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Troubleshoot file import and backup problems

A file will not import​

  1. Check the extension and plan size limit in Supported import and export formats.
  2. For .xls, save the workbook as .xlsx or .csv.
  3. For an image or scanned PDF, confirm that the text is clear and readable.
  4. If a mobile picker hides the type, try the web app.

A backup provider says Not ready yet​

The provider is not configured for the current app environment. Choose another ready provider or contact support; changing the user password will not fix this state.

A connection test fails​

  1. Disconnect the provider.
  2. Reconnect and approve its access request again.
  3. Run Test.
  4. If an external app-configuration error opens, stop and contact support with the provider name.

Backup files are missing​

  1. Confirm that Cloud Sync is active.
  2. Confirm the backup provider shows Connected.
  3. Create or change an eligible item.
  4. Look for the aiforms folder in the external drive.

See Configure Drive Backups for the complete setup.