Troubleshoot issues with files that can't be previewed or played on the ASUS WebStorage mobile App.

Supported file types

The following file types are supported to be previewed or played in the ASUS WebStorage 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/played?

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 methods you can try 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

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

 

Check if the file is password protected

Since the password-protected files restrict the actions and require a password to access them, they can’t be previewed or played on ASUS WebStorage. 

 

Reinstall the ASUS WebStorage mobile App

If the preview failed error still occurs for unknown reasons, you can try reinstalling the app. 

  1. Uninstall ASUS WebStorage App from your device.
  2. Go to Google Play or App Store to install the latest version of the App.
  3. Restart your device
  4. Make sure the internet connection is stable and retry to preview/play the file. 
  1.  

 

Contact ASUS WebStorage Support Team

If you have already tried the methods above, but the issues remain, please fill out a problem report form and provide the correct "operating system version" and "occurrence date and time ” with ASUS WebStorage Support Team.

In the "Description" and "Upload File" sections, please includes 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 detailed operation steps (For example, after opening the file, whether the preview pane is showing up.)

 

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