General Troubleshooting

Files Not Loading:

If you’re experiencing files not loading within a Space, the first step is to close the application completely by quitting CrossClave, and then relaunching CrossClave. It may help to restart your device.

Files Not Loading After Joining a New Space/Team:

Due to our encryption, the initial key sharing can only take place when a members of the Team/Space with the encryption key is online at the same time as the new member to the Team/Space. Only one Team Member needs to have SpiderOak CrossClave open at the same time as the new user to propagate the keys. Therefore, if you were recently invited into a Space and the files are not loading, make sure someone else who can see the files within the Space has SpiderOak CrossClave running at the same time as you.

Space Error:

Encountering a Space Error can be frustrating. This is fixed by switching to a different Space and then back to the Space affected by the Space Error. If the Space Error remains, this is resolved by closing the application completely by quitting CrossClave, and then relaunching CrossClave. It may help to restart your device.

Save Version of File from CrossClave to Your Computer:

It’s important to understand that you will have the original copy on your local computer and an updated copy in SpiderOak CrossClave when you save a document or file from CrossClave to your computer or phone. You can always download the latest copy of the file from CrossClave by opening the file within CrossClave and saving it to your device from the governing application (e.g. double-click a .docx file within CrossClave, it opens in Word and use “Save As…” to save the new version in your Documents.)

Re-add users:

Users who are removed from Teams and Spaces can be re-added to those same Teams and Spaces. The Team/Space Admin can send the invite request through Member Management. (The Admin will need the Account ID/Key to re-invite a user.) The user need not make a new account for either process.