Issues with file management

Article ID: KB35474

Type: Support Content

Last Modified: 01-14-2014


Product(s) Affected:

  • BlackBerry 10 OS
Jump to: Environment | Overview
  • BlackBerry 10 OS
  • Dropbox
  • Box

The following information is intended for retail support representatives who are assisting customers with troubleshooting.

The customer cannot find their cloud storage files

  • Ask the customer if they performed an initial sync of all their files in a cloud storage application to their BlackBerry smartphone.
  • Ask the customer if they are looking in the correct location for their files.
  • Ask the customer what type of file they are searching for.
  • Ask the customer if they are in an area with good Wi-Fi coverage.

Troubleshooting steps

  • Verify that the customer allocated the proper amount of time required for the file to be transferred.
    The initial sync could take a significant amount of time depending on the amount and size of the files to be synced.
  • Advise the customer to force a sync of their files to make sure that this option works on their BlackBerry smartphone.
  • Verify that the customer is looking in the correct location on their BlackBerry smartphone for their cloud storage files.
  • If available, verify that the option to automatically sync photos and videos is set to the customer’s preference.
  • Verify that the customer is in a good area of Wi-Fi coverage.
    • Advise the customer that to sync files over the mobile network, they must switch this feature from Off to On in the main login screen for Dropbox and Box.
      Note: By default, cloud storage files are only synced by Wi-Fi.
  • Verify that cloud storage works on the customer’s BlackBerry smartphone by testing the other application (for example, if a customer has problems with Dropbox, test that the Box application works).
  • If the application is the issue, reload the application.
  • If the application is not the issue, restart the BlackBerry smartphone using one of the following methods:
    • Hold down the Lock key, and then tap Restart.
    • Shut down the BlackBerry smartphone by holding down the Lock key until the BlackBerry smartphone shuts off, and then turn the BlackBerry smartphone back on by tapping the Lock key.
    • If possible, remove the battery to shut down the BlackBerry smartphone, and then turn on the BlackBerry smartphone by inserting the battery and tapping the Lock key.
    Note: After any BlackBerry smartphone restart, make sure that the customer completes the Restart Survey that may appear when the BlackBerry smartphone turns back on.


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