Troubleshooting preview issues with files on the ASUS WebStorage Mobile App

Supported file types:

  • 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)


Common issues when supported file types cannot be previewed or played

  • The file cannot be opened.

  • The preview pane stops, closes, or becomes unresponsive.

  • Video or audio playback pauses.

  • An unknown error occurred


Troubleshooting Steps to resolve the issues

  • To determine if the file preview issue is caused by corruption, you can download the file that is unable to be previewed on your device and open it with a third-party application.

  • Password-protected files cannot be previewed or played on ASUS WebStorage as access is restricted by the password.

  • If the preview error persists, you can try uninstalling the app and reinstalling the latest version from Google Play or App Store. After the installation, restart your device and ensure that your internet connection is stable before attempting to preview or play the file.

  • In case the issues still persist, you can reach out to the ASUS WebStorage Support Team by submitting a problem report form. To ensure a prompt and efficient resolution, kindly provide the following details in your report:

    1. Device model
    2. Mobile app version
    3. Screenshot of the error message
    4. Information regarding the file that cannot be previewed, including:
      • Filename
      • File extension
      • Size and video length
      • Stored path of the file
    5. Detailed steps are taken when attempting to preview the file (e.g. after opening the file, whether the preview pane is displayed)

Was this article helpful?