1.2. Music/video files are 'preparing' or files look broken

In case video or music files do not play or images/ PDF files look broken or empty after the update, please restart the device. Please also make sure that video/audio files were fully downloaded. 

In case files in an iCloud folder look broken, please make sure that you have enough free space on your device and in an iCloud account; in the meantime, you can access files in the Files app > iCloud Drive > Documents folder.

If that doesn’t help, provide Detailed logging at rdsupport@readdle.com and describe your steps before the issue occurred:

  1. Open app settings > Support > enable Detailed logging toggle.
  2. Recreate the issue.
  3. Go back to the Support section > Send Feedback.

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