Photos or files won't open or download

If a record appears but its photos or files won’t open, or Unable to Download File appears, check the file’s transfer status.

Attachments transfer through iCloud separately from record information. A connection problem or failed transfer may keep a file from reaching the device where you want to view it.

Option 1

Check the connection and try downloading again

1. Connect the device where you want to open the file to the internet.
2. Open the record and tap the attachment.
3. If a download failure dialog appears, tap Try Again.

Option 2

Retry a failed file transfer

1. Touch and hold the attachment in the file field.
2. If the download failed, tap Retry Download.
3. If the upload failed on the device where the file was added, touch and hold the attachment there and tap Retry Upload.

Before using a file on another device, make sure the device where you added it is connected to the internet. If you created a backup, also review any warning about the number of attachments left out.

If the problem continues, include the file type, source and destination devices, transfer status, and message shown when contacting support.