Troubleshooting#
Sending the app log to support#
Every screen of the app writes to a diagnostic log on the device. To send it:
- Open Settings and tap View Logs.
- Tap Email Logs to Support. The Mail app opens with the log attached and the device, app and server details prefilled; describe the problem and send.
If no mail account is set up on the device, use Share on the same screen to send the log with another app.
The log contains no passwords or file contents. It does contain the transfer and block IDs of the transfers you sent, so treat it as confidential until those transfers have expired.
Common problems#
| Symptom | What to check |
|---|---|
| Connection failed: Server error: INVALID_API_KEY | The API key is not the portal’s current key, or it was regenerated in the admin panel. Ask your administrator for the current key (admin panel: Add-ins and apps). On MDM-managed devices, the administrator corrects the payload. |
| Connection failed with a network error | The device cannot reach the server. Check Wi-Fi or mobile data, VPN, and that the host name is correct (no https://, no path). |
| The recipient is refused when added | The server’s policy does not allow that address or domain (see Business rules and Portal access in the Administrator Guide). |
| Sending is disabled / license expired | The FileCap license of the server has expired. An administrator renews it under License. |
| The SMS code method is missing | The server does not offer SMS verification; see SMS verification. |
| The SMS code method refuses to send | Every recipient needs a mobile number for SMS verification. Add it in the Mobile Number field before adding the recipient. |
| Block Transfer… asks for a Block ID | The server is older than 2026.10 and does not return the Block ID to the app. Paste it from the sender notification email. |
| Block Transfer… fails with transfer not found | The transfer has expired or was already blocked, or the sender address in Settings differs from the address the transfer was sent with. |
| This device is not registered with the server | The server requires device registration and this device has none, or its registration was removed. Go to Settings > Device Registration > Register this device and enter the emailed code. |
| No registration email arrives | Check the spam folder and that the address in Settings is exactly the one the server knows. The server must be able to send email; the administrator can check the mail settings under Mail. |
| FileCap is missing from the share sheet | In the share sheet scroll to More and enable FileCap. |
| Settings cannot be changed | Values with a lock icon are managed by your organization through MDM. Contact your administrator. |
| The configuration link does nothing | Some email apps strip filecap:// links. Copy the link and paste it into Safari’s address bar, or ask your administrator for the https:// form. |
| Upload stopped after switching apps | Uploads continue in the background, but iOS may end them when the device is very low on memory or battery. Return to the app to see the result; if the transfer is not in History, send it again. |
Still stuck?#
Send the log to support as described above, or ask the FileCap support assistant at chat.filecap.com.