Troubleshoot issues with camera upload

Troubleshooting basic problems

When you encounter the following problems using the "Camera Upload" function, you can solve them with the solutions in this article.

  • Unable to upload photos/videos automatically

  • File upload failure

  • An unknown error occurred

 

Make sure your operating system is up to date

Check to see if the operating system on your device is supported by ASUS WebStorage. If it's not, upgrade to the latest version.

  • iOS:
    iOS 12 or higher

  • Android:
    Android 8 or higher

 

Prevent iPhone/ iPad from going into lock mode

ASUS WebStorage App for iOS does not support background uploads. Please keep your iPhone/iPad screen awake and stay on the ASUS WebStorage App while uploading.

 

 

Check internet connection

If you're using a cellular network on your device, please ensure the signal strength is full. If it is weak, try to move to another location or switch to a Wi-Fi network.

If you are using a Wi-Fi network, please ensure that the Wi-Fi is connected.

 

 

Check if the ASUS WebStorage App is up to date

Please go to Google Play or App Store to check if the app has released the new version.

 

Check the camera upload settings on your device

Make sure your camera upload settings are as you expect:

  • If you want to back up all photos and videos on your device, select the [Backup all photos] option and turn on the [include videos] toggle in the "Backup information" section.

  • If you want to upload photos automatically even when using a cellular network, please make sure you have turned on the [Use cellular data for backup when there is no Wi-Fi] toggle in the “Backup options” section.

iOS

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Android

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Reinstall the ASUS WebStorage App

If the issue persists, please try reinstalling the App. 

  1. Uninstall the app

  2. Go to Google Play or App Store to install the latest version of the ASUS WebStorage App. 

  3. Restart your device

  4. After checking your internet connection is stable, turn on the camera upload function to upload again.

 

 

Contact ASUS WebStorage Support Team

If you have already tried the approaches above but the issues remain, please contact ASUS WebStorage Support Team via problem report.

Please includes the correct "operating system version" and "date and time of occurrence" in the problem report.

In the "Description" and "Upload File" sections, providing the complete information below will help to speed up the troubleshooting process.

  • Device model

  • ASUS WebStorage App version

  • Full screenshot of the error message

  • Full screenshot of camera upload settings

  • Detailed operation steps

 

 

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