Troubleshooting Huqo Suite

Protect open work before troubleshooting#

Keep the affected tab open if it contains work you have not confirmed as saved. Export an editable backup or another useful copy before refreshing, signing out, clearing browser data or closing tabs. A blank file list in another tab does not prove the open document has been saved.

Read the visible message and note which app and action caused it. Try the relevant recovery below once, then contact support if it repeats. Repeated publishing, sending or upload clicks can make the situation harder to understand, so wait for the current action to complete before trying it again.

I cannot open Suite or an app#

Confirm that you are signed in to the intended Huqo account. Suite access is separate from Reviews and website plans. If you are taken to the Suite plan page, check the plan's status and paid period there. Reading the wiki does not activate a subscription, and purchasing another Huqo service does not automatically add Suite.

If Huqo asks you to update your account password, complete that account step before returning to Suite. A session-expired message can appear after a long editing session. Preserve the open work first, sign in again in another tab if necessary, then return and use Retry save.

A shared file can become unavailable when the owner revokes access, the link expires, or the file is removed. Opening an old address does not restore permission. Ask the owner to check sharing rather than creating a second account to work around it.

An app is blank or keeps loading#

Allow the app's opening message time to finish, especially on the first visit. Editors load their tools when needed, and PDF or video projects can take longer than a small text document. If a load-error panel offers Reload app, preserve any open work before using it.

Check your connection and use an up-to-date browser. If a newly opened app tab did not appear, check whether the browser blocked a new tab or print window, then use the original link again. Suite editors intentionally open separately from the workspace.

On a phone, close the navigation drawer or tool overlay to return to the page beneath it. Large sheets, detailed PDFs and videos are easier to work with on a larger screen. A tool panel that scrolls independently may need a swipe inside the panel rather than on the outer page.

Changes are not saving#

Check the header. Unsaved changes or Saving means the latest account save is not yet confirmed. Changes not saved is a failure notice: keep the tab open, export a backup, check the internet connection and choose Retry save.

If the message says the file changed in another tab, the current tab has an older saved revision. Suite rejects that write to avoid replacing newer work. Export this tab, reopen the latest account copy and compare before bringing over your changes. Do not treat repeated retries as a way to bypass the conflict.

For storage errors, check the separate Creative and Workspace allowances. Trashed files, archived projects and saved versions still use their relevant allowance. Moving a file to Trash alone does not free space. Keep backups before deciding which items to permanently delete.

An import or upload fails#

Drive uploads and app imports serve different purposes. Upload files keeps the original in Drive; use the app's Import command to convert supported content into that editor. Import Huqo backup expects a Suite .huqo.json document backup, not an arbitrary JSON file or another app's native backup.

Drive accepts PDF, plain text, CSV, PNG, JPEG, WebP and modern Office .docx, .xlsx and .pptx files. Choose up to 20 files per batch, with each file no larger than 20 MB. A batch is checked before upload; if a later network or storage failure interrupts it, the message states how many files were already uploaded. Check Drive before retrying the remaining files.

App-specific limits can be smaller, and the converted document must fit its own saved-content limit. A compact Office file can expand when converted or when pictures are embedded. Use the relevant app guide to check its size, row, page or slide limits. Keep the original file and inspect the imported result because advanced Office layouts and functions can differ.

A form, shared link or signing request is unavailable#

For Forms, previewing is different from publishing. Confirm the form is published and that the publication change saved. Check whether responses are paused, the opening date is still in the future, the closing date has passed, or the response limit has been reached. Workspace storage can also prevent new responses. Test the published address without submitting unnecessary answers.

For Drive, check whether access was granted to the correct Huqo member or whether a private link is still active and unexpired. Read-only access is intentional when the owner chose Viewer. Download availability is also an owner setting; a visible preview does not guarantee permission to download the original.

For Sign, confirm that you are using the recipient's current invitation and that the request has not been voided or completed. Saving a draft does not send it. Check the request's activity before sending again, and use the Sign guide for recipient verification and completed-document downloads.

Export, recording or media behaves differently#

Allow the app's print window when exporting through Print / save as PDF. Use your browser's print destination to create the PDF and inspect its preview before sharing. If a font looks different on another device, install that font there or use a finished PDF when an editable Office file is not required.

Studio video rendering runs on your device. Export formats and speed depend on the browser, codecs, memory and hardware, so keep the tab open during an export and test a shorter project if a large one fails. Camera, microphone or screen recording require the browser's relevant permission and source selection. Grant only the permission needed for the action you chose.

If text search finds nothing in an image-only PDF, the page may contain a picture rather than selectable text. OCR is not connected in the PDF editor. Use a text-based original or perform OCR separately before importing it.

Send a useful support request#

Use Support in your Huqo dashboard or Contact support from Suite help. Include the app name, browser and device, the steps that led to the issue, the exact message and whether the file showed a successful save. A screenshot of the relevant controls can help, provided you hide private details.

Do not send passwords, verification codes, payment details or an entire confidential document when a description will do. Keep your backup until the issue is resolved. Support can investigate more effectively when the report identifies the affected file without reproducing unrelated customer information.