Not able to access files

Using an EX2 with OS5, I am able to see all my files and folders through W10 explorer within the network. The OS5 Android app shows only part of the files. Also, I managed to back up one of my phones but the other will not work (the first being a Samsung S7, the second an S9). Grateful for any help

Hello,

Please refer to the following KBA: https://support-en.wd.com/app/answers/detail/a_id/29500