Troubleshooting

This article provides solutions to common issues you may encounter when using File Storage in roommaster Web.

Common issues

"File type not allowed"

Problem: You receive this error when trying to upload a file.

Solution: The file type is blocked for security reasons. File Storage does not allow the following file types:

Category	Blocked extensions
Executables	.exe, .dll, .bat, .cmd, .com, .msi, .scr
Scripts	.js, .vbs, .ps1, .sh, .bash
Audio	.mp3, .wav, .flac, .aac, .ogg, .wma
Video	.mp4, .mpeg, .avi, .mov, .wmv, .flv, .webm, .mkv, .m4v
Archives	.zip, .rar, .7z, .tar, .gz, .bz2, .xz
System files	.sys, .drv, .ini, .reg
Web files	.html, .htm, .php, .asp, .aspx, .jsp, .cgi

To upload your content, convert it to an allowed format (e.g., PDF, DOCX, XLSX, PNG, JPG).

"Invalid file name"

Problem: The file name contains forbidden characters or uses reserved names.

Solution: Ensure your file name follows Windows path compatibility rules:

• Remove forbidden characters: < > : " / \ | ? * and control characters
• Avoid reserved names: CON, PRN, AUX, NUL, COM1-9, LPT1-9
• Max filename length: 255 characters
• Max path length: 260 characters
• Cannot start or end with spaces, or end with periods

Rename your file and try again.

"Batch limit exceeded"

Problem: You selected too many files for upload or download.

Solution: File Storage has the following limits:

• Max 50 files per upload batch
• Max 50 files per bulk download
• Max 50 files per bulk delete

Select fewer files and perform the operation in multiple batches if needed.

"File size too large"

Problem: You cannot upload a file because it exceeds the size limit.

Solution:

• Maximum file size is 8 MB
• Files larger than 8 MB cannot be uploaded to File Storage
• Reduce the file size (compress images, split documents) or contact support if you need to upload larger files

File stuck in "syncing" status

Problem: A file shows a blue spinner and remains in "syncing" status.

Solution:

• Wait a few moments – files are syncing to roommaster Cloud and may take time depending on size
• If the file remains in syncing status for more than 30 seconds, it will show a "Pending" (amber warning) indicator
• If the issue persists, contact support

Download button disabled

Problem: The download button is grayed out or disabled.

Solution: The file is still syncing to roommaster Cloud. Wait until the file shows the "Ready" status (no indicator) before downloading.

Share link expired

Problem: The recipient cannot access a shared link.

Solution:

• All share links expire after 7 days
• Create a new share link and send it to the recipient
• Share links cannot be extended or revoked

Cannot see Users and Groups tabs

Problem: The Users tab and Groups tab are not visible in File Storage.

Solution:

• The Users and Groups tabs are only visible to managers and users with upper permissions
• If you do not see these tabs, you do not have the required permissions
• Contact your system administrator or manager to request access if you need to manage users or groups
• Regular users will only see the Files and Activity tabs

File Storage is not present in my side menu

Problem: File Storage does not appear in the roommaster Web navigation menu.

Solution:

• This means the import has not been done and no users have access to File Storage yet
• To enable File Storage and trigger the import:
  1. Go to roommaster Cloud
  2. Navigate to Setup → User Profiles
  3. Grant a user File Storage permission
• Granting access to the first user will trigger the import of folders and files from roommaster Cloud into File Storage
• After the import completes, File Storage will appear in the navigation menu for authorized users

User has File Storage permission but cannot log in

Problem: A user has been granted File Storage permission in roommaster Cloud, but they cannot access File Storage.

Solution:

• The user needs an SSO account to access roommaster Web and File Storage
• File Storage permission in RMC alone is not enough – the user must also have a valid SSO account
• To resolve this:
  1. Ensure the user has been invited to create an SSO account
  2. The user must accept the invitation and complete account setup
  3. Once the SSO account is active, they can access File Storage

User cannot see certain folders

Problem: A user can access File Storage but cannot see specific folders (e.g., Night Audit, Exports).

Solution:

• Users only see folders that have been shared with the groups they belong to
• To give a user access to a folder:
  1. Go to the Groups tab (manager access required)
  2. Either add the folder to a group the user is already in, or
  3. Add the user to a group that already has access to that folder
• Remember: All users are automatically part of the default group, but additional folders may require membership in other groups

Email not opening when sharing a file or folder

Problem: When clicking to email a file or folder link, your mail application does not open.

Solution:

• This issue occurs when no default mail application is configured on your device
• On Mac, if no default mail app is set, the system may open Chrome (or your default browser) instead of a mail client
• To fix this, configure your default mail application:

On Mac:

1. Open the Mail app
2. Go to Mail → Settings (or Preferences)
3. Under the General tab, set your preferred email app in the Default email reader dropdown

On Windows:

1. Open Settings → Apps → Default apps
2. Scroll down and click Email
3. Select your preferred mail application (e.g., Outlook, Mail)

After configuring your default mail app, the email option in File Storage will open your mail client with the share link pre-filled.

Performance tips

• Use bulk operations for multiple files instead of uploading/downloading files one by one
• Clear completed uploads from the progress panel to improve performance
• Use filters instead of scrolling through large folders to find files faster

Still need help?

If your issue is not listed here or the solution does not resolve the problem, please contact our support team at support@roommaster.com or visit our Knowledge Base.