IMPORTANT: If using the My Cloud Mobile App for Android device, please refer to Answer ID 14587: RETIRED: My Cloud Home: Android Mobile App Music Playback and Open In Message.
| Topic | Instructions |
|---|---|
| Spinning Circle Displayed | Click Here For Instructions |
| "Open In" Message | Click Here For Instructions |
| Black Image Displayed | Click Here For Instructions |
| Cannot "Save to Camera Roll" | Click Here For Instructions |
Description
Opening media content using the My Cloud Home Mobile app for Android or iOS may display a spinning blue circle instead of the "Unable to show file preview / Open In" message..
| Expected Results | Actual Results | |
 |
 |
Unsupported media content cannot be thumbnailed, viewed, streamed directly or transcoded and must be downloaded and viewed using a 3rd party Media Player. Media displaying a black image can be downloaded or opened in a 3rd party application.
- For a list of media types supported by My Cloud Home and My Cloud Home Duo, please refer to Answer ID 1755: My Cloud Home Video Transcoding Support.
- To obtain more information about media files, please refer to Answer ID 15310: Steps to Find EXIF Information About Photo and Media Files.
- To obtain more information regarding browser media type support, please refer to Answer ID 14347: My Cloud Home: Web and Mobile App Image, Audio and Video Playback Solutions.
Resolution
Open the File in another app or download depending on the file options available.
With the file opened in the My Cloud Home mobile app on Android or iOS:
- Tap the three white dots
- Tap "Open In" or "Save to Camera Roll"
The available options will vary by file type and mobile device used. (Android or iOS)
- "Save to Camera Roll" will save the content to the camera roll
- "Open In" will export and prompt to open in an available app
| Open In | Exporting | Available Apps |
|
 |
 |
Alternate Media Players
For a list of 3rd party applications, please refer to Answer ID 2677: Free Third-Party Document Reader, Media Player Apps and Software.
Description
The following message occurs when attempting to open or play content hosted on a My Cloud Home using the Mobile App on Android or iOS.
"Open In"
Converted media files are not supported. Only the native Codec is supported. Unsupported media content cannot be opened, streamed directly or transcoded. Media content must be downloaded and viewed using a 3rd party application or media player.
For an expanded example of the OPEN IN screens when opening files on the Mobile App:
Resolution
- For a list of media types supported by My Cloud Home and My Cloud Home Duo, please refer to Answer ID 1755: My Cloud Home Video Transcoding Support.
- For a list of supported file types and more detailed information, please refer to Answer ID 3718: RETIRED: My Cloud Home: Thumbnail Preview Supported File Types.
- To obtain more information about media files, please refer to Answer ID 15310: Steps to Find EXIF Information About Photo and Media Files.
- To obtain more information regarding browser media type support, please refer to Answer ID 14347: My Cloud Home: Web and Mobile App Image, Audio and Video Playback Solutions.
Alternate Media Players
For a list of 3rd party applications, please refer to Answer ID 2677: Free Third-Party Document Reader, Media Player Apps and Software.
Description
Opening media content using the My Cloud Home Mobile app for Android or iOS may display a black image instead of the "Unable to show file preview / Open In" message.
| Expected Results | Actual Results | |
|
 |
Unsupported media content cannot be thumbnailed, viewed, streamed directly or transcoded and must be downloaded and viewed using a 3rd party Media Player. Media displaying a black image can be downloaded or opened in a 3rd party application.
- For a list of media types supported by My Cloud Home and My Cloud Home Duo, please refer to Answer ID 1755: My Cloud Home Video Transcoding Support.
- To obtain more information about media files, please refer to Answer ID 15310: Steps to Find EXIF Information About Photo and Media Files.
- To obtain more information regarding browser media type support, please refer to Answer ID 14347: My Cloud Home: Web and Mobile App Image, Audio and Video Playback Solutions.
Resolution
Open the File in another app or download depending on the file options available.
With the file opened in the My Cloud Home mobile app on Android or iOS:
- Tap the three white dots
- Tap "Open In" or "Save to Camera Roll"
The available options will vary by file type and mobile device used. (Android or iOS)
- "Save to Camera Roll" will save the content to the camera roll
- "Open In" will export and prompt to open in an available app
| Open In | Exporting | Available Apps |
|
|
|
Alternate Media Players
For a list of 3rd party applications, please refer to Answer ID 2677: Free Third-Party Document Reader, Media Player Apps and Software.
Description
Some images do not display the "Save to Camera Roll" function on the My Cloud Home mobile app for iOS.
RAW file type images cannot be saved to an iOS Camera Roll.
Resolution
To check your file detailed information, Answer ID 15310: Steps to Find EXIF Information About Photo and Media Files.
