Handle unsupported media in the desktop app

Handle unsupported media in the desktop app is easier to verify when you use one controlled item and confirm the account, workspace, and destination at each step. This guide follows the current Dosya workflow and identifies the result you should see.

Before you start

• Open a media preview in the Dosya desktop app in the current released client.
• Confirm the active account and workspace, then identify file the viewer cannot decode.
• Use a small non-confidential test item and record its current state before changing it.
• Keep passwords, API keys, recovery keys, private links, and personal data out of screenshots and support messages.

Steps: handle unsupported media in the desktop app

1. Open a media preview in the Dosya desktop app and confirm the active account and workspace.
2. Locate file the viewer cannot decode and verify its name or identifying details.
3. Verify the file name and type, then download or open it with a trusted compatible application.
4. Read the displayed warning, permission, progress, or confirmation state before leaving the screen.
5. Confirm that the original file remains available even without an inline preview.
6. Refresh or reopen the relevant view once to verify the result persisted.

Expected result

The controlled workflow completes and the original file remains available even without an inline preview. The result remains visible after a refresh, reconnect, or return to the relevant screen.

Limits and important details

• Available controls depend on the current client version, account plan, workspace role, and policy.
• Processing, indexing, background transfer, or third-party authorization can delay a visible result.
• For destructive, access-changing, or automation actions, validate with disposable data before applying the workflow to important files.

Troubleshooting

The expected control is missing. Return to a media preview in the Dosya desktop app, confirm the active workspace, and check that your role and client version support the action.

The operation is rejected or stalls. Read the exact message and check permissions, locks, storage, network state, source availability, and any third-party authorization before retrying.

The result is still unclear. Repeat with one small test item, then contact support with the time, client version, workspace, and a nonsecret error or request identifier.

Related guides

• Use media previews
• Manage the audio queue