Why is a file missing or not opening in LUME Hub?

The Files app shows what the account's other apps have saved. When a file is missing or won't open, the cause is usually simple. Here they are, from most to least common.

The Files screen still shows Portuguese labels when the app is set to English, so each label below comes with a translation.

The file isn't in the list

1. A filter or search is still on. If the screen says Nenhum arquivo com esse filtro. (No files match this filter), click Todos (All), clear the Buscar pelo nome (Search by name) box and set the source back to Todas as origens (All sources). All three filters apply together.

2. The file lives outside the Files app. Files reads five sources: CAPI AI designs, Instagram media, scripts, the Idea Bank and reports. These are not included:

• videos from the Vídeos (Videos) module, which are in the account's Google Drive (the bottom of the screen has a shortcut to Videos if you have that module);
• your personal LAWD Box files, covered in the LAWD Box section;
• email attachments in LAWD Mail, covered in the LAWD Mail section.

3. The file was deleted in its source app. Files doesn't keep copies. The video copy that the Videos module uploads to publish a Reel is also removed once the post goes live; the original stays in Google Drive.

4. The account hasn't created files yet. Nenhum arquivo ainda. (No files yet) means no design, media or report has been saved. They appear here as soon as the apps create them.

5. The file is very old. The list shows the account's 1,000 most recent files. For anything older, look in the source app directly.

6. You're looking at a different account. At an agency, an owner who opens a client's dashboard sees that client's files, not their own. Team members and guests who only approve videos don't have the app.

7. The list didn't load. Não deu para listar os arquivos agora. (Couldn't list the files right now) appears when the connection fails. Reload the page and try again.

The file won't open or download

• Não consegui abrir esse arquivo agora. (Couldn't open this file right now): click Abrir (Open) or Baixar (Download) again. The link is created when you click.
• The link stopped working: a private file's address works for 10 minutes. Get a new one from the app.
• The new tab didn't open: your browser may have blocked the window. Allow pop-ups for lumehub.me or use Baixar (Download).
• The browser can't display the format: Word documents and some other formats don't open in a tab. Use Baixar (Download) and open the file in a desktop program.

For the full walkthrough with filters and search, see How to find and download files in LUME Hub. To manage a file at its source, see the Content and Presence sections.