HCP Anywhere User Help

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Troubleshooting the mobile app

This table describes some errors you may encounter when using the mobile app and the actions you can take to correct them.

Problem Description and action

The app fails to be registered.

One of:

Ensure that the username, password, and system name that you specified are correct.

You need to register your Active Directory user account in the User Portal. For information, see Registering with HCP Anywhere.

The app cannot connect to the HCP Anywhere system. See The app cannot connect to the HCP Anywhere system. below.

The server does not support the version of the app on your device, or vice versa. See The HCP Anywhere system does not support the version of the app installed on your mobile device. below.

You cannot view one of your files.

One of:

The app cannot connect to the HCP Anywhere system. See The app cannot connect to the HCP Anywhere system. below.

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 WiFi-only access.

The file you are attempting to view has been deleted or renamed on another one of your devices. For information on updating the files list, see Refreshing the list of files.

The file is larger than the file size limit for the app. For information on changing this limit, see Configuring file size limit.

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

One of:

The app cannot connect to the HCP Anywhere system. See The app cannot connect to the HCP Anywhere system. below.

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 WiFi-only access.

One or more of the files have been deleted or renamed on another one of your devices. For information on updating the files list, see Refreshing the list of files.

One or more of the files are larger than the Upload/Download File Size Limit setting. For information on changing this limit, see Configuring file size limit.

The total size for the files exceeds the size of the cache that HCP Anywhere uses. For information on changing the size of this cache, see Configuring the file cache.

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:

The app cannot connect to the HCP Anywhere system. See The app cannot connect to the HCP Anywhere system. below.

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:

oTo free up space in your quota, delete or remove files from your synced folder.

oAsk your HCP Anywhere administrator to increase your storage quota.

The filename contains one or more characters that HCP Anywhere does not allow in filenames. For information on the characters that HCP Anywhere does not allow, see Naming considerations.

The file has an extension that has been prohibited by your HCP Anywhere administrator.

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 storage quota has been exceeded.

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. For more information, see Viewing your space used and remaining.

Do one of these:

To free up space in your quota, delete or remove files from your synced folder.

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. For example, the list includes a file that you deleted from the User Portal.

One of:

The app cannot connect to the HCP Anywhere system. See The app cannot connect to the HCP Anywhere system. below.

The list of files that you are viewing is not up-to-date. For information on updating the list, see Refreshing the list of files.

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. To do this:

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 the Remove button.

6.In the alert, tap the Remove button.

7.Enter the password for your device.

The configuration profile is deleted.

8.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:

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 WiFi-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 or Windows Phone, a file in your list of favorites says No Local Copy.

The file has been added to your list of favorites 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 WiFi-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 favorites. For information on doing this, see Updating your favorites.

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

One of:

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, Google Play Store, or Windows Phone 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 and, possibly, change the password for your device.

The HCP Anywhere administrator changed the mobile device password requirements.

On an iOS device, you are forced to reinstall the HCP Anywhere configuration profile and, possibly, change the password for your device.

The app was deregistered but you didn't deregister it yourself.

One of:

The HCP Anywhere system administrator deregistered your app.

Your device was automatically deregistered because it was inactive for too long.

A change occurred on the HCP Anywhere system that caused the app 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.

For information on registering your user account, see Registering with HCP Anywhere.

You deregistered your Android device from the mobile app but the device is still listed on the My Devices page in the Portal.

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 Portal.

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