Cloud Manager by Team Knowhow - FAQ

We’ve put together a list of questions we’ve been asked about Cloud Manager to help you get going.

If not, or you want to speak to us about anything else, you can contact us here.

Frequently asked questions

  1. When I try to create my account, it says it already exists.
  2. I want to upload certain files, not everything from my phone.
  3. Why are some files added twice?
  4. I’ve set up Cloud Manager on a second device. Why can’t I see my files?
  5. I have a few different Cloud drives. How do I see all of the files in just one of them?
  6. I have ‘Upload New Content’ turned on, but Cloud Manager isn’t adding any new files.
  7. Where do my files go when I download them to an Android phone?
  8. Why do some uploaded files appear in the ‘Cloud Manager’ folder and some don’t?
  9. I uploaded a file from a computer but it’s not showing on the app.
  10. Can I save files to Cloud Manager while I’m offline?
  11. I can’t see any of the files I uploaded to iCloud from my old iPhone.
  12. I want to upload a video I recorded on my phone but I can’t find them. Where are they?
  13. I’ve set some files to view offline. Where are they?
  14. Can I cancel uploads before they’re finished?
  15. Do the dates in Timeline view show when the file was created, or uploaded?
  16. I can’t see any of the files from a specific Cloud drive.
  17. Where are files saved when I move them from one Cloud service to another?
  18. Does Cloud Manager store my user details and passwords?
  19. What’s the difference between ‘Upload now’ and ‘Upload new content’?
  20. Can I use Cloud Manager on more than one device at once?
  21. Can I add multiple accounts from a single cloud service?
  22. Can I choose the specific place that I move a file to?
  23. I marked some files as favourites, but now I can’t see them in the ‘Favourites’ view.

1. When I try to create my account, it says it already exists.

Once you’ve created an account using your insurance policy number, you can just log in using the user name and password, even if you’re setting Cloud Manager up on a new device.

2. I want to upload certain files, not everything from my phone.

Before you start uploading your files, open the Settings menu and tap Upload to choose which file types get added to the Cloud.

3. Why are some files added twice?

If you manually upload a few files and have automatic backup set up too, some files will appear twice. To remove a duplicate, highlight it and press the bin icon on the options bar.

4. I’ve set up Cloud Manager on a second device. Why can’t I see my files?

Cloud Manager doesn’t store your personal details, so it can’t automatically log into your accounts. To see your documents, just log into your account again on the second device.

5. I have a few different Cloud drives. How do I see all of the files in just one of them?

In a list of files, tap Filter by drive to choose the drives you want to see.

6. I have ‘Upload New Content’ turned on, but Cloud Manager isn’t adding any new files.

Check the ‘Upload’ options in the Settings menu, because you might need to choose the types of file you want to automatically upload. If you have an Android or Windows phone, Cloud Manager needs to be open and running in the background for uploads to work.

7. Where do my files go when I download them to an Android phone?

Downloaded files always appear in the ‘Downloads’ folder, in a sub-folder called ‘Cloud Manager’.

8. Why do some uploaded files appear in the ‘Cloud Manager’ folder and some don’t?

Most files are automatically uploaded to the Cloud Manager folder, but if you manually upload a single file, it’ll appear in the drive’s ‘root’ folder.

9. I uploaded a file from a computer but it’s not showing on the app.

The app just needs to refresh - pull the screen down and wait for it to update.

10. Can I save files to Cloud Manager while I’m offline?

You can add files to the Cloud Manager when you’re offline and they’ll automatically upload the next time your device connects to the internet.

11. I can’t see any of the files I uploaded to iCloud from my old iPhone.

Because of the way iCloud works, you can only see files you’ve uploaded on the device that did it originally. Your documents are safe, you just need to use the iCloud app to see them.

12. I want to upload a video I recorded on my phone but I can’t find them. Where are they?

By default, videos recorded on Android phones are saved in the ‘Videos’ folder. You’ll find videos in ‘Camera Roll’ on iPhones.

13. I’ve set some files to view offline. Where are they?

Files set as ‘Offline Files’ can be opened in the app (they won’t appear on your phone or tablet unless you download them)

14. Can I cancel uploads before they’re finished?

You can cancel files mid-upload by tapping the red ‘X’ next to its name. You can cancel everything currently uploading by pressing the button at the bottom of the screen.

15. Do the dates in Timeline view show when the file was created, or uploaded?

The dates shown beside each file is the date that it was uploaded to the Cloud Manager.

16. I can’t see any of the files from a specific Cloud drive.

If the Cloud provider makes a change to the app, like an update or adds new features, you’ll need to log back in to be able to see your files.

17. Where are files saved when I move them from one Cloud service to another?

When you move files between Cloud services, they’re added to the ‘Cloud Manager’ folder within the new app.

18. Does Cloud Manager store my user details and passwords?

Cloud Manager doesn’t save or record any of your personal information. Permission to access your files comes from your Cloud storage, so it doesn’t need to store anything about you.

19. What’s the difference between ‘Upload now’ and ‘Upload new content’?

‘Upload now’ uploads everything on your phone or device to the Cloud.
‘Upload new content’ just uploads anything added since the app was installed.

20. Can I use Cloud Manager on more than one device at once?

Cloud Manager can be used on up to three device at once.

21. Can I add multiple accounts from a single cloud service?

You can add multiple accounts from a single Cloud service - just set it up as a new account.

22. Can I choose the specific place that I move a file to?

You can choose where a file is moved to by uploading it using the ‘Folders’ tab. Find the one you want to move and press ‘Here’ and select where you want it go.

23. I marked some files as favourites, but now I can’t see them in the ‘Favourites’ view.

Files will always appear in the Favourites menu unless they are moved of the file name is changed.

If you can't find the answer to your question above, contact one of our Team Knowhow experts here and we’ll help you out.

 

Did we help?

Share your thoughts?

Done

Thanks

 
 
 
 
Not Available
 
 
 
 
Not Available Not Available

{{::result.tkh_title}}

{{::result.tkh_title}}

{{::result.tkh_replicatedDate}}