Tap Cellular or Mobile Service.
    3. Tap Cellular Data Options or Mobile Data Options.
    4. Tap Data Mode.
    5. Check the current data mode setting.

    If Low Data Mode is enabled, you can switch to Standard or Allow More Data on 5G as needed, and then try Camera Upload again.

    Available options and setting names may vary depending on your carrier, iOS version, and mobile network configuration. Please refer to the settings displayed on your device.

  • Battery optimization or background activity restrictions on some Android devices may restrict ASUS WebStorage from running in the background and affect Camera Upload.

    If Camera Upload is not working properly, check the battery settings for ASUS WebStorage:

    1. Open Settings on your device.
    2. Go to Apps and select ASUS WebStorage.
    3. Find Battery, Battery usage, or a similar setting.
    4. Make sure ASUS WebStorage is not restricted by battery optimization or background activity settings.

    Setting names and paths may vary depending on your Android version and device manufacturer. Please refer to the settings displayed on your device.

    Samsung devices

    Some Samsung devices may restrict background activity for apps. Go to Settings > Battery and device care > Battery > Background usage limits and check whether ASUS WebStorage is restricted from running in the background or has been placed in a sleeping apps category.

  • If ASUS WebStorage has not been used for an extended period, some Android devices may automatically remove app permissions. If ASUS WebStorage no longer has access to photos or videos on your device, Camera Upload may be affected.

    Please follow these steps to check your permissions:

    1. Open Settings on your device.
    2. Go to Apps and select ASUS WebStorage.
    3. Tap Permissions.
    4. Make sure ASUS WebStorage has the required permissions to access photos, videos, or media files.
    5. If the permissions have been removed, allow ASUS WebStorage to access your photos and videos again.

    Some Android devices include settings such as Unused apps, Remove permissions if app is unused, or similar options. If you want to continue using Camera Upload, make sure the required permissions for ASUS WebStorage are not automatically removed by the system.

    Setting names and paths may vary depending on your Android version and device manufacturer.

  • If uploads still fail for unknown reasons, you can try reinstalling the app.

    1. Uninstall the ASUS WebStorage mobile app.
    2. Install the latest version of the app from Google Play or App Store .
    3. Restart your device.
    4. After confirming your network connection is stable and functioning, reopen the camera upload feature.

  • If you have tried the above methods but still cannot resolve your issue, please submit a support ticket .

    When submitting your ticket, please accurately provide your "Operating System version" and the "Date and time the issue occurred."

    Below are the details we recommend including in the "Description" and "Upload Files" sections. Providing complete information will help expedite the resolution:

    • Device model
    • Mobile app version
    • Full-screen screenshot of the error message
    • Full-screen screenshot of the camera upload settings
    • Detailed description of the steps you took (for example: after starting the backup, whether files show as backing up, etc., with detailed operational descriptions)