Support

Support

If a library will not open on iPhone or iPad, search looks wrong, cloud import or authorization fails, cache behaves unexpectedly, sync conflicts, or desktop compatibility looks off, start here.

Contact support

Email: shadow_support@163.com

To help us diagnose issues, include the Shadow version, iOS/iPadOS version, device model, library source and size, local or cloud path type, exact steps, and whether the same library opens correctly on another device or desktop.

Common checks

Library will not open

Make sure you selected the complete `.library` package, not a single file inside it. Also check whether external storage is still connected.

Desktop does not show changes

Confirm the edit saved. For cloud libraries, also confirm Sync succeeded, and avoid writing from phone, tablet, and desktop at the same time.

Cloud authorization failed

Check network status, provider login state, and whether authorization expired. Revoke and reconnect if needed.

Cloud import is slow

The first import builds an index. Duration depends on asset count, networking, and provider limits. Keep Shadow in the foreground and watch for a specific error.

Another device is out of date

Finish Sync on the editing device, then run Update Library on the next device. These actions are not invisible real-time sync.

Cache is too large

Clear cloud originals or lower the cache limit first. Reset the local index only after confirming no unsynced edits remain.

Feedback template

  • Issue: for example, cannot open a library, missing search results, or save failure.
  • Steps to reproduce: every step from opening the app to the issue.
  • Device environment: iPhone or iPad model, iOS/iPadOS version, and free storage.
  • Library type: default, local or external `.library`, a synced folder accessed through Files, or a Baidu Netdisk or Google Drive cloud library.
  • Library size: approximate asset count, common formats, and whether only one file is affected.
  • Frequency: every time, occasional, or only with one library.
  • Compatibility result: whether the same library opens in your desktop asset manager.

Support scope

We prioritize failed writes, library compatibility risk, crashes, authorization failure, cloud import or sync problems, and core search errors. Third-party cloud outages, iOS/iPadOS file access limits, or third-party library format changes may require external status checks or future app updates.