If your files look broken or blank when you open them after you update the Documents app, first of all, please try rebooting your iPhone or iPad. When your audio or video file is shown as broken, please make sure this file is fully downloaded - you may also try opening this file in any other app to make sure the problem is not file specific. In case...
If the music stops in the background or when the screen is locked Documents app allows you to listen to audio and video files when the app is in the background or the screen is locked. If the music stops while in the background, you can fix it this way: Launch the Documents app and open Settings > Security.
Disable iOS data protection toggle (th...
On some occasions, the Documents app might have problems with performance resulting in crashes - here are some troubleshooting steps to try. First, please reboot your iPhone or your iPad. Other solutions would be the following: Try disabling iCloud for Documents app: open iOS settings > iCloud > iCloud Drive > disable Documents toggle.
Ena...
If the Documents app doesn’t respond or freezes, select your case and follow the steps to solve this issue straight away, or get help from our Support Team. If the app freezes on a certain tool or action Note: The steps are listed in order, so start with the first one, see if that helps, and then continue to the next one if it doesn't. Force Quit th...
If you have sync issues in the Documents app, there are some steps you can take in order to troubleshoot the problem. Step 1 First, please make sure you have a stable network connection. Try disabling the Wi-Fi, enabling it again, then open Documents > Synced folder > pull down to refresh and trigger the sync process. Note: The background syn...
Whenever you need to open your file in Documents to work with it or you simply want to make sure your file is stored there safe, you can send a copy of the file to the Documents app from other apps using the Open in dialogue. If there is no Documents app in the 'Open In' menu The steps are listed in order, so start with the first one, see if that he...
If you open the file that was annotated in Documents using a third-party app (e.g. some cloud storage application or an email client which uses a simple PDF viewer) and do not see your edits, this means that the third-party app you use might not support all the advanced features supported by Documents and thus it does not display edits. There are tw...
After the file is deleted from the Documents app, it will be placed in the Recently Deleted folder; you will have up to 30 days to restore deleted files. To restore the files from this folder, open it > select the file > tap Put Back in the lower-left corner of the screen. You can also tap Move to choose the folder you'd like to put the file i...
If you’re experiencing any issues with a VPN service, follow these steps: Make sure you have the latest Documents version installed.
Check if your internet connection is stable and retry the VPN connection. If that doesn’t help, try different server locations to connect. Ideally, you should connect to a VPN server that’s close to you, like in a neig...
There might be cases when the connection via Wi-Fi Transfer can't be established with your PC - there are some steps you can take in order to fix it. The steps are listed in order, so start with the first one, see if that helps, and then continue to the next one if it doesn't. First, make sure that both your device and your PC are connected to the s...
Since the Documents app offers an option to password protect the app (you can find the feature in Documents > Settings> Security > Passkey Lock; we also recommend you to turn on Enable Touch ID), there might be instances when you can't remember the passkey lock you've applied to the app. Please note that we do not store any of your data, in...
For sending files via email, the Documents app uses a standard iOS mail client; when you send a file via More... button > Email, all operations are carried out with the Mail app tools. If files can't be sent from Documents, this is most likely because the Mail App is not installed, properly configured in the System Settings of your device, or is...
In Documents, here's how the space the app takes up is counted in iOS settings: the size of the app itself (like when you initially download it from the App store) + all the files you see in your iCloud Drive > Locations > Documents + files from iTunes Files folder + different cache types (you can check them in iExplorer). If you notice th...
The Documents app currently operates as a subscription-based app - the purchase is handled by App Store and the subscription can be found in your iOS Settings > Subscriptions. The next billing day can also be seen there. If you've purchased the subscription, but it doesn't seem to work for you or some of the features are still locked, please make...
If it looks like the app consumes the battery of your device too much or the background activity seems to be concerning, here are the details you should know as well as some steps you can take in order to improve the situation. If you have a lot of files in the app and you enable Indexing in the app's settings for the very first time, the process m...