Troubleshoot issues with audio files or video won't play on the ASUS WebStorage mobile app.

Supported file types

You can preview the following files types in the iOS or Android mobile app:

  • Document files: 

doc/docx

xls/xlsx

ppt/pptx

vsd/vsdx

odt/ott/ods/odp

pdf

xps

htm/html

txt

 

  • Image files:

jpg

jpeg

png

gif

bmp

 

  • Video/Audio files:

mp4

mp3

mov

mid

m4a

xmf

wav

ogg

3gp

caf (iOS only)

amr (Android only)

What if the file type is supported, but cannot be previewed?

You may encounter these common problems:

  • Unable to open the file

  • The preview pane suddenly stops working, closes, or does not respond.

  • Video/audio pauses during playback

  • An unknown error occurred

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

  • Check if the file is corrupted

  • Check if the file is password protected

  • Reinstall the mobile app

  • Contact ASUS WebStorage Support Team

Check if the file is corrupted

You can download the file which can not be previewed on your device and open it with the third-party app to check whether the preview issue is caused by file corruption. 

Check if the file is password protected

Since the password-protected files restrict the actions and require a password to view them. ASUS Webstorage does not support previewing files that are password-protected. 

Reinstall the mobile app

If the preview failed error 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, retry to preview the file. 

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

  • Mobile app version

  • Full screenshot of error message

  • Information of the file that unable to preview

-filename

-file extension

-Size and video length

-The stored path of the file

-Describe your operation steps in detail (For example, after opening the file, whether the preview pane is showing up.)

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