Storage troubleshooting
Fix a storage connection that fails its test, a NAS that can't be reached, or linked files that stopped opening, using the built-in checks and live troubleshooting.
Overview
Personal360 tests storage the same way it uses it, one check at a time, and explains any failure in plain words. For a NAS that can't be reached, it also probes the address and opens a Live troubleshooting panel with fixes in the order worth trying. Most problems can be solved from the File Storage page without contacting support.
Before you start
- Storage settings can only be tested and changed by the household Owner.
- Have access to your NAS admin pages or cloud account in case a fix needs a change there.
Steps
- Open File Storage in the sidebar. A card marked Connection problem had a failed test.
- Press Test again. The wizard opens at the Test step and runs every check.
- Find the check marked ✕ and read the sentence under it. Common messages:
| Message says | What to do |
|---|---|
| The address could not be found | Check the host name for typos and that the DDNS name is still active |
| No answer within 20 seconds | Forward the port on your router, or use a direct address, not a relay link |
| The certificate is not trusted | For your own NAS, tick Allow a self-signed certificate, or install a valid certificate |
| That port is not speaking HTTPS | Use the HTTPS port (Synology 5001, QNAP 5006) |
| Rejected the user name or password | Re-enter them with Edit |
| Two-factor authentication is on | Use a dedicated user with two-factor off |
| That folder does not exist | Check Folder for Personal360; it starts with the shared folder name |
| The saved approval is no longer valid | Reconnect Google Drive, OneDrive or Dropbox |
- If the NAS couldn't be reached, work through the Live troubleshooting panel. It may suggest checking the address, renewing DDNS, using a direct address, using the HTTPS port, fixing the certificate, opening the port on your router, checking for carrier-grade NAT, or connecting through Tailscale Funnel.
- After each fix press I did this — test again, or Still failing? Next fix → to move on.
- When all checks pass, press Save and use followed by your provider name.
Example
The Mehta household's internet provider shares one public address between customers, so port forwarding can never work. The panel's Check whether port forwarding can work at all step confirms this. Rohan follows Connect through Tailscale Funnel (no router changes), pastes the new public address into the box, and presses Use this address and test. The checks pass.
FAQs
Why can't I connect an SMB or NFS share?
They are home-network protocols that must never be exposed to the internet. Use the same device's WebDAV or Synology option.
Do I lose my documents while storage is broken?
No. Your document records, dates and alerts are untouched. Only opening linked files waits until the connection works again.
Who else is affected by a broken connection?
Everyone in the household: previews, Scan for data, AI summaries and auto-sync all need the storage to be reachable.
Troubleshooting
Linked files stopped opening after I changed storage
Documents linked from the old drive or NAS keep their links but only open while that storage is connected. Reconnect it, or replace those files with uploads or links from the new storage.
Cloud connect says the server isn't set up
That provider hasn't been enabled. If you don't see the option or get this message, your Personal360 administrator hasn't enabled it. Use another option meanwhile.
Files stay in Waiting after a sync
Each run handles a limited batch, and if the storage drops out mid-run the remaining files stay queued. They're picked up on the next run; press Sync now once the connection test passes.