Troubleshooting Documents

You may be unable to update or upload documents to iCloud on your iOS device. This can occur with the iWork for iOS apps, or with other apps not manufactured by Apple. You may also see inconsistent storage quota values displayed on your iOS device or in System Preferences.

Note: Some apps may have settings where iCloud support can be turned on or off.

Unable to update documents

Documents I’ve updated on my Mac or have recently uploaded from icloud.com/iwork don’t appear on my iOS device

If you’re trying to update a document from an iWork for iOS app, ensure that you have the latest version installed. Confirm that the document was created or saved in either Pages v4.2 or later, Numbers v2.2 or later, or Keynote v5.2 or later. Confirm in your System Preferences that you are signed in to iCloud and that Documents and Data has a checkmark next to it.

App Store application descriptions will often give information on iCloud support for a particular app. For apps not developed by Apple, check the documentation that came with it, or check with the app developer to ensure they support iCloud.

If you still don’t see documents updated, your iOS device may not have been connected to iCloud since changes were made to the document on another devices or at iCloud.com. You may need to wait a few moments after launching your iOS app for documents to appear. If your documents or changes still don’t appear, try creating a new document on your iOS device, and then check again for existing documents from iCloud to appear.

If that does not work, confirm that the Use Cellular slider in Settings > iCloud > Documents & Data is set to ON. Also, confirm that you are connected to the Internet by checking if an Edge, 3G, or Wi-Fi icon is present on your device’s status bar. You can also check if you can open apple.com in Safari.

Preview and TextEdit documents uploaded to your iCloud Documents Library on your Mac will not be visible on icloud.com/iwork or on an iOS device.

Documents on icloud.com/iwork are not updated when changes are made on my iOS device or Mac

  • Updates made on iOS device

In this case, your document or its changes may not yet have been uploaded to iCloud. Launch the application, and find the document. An up arrow is likely displayed in the top-right corner of the document icon.

Once your iOS device connects to iCloud, the updated document will appear at icloud.com/iwork, and the up arrow will no longer be displayed on the document icon.

Confirm that the Use Cellular slider in Settings > iCloud > Documents & Data is set to ON. Also, confirm that you are connected to the Internet by checking if an Edge, 3G, or Wi-Fi icon is present on your device’s status bar. You can also check if you can open apple.com in Safari.

If the issue persists after verifying you’re connected to the Internet, ensure that you have the latest version of the iWork for iOS app installed. For apps not developed by Apple, check the documentation that came with it, or check with the app developer to ensure they support iCloud.

  • Updates made on your Mac

Confirm that the document was created or saved in either Pages v4.2 or later, Numbers v2.2 or later, or Keynote v5.2 or later. Preview and TextEdit documents uploaded to your iCloud Documents Library on your Mac will not be visible on icloud.com/iwork or on an iOS device.

Confirm in your System Preferences that you are signed into iCloud and that Documents and Data has a checkmark next to it.

Confirm that the document is in your iCloud Documents Library. Launch the application and select File > Open. Make sure the iCloud icon is selected. If your document does not appear in the list, using Finder, navigate to your document. Drag your document from the Finder window into the Open documents window. You should see a small cloud with the word Waiting appear under the document icon. When the document has been successfully uploaded to iCloud, the date will appear under the icon.

Unable to upload documents

Documents cannot be uploaded because icloud.com/iwork only displays “Getting Started” information

Check the following:

  • Configure your iCloud account on your iOS device:
    • From your Home screen, tap Settings > iCloud.
    • Make sure the “Documents and Data” slider is set to ON.
  • Ensure the latest iWork for iOS apps are installed on your device (Keynote, Pages, and Numbers):
    • Go to the App Store and purchase and install the apps you want. If you’ve already installed the app(s), check the App Store for any available updates.
    • From your Home screen, tap Settings.
    • For each listed iWork for iOS app, make sure the “Use iCloud” slider is set to ON.
    • Return to your Home screen. Open each iWork for iOS app once to enable the app for use with iCloud.

Documents opened on my iOS device or Mac display a Resolve Conflict message

If you see this message, changes were made to a document on a different iOS device, on your Mac or at icloud.com/iwork since you last connected to iCloud. A Resolve Conflict prompt appears when opening the document to resolve conflicts due to the existence of multiple versions of the same document. Choose a version of the document to save and click Keep. It will be uploaded to iCloud.

Inconsistent storage quota values

If you add files to Documents in the Cloud using any method other than the recommended iCloud iWork web app, App Store approved applications, or through the iCloud Documents Library on your Mac, an inconsistent storage quota value may be displayed on your iOS device or in System Preferences.

To resolve this issue, do one of the following:

  • Go to the iCloud iWork web app (icloud.com/iwork), and locate and delete the files.
  • From your iOS device (iPad, iPhone or iPod touch), choose Settings > iCloud > Storage and Backup > Manage Storage. In the Documents & Data section, find the application, and tap it. Tap Edit, then the red circle to the left of the files, and tap Delete. Alternatively, tap Delete All. You will be asked to confirm that you want to delete the files from both iCloud and all of your devices. Tap Delete.
  • On your Mac, choose System Preferences > iCloud > Manage. Select the application from the list, and then locate the files you want to delete. Click Delete. You will be asked to confirm that you want to delete the files from both iCloud and all of your devices. Click Delete.
  • On your PC, open the iCloud Control Panel. Choose Network and Internet > iCloud > Manage. Select the application from the list, then locate the file(s) you wish to delete. Click Delete. You will be asked to confirm that you want to delete the files from both iCloud and all of your devices. Click Delete.

Once you have deleted the files, the change in your iCloud storage allocation automatically updates the quota values.

If you’re unable to locate or delete the files, or the storage quota values displayed on your iOS device or in System Preferences continue to be inconsistent, contact iCloud Support for assistance.