Troubleshoot files
Fix uploads that fail, files you can't find, previews that don't load and share links that don't open.
Most file problems come from an interrupted upload, a filter hiding the file, permissions or a share link that has run out.
An upload fails
You see "We could not upload this file. Please check the file and try again."
- Check your connection and try one file on its own.
- Close the file in any other app, then upload it again.
- Rename the file with a simple name if it has unusual characters.
- If nothing uploads, check with an admin that your role can manage files.
A file is missing
- Clear the search box and the filters.
- Check you are in the right folder, or go to All Files.
- Turn on Include Trashed in case it was deleted, then Restore it.
- Check the record it belongs to, such as the project or contact. Files added there may not be in the folder you expect.
A preview doesn't load
Some file types can't be shown in the browser. Select Download and open the file on your computer. If the downloaded file won't open either, the original may be damaged; upload it again.
A download link stopped working
Download links are temporary. Go back to the file and select Download again.
A share link doesn't open
Open Share on the file and check the link hasn't expired, reached its Max Downloads or been revoked, and that the recipient has the current password. If the link has run out, create a new share and send the new link.
File actions are greyed out
Archived and trashed files only offer Restore. Other actions, such as rename, move, replace and share, depend on your permissions for that file.