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iOS User Manual
iOS 

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Troubleshooting

Files take awhile to appear on the storage device

The media app performs a one–time scan of the content that you copied to your wireless and network-attached storage devices. The scan can take time when the storage device has a good amount of files.

If you recently copied content to your storage device and you do not see your files, you can use the pull to refresh option. When in a specific library (Videos, Photos, Music, Documents), push your finger against the screen and drag it down. A spinner appears indicating that Seagate Media is searching for new files.

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Cannot connect to a wireless device or a network-attached storage device

  • A low battery charge might cause issues with the Wi-Fi connection. If you have an intermittent connection, check your battery charge by tapping on the More icon (). The amount of charge available is listed next to the battery icon.
  • Confirm that your storage device is disconnected from your computer and powered on. Make certain that the Wi-Fi LED is solid blue. The Wi-Fi is disabled when the wireless storage device is attached to a computer via USB or another wired connection.
  • On your mobile device, check whether the storage device's wireless network is selected on the network list. If you move out of the storage device's wireless range, your mobile device will disconnect from the Wi-Fi signal. The maximum range is approximately 145 ft./44 m. In addition, obstructions, such as walls and other interference can affect the strength of the signal. Try reconnecting to the Wi-Fi network.
  • You may have exceeded the maximum users. To identify how many users are connected, tap the More icon () to choose Settings and then tap About. Users is an option in the About menu. Review your storage device's user manual for the number of user's supported by your device.
  • Use the pull to refresh option. Push your finger against the screen and drag it down. A spinner appears indicating that it is searching for new devices.
  • Power off the storage device, wait 10 seconds and then power it on. Relaunch the media app.

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Video, song, or file does not play or open

You can copy any file to your storage device, however, the device to which you stream your media files can play only the file formats that it supports. The media app does not convert files to other formats. See your mobile device's specifications for a list of supported file types.

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iTunes content does not appear

If you purchased content from iTunes®, you must authorize your Apple device with iTunes to play the content. To authorize the content, connect your Apple device to your computer and then start iTunes.

Videos purchased from iTunes are DRM (Digital Rights Management) protected. To play these videos from your storage device, you must first sync your Apple device with your iTunes account. When you use the media app to play a video purchased from iTunes, it plays in a Safari browser.

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Reformatted hard drive for Mac

Do not allow Time Machine® to use your storage device for backups. Doing so will reformat the storage device's hard drive.

If you reformatted the storage device by mistake, you can set it back to its original format. Visit your device's support website for further details: Seagate wireless products or LaCie wireless products.

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Unsecure Wi-Fi notification

If you have not created a password for your storage device’s Wi-Fi, a media app notification warns you to secure your device.

  1. Click the Notification icon on the top right and tap Security.
  2. Tap Set Password.
  3. Enter your password and then confirm it. Tap OK. You may be disconnected from the storage device.
  4. Go to your mobile device’s Wi-Fi settings to choose the storage device’s Wi-Fi and enter the new password.

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Cannot connect to Personal Cloud due to disabled SMS

While attempting to connect to your Personal Cloud, Seagate Media discovered that the Seagate Media Service (SMS) has been turned off. The SMS is a service on your Personal Cloud that catalogs media for playback on Seagate Media. There are many reasons why the SMS may have been disabled. To fix the problem, please follow the steps below:

  1. Confirm that your Personal Cloud is running the latest version of firmware.
  2. Restart your Personal Cloud.

For instructions how to perform the steps, see the applicable user manual.

  • Personal Cloud
  • Personal Cloud 2-bay

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iOS User Manual

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