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Troubleshooting and FAQ

Start with the visible symptom and the result you expected. Try the smallest safe check first, note what happens, and move to the next section only when it matches your issue. Provider-only checks are labeled separately.

Never send support a password, app password, authentication or wallet backup file, seed phrase, recovery code, API key, access token, complete configuration file, or unrelated log history.

Account invitation or first login fails​

  1. Open the original invitation for the intended NuQloud server.
  2. Confirm it has not visibly expired or already been used.
  3. Retry in a current browser without forwarding or publishing the invitation link.

Expected result: the original invitation opens account creation or sign-in for the correct server.

If it still fails: send your provider the visible error, approximate time with timezone, and server hostname. Remove the private invitation token from URLs or screenshots. A provider administrator may need to verify or replace the invitation.

NuQloud cannot be installed as a desktop app​

  1. Use Chrome, Edge, Brave, or Chromium on desktop.
  2. Sign in and refresh the NuQloud Dashboard.
  3. Look for the browser install icon or Install app menu item.
  4. On iPhone or iPad, use Safari and Add to Home Screen.

Expected result: NuQloud opens in its own app-like window or from the home screen. The PWA does not replace the separate desktop Files sync client.

A mobile or desktop app says Nextcloud​

Compatible clients may retain upstream Nextcloud branding. This alone is not an account or security problem. Use your NuQloud server address and NuQloud login.

Files are not syncing​

  1. Confirm the desktop sync client is running and connected to the intended NuQloud server.
  2. Confirm the affected folder is selected and the computer has free storage and internet access.
  3. Open the client's activity/error view and check for a filename, permission, quota, or conflict message.

Expected result: the client reports Up to date, or displays a specific error that identifies the next check.

If it still fails: report the operating system and client version, exact redacted error, and whether one file, one folder, or all files are affected. Provider support must verify account-wide quota, permission, or server state.

Mobile photos do not upload​

Confirm that auto-upload is enabled, the Files app has photo permission, uploads are not paused on mobile data, the destination folder still exists, and the phone has network access. Test one new photo and check the upload activity.

  1. Confirm the file still exists and sharing remains enabled.
  2. Check link expiry, password, recipient, and permission settings.
  3. Create a replacement link only if the owner intends to invalidate or replace the old one.

Do not send a private share link or password in a public ticket. State the share type, intended permission, and visible error instead.

Talk message, call, or AI assistant fails​

For chat or calls, confirm the conversation opens and the intended participants are present. Complete the call device check and verify microphone, camera, notification, or screen-sharing permissions as appropriate.

For a NuQloud AI assistant:

  1. Confirm it is present in the conversation.
  2. Mention its displayed name and send one short text request.
  3. If a queue notice appears, wait for that request instead of resubmitting it.

Expected result: the message, assistant reply, or device check succeeds, or a specific visible error identifies the failing stage.

If it still fails: report the conversation name (not its private token), assistant display name when relevant, approximate time with timezone, and exact visible error. If the assistant is missing, your provider may need to verify its activation and audience.

A Talk recording or media file cannot be transcribed​

When your provider has configured speech transcription and the required NuQloud AI tools:

  1. State whether the media is attached to your current Talk message or stored in NuQloud Files.
  2. For stored media, confirm you can open the file and provide a safe filename fragment.
  3. For a Talk recording, provide the conversation and approximate recording date.
  4. If several safe matches appear, select the intended one instead of asking the assistant to guess.

The assistant searches only Files visible to you. A recording may be owned by the participant who started it and may need to be shared. Provider support does not need to grant the assistant blanket access to a server folder.

If an accessible file still fails, report its extension, approximate size/duration, failure time, and visible error. Do not include transcript content unless it is necessary and you are authorized to share it.

Normal Mail cannot connect, send, or receive​

Confirm the email address and provider-supplied IMAP/SMTP hosts, ports, and TLS mode. If the mail account uses two-factor authentication, follow the mail provider's app-password process. Send a small test message to yourself and note whether sending, receiving, or both fail.

If it persists, report the mail provider name and exact redacted error. Never send the password or app password. See Mail for detailed setup.

Calendar invitation or appointment notice is missing​

Confirm the attendee address, event state, intended calendar, and timezone. For a Talk meeting, confirm both Calendar and Talk are enabled. Test with a fictional or internal attendee before distributing a booking link broadly.

Provider support must inspect live calendar/mail delivery when the event saves correctly but notices still fail.

A decentralized app request fails​

Confirm that you have a linked decentralized account, a registered name when the app requires one, enough publishing credits, an unlocked account when required, and that you approved the exact request.

Decentralized publishing fails​

  1. Confirm the source file still exists and the intended publish mode is selected.
  2. Confirm the linked account is available/unlocked when required and enough publishing credits are shown.
  3. Retry once after a short wait if the interface reports a temporary gateway or node problem.

A failed write should not consume reserved publishing credits. Persistent node, gateway, transaction, or disputed credit problems require live provider verification.

A published file was changed or deleted in cloud storage​

Cloud storage and decentralized publishing have separate lifecycles. Editing a cloud file does not automatically update an existing QDN copy unless your workflow explicitly does that. Deleting the cloud file does not necessarily delete a previously published resource. Publish again to update it, or use the available delete/tombstone process for the published resource.

An AI action asks for approval or did not happen​

An assistant can use only its assigned capabilities and your permitted data. When an action requires approval, nothing has changed yet.

  1. Review the exact action, target, and scope in the current prompt.
  2. Confirm only when it matches your intent; otherwise decline or let it expire.
  3. After confirmation, wait for the displayed action result before treating it as successful.

An earlier or unrelated “yes” is not approval for a different action. If a capability is unavailable, ask the assistant owner/provider to verify its assignment and your permission; do not bypass the policy with another tool.

The Decentralized Apps debug panel is hidden​

Use the dock/auto-hide control to keep it open. If it is minimized, use the expand control. If it still seems stuck, refresh Decentralized Apps and reopen the app.

Escalate an unresolved issue safely​

When the matching checks do not resolve the issue, provide:

  • expected behavior and actual behavior;
  • exact visible error or a screenshot with private data hidden;
  • date/time with timezone and whether the issue is repeatable;
  • affected NuQloud area, device/app version, and whether one or several people are affected;
  • the steps already tried.

Include only a short relevant log window when provider support specifically asks for it. Do not send complete configuration files, unrelated logs, private conversation links/tokens, or sensitive file, message, recording, or transcript contents unless they are necessary and authorized.