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Troubleshooting FAQ ​

Solutions to common problems and issues with Ente Locker.

Sync Issues ​

Why aren't my changes syncing? ​

If changes aren't appearing on your other devices:

  1. Check internet connection: Ensure both devices are connected
  2. Pull to refresh: Pull down on the main screen to force sync
  3. Check account: Verify you're logged into the same account on both devices
  4. Restart the app: Close and reopen Locker
  5. Check for errors: Open Settings to see if any sync errors are shown

Why is sync slow? ​

Slow sync can be caused by:

  • Poor internet connection
  • Large number of documents during initial sync
  • Server maintenance (rare)

Try:

  1. Connect to a faster network (WiFi instead of mobile data)
  2. Wait for initial sync to complete
  3. Check status.ente.io for service status

Documents are showing on one device but not another ​

  1. Verify both devices are logged into the same Ente account
  2. Pull down to force a sync on the device missing documents
  3. Wait a few moments for sync to complete
  4. If still missing, try logging out and back in

App Issues ​

The app is crashing. What should I do? ​

Try these steps:

  1. Update the app: Install the latest version from your app store
  2. Restart your device: A fresh start can resolve many issues
  3. Clear app cache (Android): Settings > Apps > Ente Locker > Clear Cache
  4. Reinstall the app: Uninstall and reinstall (your data is safe in the cloud)
  5. Contact support: If crashes continue, email support@ente.io with details

The app is running slowly ​

To improve performance:

  1. Close other apps to free memory
  2. Ensure adequate storage space on your device
  3. Update to the latest app version
  4. Restart the app

Why isn't my document appearing in search? ​

Documents may not appear in search because:

  • Search scope: Search matches document titles and names, not the full content within documents
  • Recently created: Wait a moment for indexing
  • In Trash: Search doesn't include trashed items
  • Spelling: Check your search query for typos
  • Not synced: Pull to refresh to ensure latest sync

Try searching for the document's title or name. Use descriptive titles to make documents easier to find.

Login Issues ​

I can't log in to my account ​

  1. Check credentials: Verify your email and password are correct
  2. Check email: Ensure you're using the email registered with Ente
  3. Reset password: Use your recovery key if you forgot your password
  4. Check 2FA: If enabled, enter your 2FA code correctly
  5. Try another device: Test if you can log in elsewhere

I'm locked out and don't have my recovery key ​

Unfortunately, without your recovery key and password, your account cannot be recovered. This is an intentional security feature of end-to-end encryption.

To prevent this in the future, always save your recovery key in multiple secure locations when creating an account.

2FA is not accepting my code ​

  1. Check time sync: Ensure your device's time is accurate
  2. Use correct app: Use the authenticator app where you set up 2FA
  3. Try backup codes: Use a backup code if available
  4. Wait for new code: TOTP codes change every 30 seconds

Lock Screen Issues ​

Lock screen isn't working ​

  1. Check that lock screen is enabled in Settings > Security
  2. Verify your device has biometric authentication configured
  3. Try setting up a PIN as an alternative
  4. Restart the app

I forgot my Locker PIN ​

If you configured biometric authentication, use that to access the app, then change your PIN in Settings > Security.

If you only have a PIN and forgot it, you may need to reinstall the app and log in again with your Ente credentials.

Getting Help ​

How do I report a bug? ​

Report bugs on GitHub: github.com/ente-io/ente/issues

Include:

  • Device model and OS version
  • App version
  • Steps to reproduce the issue
  • Screenshots if helpful

How do I contact support? ​

Email support@ente.io for personalized help.

Include:

  • Your Ente email (for account-related issues)
  • Description of the problem
  • Steps you've already tried

How do I share debug logs with support? ​

  1. Open Settings > Support
  2. Tap Export logs
  3. Share the exported file with support@ente.io

Logs help us diagnose issues but contain no personal data.