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Troubleshooting the mobile apps

Cannot register the application

One of these:

Cannot reauthenticate

One of these:

  • Ensure that your username and password is correct.
  • Your username and password is correct, but you're locked out of your identity provider. Typically, this occurs because you've entered your password incorrectly too many times. In this case, ask your HCP Anywhere administrator to unlock your account.
  • Your username and password is correct, but your username has been recently changed by the administrator. In this case, the app incorrectly stores the old username. To reauthenticate the app:
    1. Deregister the app in the User Portal.
    2. Reregister the app.

Cannot view a file

One of these:

On an Android device, when sending multiple files to another app, the files fail to be downloaded

One of these:

When viewing a file in the app on an Apple device, the file contents are blank and you cannot send the file to other apps

The file viewer is experiencing an error. Turn off your device, turn it back on, and then try to view the file again.

Files fail to be uploaded

One of these:

  • The app cannot connect to the HCP Anywhere system. See The app cannot connect to the HCP Anywhere system.
  • One or more files are larger than the size of the cache that the app uses. For information on changing this value, see Configuring the file cache.
  • On an Android device, one or more files are larger than the Upload/Download File Size Limit setting. For information on changing this limit, see Configuring file size limit.
  • On an Android device, the app cannot create any more notifications for the files that you're adding. At most, you can add up to 49 files to HCP Anywhere at a time.

    To be able to add more files, remove HCP Anywhere notifications from the Notification drawer on your device. You can remove notifications only for HCP Anywhere operations that have finished. You cannot remove notifications for in-progress operations.

    For more information on Android notifications, see About Android app notifications.

  • One or more files are larger than the amount of space you have available in your storage quota. Do one of these:
    • To free up space in your quota, delete or remove files from your HCP Anywhere folder.
    • Ask your HCP Anywhere administrator to increase your storage quota.
  • The filename contains one or more characters that HCP Anywhere does not allow in filenames.
  • The file has an extension that has been prohibited by your HCP Anywhere administrator. If you are uploading multiple files, even if only a single file has a prohibited extension, all the files fail to upload.
  • The file contains a virus. The HCP Anywhere system can be configured to scan incoming files for viruses. In this case, the system does not synchronize files in which viruses are detected.

Your quota has been exceeded, files newly added to your HCP Anywhere folder will not be synchronized

Normally, HCP Anywhere prevents you from exceeding your storage quota. However, this can happen if your HCP Anywhere administrator changes your storage quota to be less than the size of the files that you've already stored in HCP Anywhere.

In this situation, the User Portal displays the amount of space by which your quota has been exceeded.

To resume normal operation, do one of these:

  • To free up space in your quota, delete files from or move files out of the HCP Anywhere folder.

    When you do this, the desktop application may take up to an hour to synchronize files that you added to the HCP Anywhere folder while your storage quota was exceeded.

  • Ask your HCP Anywhere administrator to increase your storage quota.

The list of files does not reflect a change that you made from another HCP Anywhere application

One of these:

On an Apple device, when reregistering the app, the configuration profile fails to install

After deleting and then reinstalling the app, when you attempt to register the app again, the HCP Anywhere configuration profile fails to be installed if either of these are true:

  • The HCP Anywhere software was reinstalled on the HCP Anywhere system since the user originally registered the application
  • The user is attempting to register with a different HCP Anywhere system

In this case, you need to delete the existing configuration profile from your mobile device.

Procedure

  1. Open the Settings application on your mobile device.

  2. Tap General.

  3. Tap Profiles.

  4. In the Configuration Profiles section, tap HCP Anywhere.

  5. Tap Remove.

  6. In the alert, tap Remove.

  7. Enter the password for your device.

    The configuration profile is deleted.

Next steps

To retry the configuration profile installation, open the mobile app and continue the registration process.

The app cannot connect to the HCP Anywhere system

One of these:

  • Your device does not have Internet access. Check your network connection.
  • The WiFi-only setting is enabled, and you are not on a WiFi network. For information on viewing and changing this setting, see Configuring Wi-Fi only access.
  • On Apple devices, the app incorrectly reports that it cannot connect when you attempt to register an iOS app at version 1.0.7 or earlier with an HCP Anywhere system at release 1.1 or later and on which all your other devices have been updated to support folder sharing. In this case, use the Apple App Store to update the version of the app that you are trying to register.
  • There is an issue with the SSL server certificate for the HCP Anywhere system. See your HCP Anywhere administrator for assistance.
  • The HCP Anywhere system is unavailable due to an upgrade or system recovery. If the problem persists, see your HCP Anywhere administrator for assistance.

On an Android device, you cannot uninstall or force stop the app

In order to uninstall, force stop, or clear data for the app, you need to remove the app as a device administrator on your device. Typically, you do this in the Security section of the device Settings app.

When you try to open a link to a shared file on an Android device, the browser on your device warns that the site is not trusted and the file fails to be downloaded

The HCP Anywhere system is configured to use a self-signed SSL certificate. Contact your HCP Anywhere administrator for help.

On an Android device, a locally saved file on your device says No Local Copy

The file has been saved locally to your device but the file failed to be downloaded to your device. Because no local copy exists on your device, you do not have offline access to the file.

A file can fail to be downloaded in these situations:

  • The app cannot connect to the HCP Anywhere system. In this case, check your network connection.
  • The file is larger than the Upload/Download File Size Limit setting. In this case, change the setting. For information, see Configuring file size limit.
  • The WiFi Only setting is turned on and you are not on a WiFi network. In this case, change the setting or connect to a WiFi network. For information, see Configuring Wi-Fi only access.
  • Your device does not have enough free space to save a copy of the file.

After resolving the problem, download the file again by updating your locally saved files. For information on doing this, see Updating your locally saved files.

The HCP Anywhere system does not support the version of the app installed on your mobile device

One of these:

  • The HCP Anywhere system has been upgraded and no longer supports the version of the app on your device. In this case, update the app.
  • The HCP Anywhere system is out-of-date and does not support the mobile apps currently available in the Apple App Store or Google Play Store. In this case, contact your HCP Anywhere administrator for assistance.

On an Android device, you are forced to reaccept the app as a device administrator

The HCP Anywhere administrator changed the mobile device password requirements.

On an iOS device, you are forced to reinstall the HCP Anywhere configuration profile

The HCP Anywhere administrator changed the mobile device password requirements.

One of your devices was deregistered, but you didn't deregister it yourself

One of these:

  • The system administrator deregistered your device.
  • The system administrator no longer allows you to register or use devices of that type. For example, you may be allowed to register Windows computers, but not Macs.
  • Your device was automatically deregistered by the system because it was inactive for too long.
  • A change occurred on the HCP Anywhere system that caused the device to be unable to continue synchronizing files with the system.

In these situations, reregister the application or contact your HCP Anywhere administrator for assistance.

All your apps have been deregistered and your files deleted

The HCP Anywhere administrator deleted your user account. You can continue using HCP Anywhere by logging back into the User Portal and reregistering your user account. However, all your files and all information about your HCP Anywhere activity are gone.

You deregistered your Android device from the mobile app but the device is still listed

The device was not able to connect to the HCP Anywhere system when you deregistered the device.

Deregister the device from the My Devices page in the User Portal.

Failed uploads to mobilized shares appear to succeed

You can continue to use pre-2.0 mobile applications with an HCP Anywhere system that's at release 2.0 or later. In this case, if you have access to mobilized shares, you cannot view or work with those shares with your out-of-date applications.

In a pre-2.0 application, you can create a folder with the same name as a mobilized share. The operation appears to be successful, but the folder is not actually created or synchronized. This also occurs for any files that you add to the folder.

 

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