MobileMe: Troubleshooting the MobileMe iDisk app on iPhone, iPad, and iPod touch

Resolution

Unable to install

The iDisk app requires iOS 3 or later for iPhone and iPod touch, and iOS 3.2 or later for iPad. If you are unable to download the app successfully on your iPhone, iPad, or iPod touch, you can download it directly in iTunes 9.1 or later and sync it to your device. For more information about the App Store, refer to the App Store Frequently Asked Questions page. iOS 3.1 or later is recommended. 

Unable to log in

• When you log in to your MobileMe iDisk, enter your MobileMe membername and password exactly as you would in the MobileMe preferences (Mac OS X), MobileMe Control Panel (Windows), and/or www.me.com. If you are unable to log in to the MobileMe iDisk application on your iPhone, iPad, or iPod touch, go to www.me.com on your computer and try logging in there. If you are unable to log in to the MobileMe website, visit the MobileMe Account Help page for more information.
• Make sure the date and time on your device is correct. To check this from the Home screen, tap Settings > General > Date & Time. 

Unable to view file

• The iDisk app can view files that are supported by the iPhone, iPad, and iPod touch. Supported files and formats are listed on the iPhone Technical Specifications page and iPad Technical Specifications page. 
  • Note: vCard files (.vcf), and protected content purchased from the iTunes store (non-iTunes + music tracks, TV shows, movies, and so on) cannot be viewed using the iDisk app. As a workaround, you can share the file with yourself and access the file via Mail on the iPhone or iPod touch.
• Navigating or viewing files on your iDisk requires Internet access on your iPhone, iPad, or iPod touch. If you are unable to browse the Internet on your device, you will be unable to download or view files. Open Safari on your device and make sure you are connected to the Internet (test by trying to open http://www.apple.com). If you are unable to connect to the Internet on your device, visit the iPhone support page for Internet connections.
• If you are able to connect to the Internet on your iPhone/iPad/iPod touch, but the signal where you are is not strong, you may receive a message stating "Unable to Load File - The file could not be loaded because of a server or network error." If this occurs, tap the button in the upper-left corner to go back to the File list, and then try opening the file again.
• Files larger than 20 MB may not be viewable on the device using the iDisk app. 
• Make sure the date and time on your device is correct. To check this from the Home screen, tap Settings > General > Date & Time.

Unsure how to quit the iDisk app using iOS 4

Double-tap the Home button to load recently-used apps and then select iDisk by tapping and holding it until the red minus sign appears. Tap the red minus sign to quit the application. Note that this also removes the application from the recently-used apps view.

Some files show "--" as their size.

• This can occur with package/bundle files (for example, iWork '08 files). If they are a supported file type, they can still be opened using the iDisk app. 

I can't view some files in the Recents section when my iPhone, iPad, or iPod touch has no Internet connection. 

• Video and audio files are not downloaded, but stream directly from your iDisk to the iPhone, iPad, or iPod touch. You must therefore be connected to the Internet to view these files. (These files do not affect your Recent Storage settings).

Unable to share file

• If the share icon does not appear for a file, then it is not a file that can be shared (for example, items in your Library folder). 

When sharing a file, the Groups list appears empty

• Update to iPhone or iPod touch to iOS 3.1 or later.  (This issue will not occur on the iPad)

Unable to connect to Public folder

• If you receive an alert message stating "The account doesn't exist or is currently unavailable" when you try to connect to another MobileMe member's public folder, it may be the account is an email-only account, or is no longer active. Tap Log Out to dismiss the alert.

When adding a Public folder from your Contact list, the correct membername doesn't appear, (or the name of the person you are trying to add does not appear at all).

• If the contact you are adding has multiple MobileMe email addresses or chat addresses entered in your Address Book, only one will appear. You can add the desired Public folder you wish to connect to manually by tapping Cancel and entering the Member Name.
• If you don't see an expected contact, that contact does not have an email address or chat address that ends with either @me.com or @mac.com. Press the Home button, open Contacts, and edit the desired contact to update with the appropriate MobileMe membername for that user. You can add the desired Public folder you wish to connect to manually by tapping Cancel and entering the Member Name.

Repeated password prompt when connecting to Public folder

• If you try to connect to someone’s public folder, you may be asked for a password if the other member has password-protected their Public folder. If you entered the password incorrectly, the password prompt will reappear. If you do not know the password, contact the member to ask for his or her iDisk’s Public folder password (which is different than the MobileMe password).
• If you successfully connect to a password-protected public folder, and then go to a different tab of the iDisk app (for example, Recents), you may be prompted again for the password the next time you visit the Public folder. 

After viewing iDisk Help in the Settings menu, the sliders in Settings don't display correctly

• If this occurs, tap Done, and then if you need to re-enter Settings, tap Settings. 

Images I copy or save from my iDisk are not the full version of the image

• Images you copy to the clipboard or save to your Camera Roll ("Saved Photos" on the iPad/iPod touch) from the iDisk app are optimized for viewing on the device. If you want to save or share the original image, share the file instead.

iWork documents sometimes display incorrectly

• The text on each page of a Pages document, Numbers spreadsheet, or Keynote slide overruns the bottom margin and off the page so that it's not viewable. To avoid this issue, select "Include preview in document" when saving it on your Mac.
  

Other issues

If you are experiencing other issues with the iDisk app, see Troubleshooting applications purchased from the App Store for application troubleshooting steps.