【Maintenance Announcement】

Kindly inform that we will be experiencing server downtime due to scheduled maintenance on 14 Mar 2021 (Sun.) from 8:00 till 12:00 (GMT+8). During this time, our service will not be available.

Please accept our sincere apologies for any inconvenience this may cause.

After the maintenance, let us continue serving you with a simple and efficient digital life.

56 thoughts on “【Maintenance Announcement】”

  1. And “Maintenance Notification-ASUS WebStorage Windows APP” is finished?
    I cannot use my desktop app for several days!!!

    1. Hi Jerry, could you provide the information of the issue that you are facing to our customer service team: contact@asuswebstorage.com
      1.Your ASUS Cloud ID 2.The error message 3. The failure date and time (GMT+8 or provide your time zone) 4. The screenshot of the error message 5.The device name and operation system

    2. Web version only employs saving specific items, its not a “backup”. Not what I paid for!

  2. Same here. I cannot use the desktop app for more than a week now. It logs me out all the time, asking my asus web id and password all the time.

  3. the service is down for a long time. Will it ever be back again, or should we transfer our files to another cloud? It is necessary to have a functional windows app, not just cloud, which does not sinchronize between two diffrent computers.

    1. Sorry for any inconvenience caused during the Windows APP maintenance period. You could upload/download your files via the WEB version or mobile APP. If you have any further questions, please contact our customer service team: contact@asuswebstorage.com

      1. Bonjour, voilà bientôt 3 semaines que l’application Windows ne fonctionne plus, quand est prévu la remise en l’état ? Je suis surpris qu’un correctif soit aussi long à être mis en place pour un groupe tel qu’Asus.
        J’ai vérifié, j’ai déjà la dernière version de l’application.

      2. Hi djtef! You will be contacted by our customer service team A.S.A.P. Thank you so much!

  4. 2021-03-15 19:37:55,009 [ERROR] LoginFail: requestservicegateway status -0
    Log ErrorEvent_UI GMT+1

    It is impossible for the session to stay connected.

    1. Hi Milton. Our engineer is working on it. Once the maintenance has been done, we will post on the blog and Facebook as well. Thank you so much for your waiting. However, you could continue to upload/download files as well on our WEB version or mobile APPs. If you have any further questions, please contact our customer service team: contact@asuswebstorage.com 🙂

  5. I have not been able to backup my pc for many days. Will we get credits to extend our paid up service?

    The Android Web storage app is very bad. It formerly uploaded mp4 videos from my old phone. I transferred these and photos to a new Samsung phone via “Smart Switch” app. Now it won’t upload videos and only when I set it to upload all and then it uploads previously uploaded jpeg photos but no mp4 f iles.

    1. Hi Richard! Please kindly check with the following steps and provide the information to our customer service team so they could help you to address the issue.
      Steps1. ASUS WebStorage for Android APP has not supported “Camera Upload” with video yet, you could manually upload your videos perfectly to the cloud.
      Steps2.If you have faced any issues with manually upload with MP4 videos, try those simply check to self-solve the issue:
      1.Make sure that the APP version is 3.4.4.4 (if not, please update the APP.) 2.Uninstall the APP >> Re-boot your phone >> install the APP and try again to upload video manually. 3.Re-boot your Wi-Fi or internet connection and make sure the connection is well.
      If still not working, please provide 1. Your ASUS Cloud ID 2.The model name of your phone and the Android version 3.The error message of screenshot 4.The failure of the upload date and time and your time zone 5. The detail operation steps 6. Provide the Steps2. info that you have done to our customer service team.

  6. Same situation for me. I have the message to connect, wich I respond propmtlu, then after 3-5 seconds the connexion is loose. Result : no sync at all on my PC. I have the purchased option, Very frustrating.

    1. Hi Michel. Our Windows APP is still in Maintenance now, you could continue to use our service on the WEB version or mobile APP as well. If you have any questions related to your payment, please contact our customer service team: contact@asuswebstorage.com

  7. Still having issues with the windows desktop app. Anyone else? It’s been down for a while now with still the same issue of being signed out only have a few minutes after login in.

    1. Hi RV. Our Windows APP is still in the maintenance period. Please go to the Web version or Mobile APP to continue using our service. Should you have any further questions, please contact our customer service team: contact@asuswebstorage.com

    2. Same for me. Web login is useless for backing up a PC. Android App doesn’t work for me.

      1. Hi Richard, you will be contacted by our customer service team A.S.A.P. Thank you for your comment!

    3. The backup program now appears to be updating backups on my personal devices. However, it is difficult to tell if all is ok as the sorting by date does not work for me. I can see newer files than the last ones (2/13/2021) done before maintenance. So, it is difficult to compare say my downloads folder in Windows 10 with the backedup version of same.

      Also, the ASUS Webstorage app for Android is not working for me. I have a new phone and some new photos. Setting the Web Storage app to upload new photos gives zero uploads.

      Asus, what seems to be the issue on these clltches?

      Richard Tave

      On Thu, Mar 18, 2021 at 11:24 PM ASUS WebStorage Blog wrote:

      > RV commented: “Still having issues with the windows desktop app. Anyone > else? It’s been down for a while now with still the same issue of being > signed out only have a few minutes after login in.” >

  8. Are we going to get a credit for the time that the PC app is unusable? So far its practically the entire month of March. Using the Web interface is a non starter for automated syncs.

  9. I also have been unable to sync my computer files since Jan 1 2021. I have the same problem as described above. I am ask to log in. I log in and the connection to the sync server is immediately dropped after several seconds.
    Repeated login attempts receive the same response. No file Syncing
    I have written support several times with no response. The first time on March 4th 2021!
    I have provided my information and all my app logs which show the login attempts and he failures are logged there, but I have received no response or information on what is wrong or when it will be fixed.
    What is the expected time ETA for having the system back up and the app working again?
    It is not fair to not giving us some information on what the problem is and when it is expected to be fixed. These synced files are essential to my business!

    1. Hi Don. I have checked that your account (AssusCloud-Don) used to set a backup-PC (DONP-ASUS-LAPTO) since 1 Jan 2021.
      Due to the Windows APP is on the maintenance period, you will not be able to log in on the Windows APP by now.
      Our engineers are still working on it, I will post an update here once the maintenance has been done. Thank you!

  10. Still unable to sign in PC App unable to upload files from computer to cloud for more than 2 weeks.
    very frustrating.

    1. Hi Marr! According to the report from our customer service team, they already contacted you on 12 Mar 2021. Please check your junk or AD mailbox on your email system. If you have any questions, contact our customer service team: contact@asuswebstorage.com

  11. March 23th and I still can’t sync files with Windows APP. I paid for this service because of the Synchronization feature… Is the service back?

    1. Hi Leo! Sorry for any inconvenience we may casue. Our customer service team will contact you A.S.A.P. Thank you!

  12. My PC app still doesn’t work. I log in and wait for synchronization until it indicates an uninitiated session. In my contact with the support they indicated to wait for the end of the server maintenance.
    Is the server maintenance complete?

    1. Hi JPASCordeiro! Sorry for any inconvenience we may cause. Our engineers are still working on it. However, you can go to our WEB version or download the mobile APP to upload/download your file as usual. Once I got any updates will post here as soon as I can. Thank you so much.

  13. Good day,
    I paid a lot of money for the backup for 2 PCs. From April I upgraded again so that I can put 2 TB in the cloud.
    This has not worked for a few weeks now and therefore I would definitely like to have a working system from April 1st. Otherwise, I want my money back.
    I ask for your statement as soon as possible.

    1. Hi Michael. If you have any questions related to the payment under your ASUS Cloud account, please kindly contact our customer service team: contact@asuswebstorage.com or provide your contact email address to me so I can escalate your issue to them. Thank you so much!

  14. Since Mar 4th 2021 down for maintenance and my files are not syncing with my PAID in full storage account….

    1 month down entirely! I demand an additional month to be added to my subscription.

    What is going on? This is getting ridicules, actually it was ridicules on Mar 6th, 7, 8, 9, 10, etc. What is the plan on service being restored?

    1. Hi Mansoor! Sorry for the inconvenience we may cause. Our customer service team will contact you A.S.A.P. Thank you!

  15. Hello,

    Can we have an official statement from Asus on what is going on?

    It’s been almost 1 month that it is impossible to sync the files from HDD to the cloud. It is not possible to work in such conditions.
    So far, no one communication on this major issue from Asus. I do expect some clarification by now.

    Thank you.
    Antoine

    1. Hi Antoine,

      Another user here but all they’ll probably say is something along the lines of:

      “Hi A.L.! Sorry for any inconvenience we may cause. Our engineers are still working on it. However, you can go to our WEB version or download the mobile APP to upload/download your file as usual. Once I got any updates will post here as soon as I can. Thank you so much.”

      All this really sucks and I high doubt they will actually have an official statement regarding what is going on. Heck the last time there was any activity on their facebook was 2019 lol. If anything we all might have to spam the twitter account for any decent response.

  16. And then it will take another week to eventually get a pretty useless reply… if any
    Honestly this cloud service is a joke.

  17. The ASUS WebStorageSync app has not worked and not allowed me to log in since March 4, 2021. It’s been over a month of downtime. I can log in only using the URL website and must manually sync.

    1. Hi Jim. Sorry for any inconvenience we may cause. The Windows APP is in service maintenance currently. You could go to the WEB version or mobile APP to upload your PC files or mobile photos. Thank you so much.

  18. Hi my name is Gerardo Carmona, today i was trying to connect to my client of asuswebstorage and i can´t. If i connect by web browser there is no problem, but if i’m trying to connect by my desktop client can’t. Can you help to see my case, today reset my password and after reset the problems continues, also downloaded the last version of the software to see if i needed get this lastest version to conect me, but the problem still continue.

    1. Hi Gerardo. Our Windows APP is in maintenance currently. That is why you are unable to login to your ASUS Cloud ID via Windows APP. You can go to our Web version or download Mobile APP to use our service. Thank you.

      1. Do you have an estimated time to fixed? Today has happened 1 week and the problem still continue

    1. Hi ThreadingFate. Sorry for any inconvenience caused. I will update the latest information here once I get the news from our engineer team. Thank you so much for your support and patient.

  19. hi.I believe I will save the money of the subscription renewal. I’d rather spend the money on Google one or another service that doesn’t go down for over a month

    1. Hi Paolo. I have escalated your issue to our customer service team, you will be contacted A.S.A.P. Thank you so much!

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