Files & Folders Problems
The things that go wrong with files, and what each one means.
Most problems here are one of three things: the file was too big or the wrong type, you are looking in a view rather than a folder, or the folder's storage service is not the one you assumed.
Known Issues
Dropping files asks me to choose a folder
You are in All Files.
All Files is a view across every folder, not a place a file can live. Pick a real folder in the sidebar, or choose the destination when asked.
A file will not upload and says it is too large
It is over the per-file ceiling.
The limit is 64 MB per file. Compress it, or use the video library for long video.
A file type is rejected
Only certain extensions are accepted.
Images, video, audio, PDF, DOC, DOCX, TXT, MD and WOFF2 fonts are allowed. Anything else — a ZIP, a spreadsheet, an executable — is refused before it uploads.
A file has no URL to copy
Its folder is on private storage.
Only files on the public delivery service have a public address. Move the file to a folder on that service if it needs to be linked from a page or a message.
A link to one of my files stopped working
The file was deleted, not moved.
Moving a file keeps its URL. A broken link means the file is gone, and deletion here is permanent — it will need re-uploading.
I cannot find a file I know I uploaded
Search is scoped to the current folder.
Switch to All Files and search there. Also check Unfiled — files that arrived without a folder collect there. Search matches names and tags only.
A folder will not delete
It is one Zyntro created and depends on.
Protected folders — Images, Documents, Forms, Logos and the rest of the standard set — can be emptied but not removed, because other parts of the platform file things into them.
Creating a folder is refused
The tree is already eight levels deep at that point.
Folders nest up to eight levels and the message names the level you tried to reach. Create it higher up, or move the branch.
Uploads stopped when I reloaded the page
A reload cancels anything in flight.
The progress panel survives changing folders but not a page reload. Re-upload whatever did not finish.
Folder counts look wrong
They mean different things expanded and collapsed.
A collapsed folder counts everything beneath it, including subfolders. Expanded, it counts only its own files. A parent whose number drops when you open it is behaving correctly.
Need More Help?
If a file uploaded successfully but will not open or download, send us the file name and the folder it is in.
Contact Support