My Cloud OS 5 Android: Error “file type not supported” opening Word (or Excel) files

My Cloud OS 5 My Cloud EX
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In some circumstances (see below), Word/Excel files cannot be open using My Cloud OS 5 on Android, leading to a “file type not supported”.

The problem occurs when the file was saved from the Word application.

The problem remains if the file is renamed using Windows file explorer.

The problem does not occur if the file is copied (i.e. using Windows file explorer).
Copying the file is a temporarily workaround.

It looks like a kind of Mycloud indexing process fails when a file is created or modified from Word or Excel applications.

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Hi @Ber360
Have you opened a Support Case? If not opened, for more information, please contact the WD Technical Support team for the best assistance and troubleshooting:

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Hi riyan_shaik,
Thanks, i’ve just opened a case.

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Western Digital Support have requested and analyzed some logs. See their conclusion below:

This is related to a Linux Restsdk database issue with the My Cloud OS and communicating with third party Microsoft software (i.e. Microsoft 365).

Solutions:

1. Re upload the file using the My Cloud mobile app.

2. Save the file to the local computer and log into mycloud.com from a web browser. Upload the file to the My Cloud Shares.

3. Save the file to the local computer. Browse the My Cloud local Samba shares. Copy and paste the file from the local computer to the My Cloud shares.

4. Perform a System Only restore to the My Cloud.

I hop a fix will be released in a near future.

Be careful with the Restore to default / System Only utility.

I tried it and data was deleted. Fortunately a backup was done just before.

Restore to default / System Only recreates the whole database index, but it may take several days to complete.

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Nice
Before installing My Cloud OS5 app I was able open pdf, doc, docx, xls and so on in WPS office app.
Now I get stupid question “always, just once”, and documents no longer open in WPS
I do not want MS 365 or any MS app because their apps cook phones