# Fix Storage and XgenOffice problems

Most Storage problems come from five things. Office is not turned on for you, your mailbox space is full, a file was deleted permanently, the file is an old .doc, .xls or .ppt, or the owner removed your access. Find the message you see in the table below and follow the fix.

## How to fix Storage and XgenOffice problems

1. Note the exact message or what you cannot do.
2. Find it in the table below.
3. Follow the fix. If it still fails, ask your administrator.

## When to use it

> Pooja cannot find **Document** under **+ New**. The table tells her Office is not turned on for her account, and her administrator switches it on.

## Problems and fixes

| You see or notice | Likely cause | What to do |
|---|---|---|
| No **Document**, **Spreadsheet** or **Presentation** under **+ New**, or "Office editing is not enabled for this account." | Office is off for you or your domain | Ask your administrator to turn on Office. |
| "Space quota exceeded." | Your mailbox is full | Delete large files or old mail, or ask for more space. |
| "File not uploaded due to disallowed file-type." | That file type is blocked | Zip the file, or ask your administrator. |
| A deleted file is missing | Storage has no Trash | Deleted files cannot be recovered. |
| An old .doc, .xls or .ppt opens read-only | Old file format | The owner clicks **Edit** and **Convert**. |
| An Office attachment opens read-only from mail | Attachments are view-only | Use **Copy To Virtual Storage**, then edit the file in Storage. |
| "Too many people are editing" | 10 people are already editing | Open read-only, or try again later. |
| "Document preview unavailable" | Your session ended or the file was moved | Close the file and open it again. |
| "This document is not shared with you, or the owner removed your access." | Access removed or expired | Ask the owner to share it again. |
| "You need access to open this document." | You were not added | Ask the owner to share it with you. |
| "Please sign in to webmail first, then open this link again." | You are signed out | Sign in, then open the link again. |
| "This link is not valid, or the file was removed." | The file was deleted or the link is wrong | Ask the owner for a new link. |
| Tracked changes do not show | Your view is set to **Original** | Choose **Markup** under **Display Mode**, or clear the site data. |
| The editor looks old after an update | Browser cache | Press Ctrl+F5. |
| "Please sign in to webmail again" in the AI tab | Your webmail session ended | Sign in again and reopen the file. |
| "Too many AI requests, please wait a minute" | More than 30 AI requests a minute | Wait a minute. |
| A sharing or import window does not open | The browser blocked a pop-up | Allow pop-ups for your webmail address. |

## Common questions

**Can a deleted Storage file be recovered?**

No. Storage has no recycle bin, so deleted files and folders cannot be restored. Download a copy before deleting anything you might need.

**Is Storage space separate from my mail?**

No. Mail, Storage files and contacts share one mailbox quota. Freeing space in either helps both.


Source: https://docs.xgenplus.com/storage/storage-troubleshooting/