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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
      • Enhance your files with Tools
      • Set up reminders for your files
      • Access your device files via the Files app folder
      • Documents internal web browser
      • Download files from the Internet
      • Save links in Documents
      • 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
      • Transfer files between Documents and your Mac using a USB cable
      • 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
      • Documents widgets
      • Quick Actions
      • Quickly scroll to the top
      • Smart Actions in Documents
      • Use iOS Live Text in Documents
      • How to set password to the app
      • Documents Widgets in Control Center
      • iPhone Mirroring 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
      • Music skips while playing
    • 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 Documents app freezes

    Documents app freezes

    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.
    1. Restart the app on your device.
    2. Please make sure to hard reboot your iPhone or your iPad.
    3. Send us an email to rdsupport@readdle.com. In your message to our support team, describe the issue you are experiencing with Documents.

    If the app freezes while loading a file

    1. Check if the file contains vector graphics. These are either diagrams and graphs or the text that doesn't look blurry or pixelated even if you zoom it in drastically. Such a file can also look like a checkered background - in this case, it means that the graphics are heavy and our app needs some time to load the content.
    2. If it's a PDF, try opening this file in the iBooks app - this is a standard iOS app that uses the same system component as we do:
    • If the file freezes in the iBooks app, the problem is file-specific. We're sure that Apple is aware of such cases and a new iOS update might fix the problem - still, you may want to contact Apple Support to make sure your vote is added for the fix they have registered. 
    • If the file doesn't freeze in the iBooks app but freezes in the Documents app, please contact us at rdsupport@readdle.com and, if possible, share the affected file with us - we're happy to help you personally. If you can't attach the file to the email, please upload it to either WeTransfer or a similar file-sharing service (for instance, Google Drive) that is convenient for you and send us the link.
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