Troubleshoot issues with camera upload

Troubleshooting basic problems:

You may encounter these common problems

  • Unable to upload automatically

  • File showing upload failed

  • An unknown error occurred

Here are some approaches you can take to resolve the problems:

  • Check internet connection

  • Make sure your ASUS WebStorage app is up to date

  • Check the camera upload settings on your phone

  • Prevent iPhone or iPad from going into sleep/hibernate mode

  • Reinstall the mobile app

  • Contact ASUS WebStorage Support Team

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. For example, if the internet is not connected, you may see a "No Internet Connection "message.

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

Please double-check the camera upload settings on your device.
For example, If you want to backup all photos and videos, please check again if you have already chosen: the "Backup all photos and videos" option in the "Camera Upload" 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.

Prevent iPhone or iPad from going into sleep/hibernate mode

ASUS WebStorage app does not support the function of background uploading on the iOS operation system. Please keep your screen awake, and do not close the app or put your phone on standby mode during the uploading process.

Reinstall the mobile app

If the upload failed issue still occurs for unknown reasons, you can try reinstalling the app. 

  1. Uninstall the app

  2. Go to Google Play or App Store to install the latest version of the 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 methods above, but still facing the same issue, please fill in the problem report form.

To better assist you, please provide the correct "operating system version" and "date and time of occurrence" in the problem report.

In the "Description" and "Upload File" sections, please provide the complete information below to speed up the troubleshooting process.

  • Device model

  • ASUS WebStorage app version

  • Full screenshot of the error message

  • Full screenshot of camera upload settings

  • Describe your operation steps in detail (For example: After starting a backup, whether the file shows backup.)

 

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