18. Troubleshooting¶
Part 18
The messages QuantaCloud shows are usually precise about the cause. This table pairs each with what to actually do.
What you see |
What it means |
What to do |
|---|---|---|
No entitled products are available |
Your account exists but has no product granted. |
Ask an administrator to grant a product. This is not a password problem. |
Account is locked |
Five failed sign-in attempts. |
Wait 15 minutes — it unlocks by itself. Trying again before then restarts the wait. |
No reset email arrives |
Mail is probably not configured. |
Check spam, then ask your administrator to check the mail settings. |
An unexpected error occurred |
A general message that hides the real cause. |
Note the exact time and what you were doing, and file it on the Feedback page. Administrators can find the real reason in the service logs. |
Upload fails partway |
Quota, file-size limit, or role. |
Check the quota on Settings → Storage, check your role is Editor or Owner, and retry a single small file to isolate it. |
No preview available |
That file type is not previewable, or exceeds the preview size limit. |
Download it and open it locally. |
Bucket list is empty when creating a workspace |
No storage configured for QuantaDrive. |
Ask your administrator to set it up. |
Box is not available yet |
The connector is switched off. |
Ask your administrator to enable Box. |
Device shows Never synced |
The desktop app has not connected or has no folders chosen. |
Open the desktop app, confirm it is signed in, and add at least one folder to back up. |
Backup failed on a device |
Some files could not be uploaded. |
Check the app is running, files are not locked open, and the machine has network. |
QuantaGrid stops listing buckets |
Temporary storage credentials have expired. |
Use Switch cloud in the Explorer and sign in to the provider again. |
A colleague cannot open a file I sent them |
They are not signed in, or not a member of the workspace. |
Add them to the workspace (10.1) and ask them to sign in. |
Restore is greyed out in Trash |
The original location was itself deleted. |
Restore the parent folder or workspace first, then the item. |
18.1. Before you report a problem¶
Reload the page
A surprising share of oddities are a stale page.
Check your role and access
My Account shows your Application Access and Group Memberships; the workspace list shows your role in each workspace.
Try it once more, slowly
Note the exact words of any message and the time it happened.
File it on the Feedback page with a screenshot
A screenshot and a timestamp cut the diagnosis time roughly in half.