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

    iOS 相機上傳設定

    Android

    Android 相機上傳設定 1

    Android 相機上傳設定 2

  • 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)