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    Contents
    • Getting Started
      • Add files to Documents
      • Create a folder or a subfolder in Documents
      • How to rename, move, and delete your files
      • Sync and back-up your files using cloud storages
    • Using Documents
      • Supported file formats
      • Create a new file in Documents
      • Create a folder or a subfolder in Documents
      • Copy, move, rename, delete, restore, or compress files and folders
      • Customize the view of your files
      • Use search in Documents
      • Access recently opened and favorite files
      • Organize your files with Inbox
      • Documents internal web browser
      • Download files from the Internet
      • Why VPN?
      • Use VPN in Documents
      • Documents VPN provider & Privacy
      • Share files via the Share button
      • Save files from other apps to Documents via Extension
      • Transfer files from Safari to Documents
      • Transfer files between iOS device and desktop using Wi-Fi
      • Transfer files to another iOS device with Nearby
      • Transfer files to desktop or another iPhone/iPad with WebDAV
      • Share files with Android devices
      • iTunes file sharing
      • Share files from cloud via a link
      • Sync and back-up your files using cloud storages
      • Sync a folder with the 2-way sync
      • Set up sync with Mac via SFTP
      • Connect to your Mac or PC via SMB
      • Time Capsule set up
      • Siri shortcuts in Documents
      • View two PDFs side by side
      • Documents widgets
      • Quick Actions
      • Quickly scroll to the top
      • Smart Actions in Documents
      • Share files from cloud via a link
      • Use iOS Live Text in Documents
    • Troubleshooting
      • Files look broken
      • Music stops when the screen is locked
      • Documents app quits unexpectedly
      • Documents app freezes
      • Sync issues
      • There is no Documents app in the 'Open In' menu
      • Annotations are not visible in Documents while working with a third-party app
      • Restore accidentally deleted files
      • VPN-related issues
      • Wi-Fi Transfer issues
      • Can't access a password protected app
      • Email can’t be sent
      • The app occupies too much space
      • Subscription issues
      • Battery usage and background activity of the app
    • Billing & Subscription
      • Upgrade to Documents Plus
      • How to cancel the free trial for Documents Plus
      • How to check and manage your subscription status
      • Refund processes in Documents
    • Privacy & Data
      • Documents privacy FAQ
    • Contact us
    Home Troubleshooting Files look broken

    Files look broken

    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 the files in your iCloud folder look broken, please make sure that you have enough free space on your device (you can check this in iOS Settings of your device > General) as well as your iCloud account (for this, go to iOS Settings > Apple ID, iCloud, Media & Purchases > iCloud); in the meantime, you can access files in the Files app > iCloud Drive > Documents folder.

    If it doesn't help, please send us logs - we're happy to help you personally:

    1. Open Documents.   
    2. Go to Settings  > Support > toggle on Detailed logging.   
    3. Reproduce the issue if possible or let the app run for some time.   
    4. Go to Settings  > Support > Send Feedback. 
    Note: The logs you will send us may contain sensitive personal information, so we encourage you to review them before sending them to us. We will, of course, treat logs as confidential information, never share them with third parties and retain them according to our Privacy Policy.
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