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Troubleshooting Cloud Storage Issues

What to check if files won’t import or appear unavailable from cloud storage (Box, Dropbox, Google Drive, OneDrive, etc...)

Cloud storage issues are related to the cloud provider or its integration with the operating system — not the LIT SUITE app. If you see errors such as “Content Unavailable,” or a file will not import, try the steps below.

General Troubleshooting Steps

Check the Cloud Storage App
Open the cloud provider’s app directly and check the following:

  • Confirm you are signed in.

  • Verify the file appears there.

  • Confirm the file is fully uploaded and synced.

  • Update the app

Check the Files App (iPad) or Finder (Mac)
If the file is available through the cloud provider's app, we now need to see if the cloud provider has given access to Files/Finder.

  • On iPad, open the Files, browse to the provider and try opening the file.

  • On Mac, open the synced folder in Finder and try opening the file.

If the file cannot be opened in Files or Finder, the issue is with the cloud provider.

Sign Out and Back In to the Cloud Provider
Sign out of the cloud storage app, then sign back in to refresh. You do not need to sign out of your LIT SUITE app as there is no link between cloud storage providers and LIT SUITE.

Restart Your Device
Restarting your device can refresh cloud connections and resolve temporary sync issues.

Check With Your IT Administrator
If your cloud storage is managed by an organization, permissions or security policies may have changed. Contact your IT department to confirm access settings. Your IT department or cloud storage administrator may have changed settings without communicating.

Contact the Cloud Provider
If the issue continues after confirming the above steps, contact the cloud provider’s support team for assistance.

LIT SOFTWARE Support can assist with LIT SUITE functionality, but cloud storage syncing and account configuration must be handled by the cloud provider.

Tips for Specific Cloud Storage

Google Drive

If you’re having trouble accessing files in Google Drive, make sure Privacy Screen is turned off. This feature requires authentication each time you open Google Drive. Turning it off ensures your files are accessible when importing into LIT SUITE apps.

  • Open the Google Drive app.

  • Tap Menu (☰) > Settings > Privacy Screen. 

     

  • Turn the switch Off to allow access and downloads.

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