Help
Troubleshooting
Find the message you see, and what to do about it.
Download errors#
| What Keepfin says | What it means and what to do |
|---|---|
| Sign-in required: this content is private or limited. Add cookies and try again. (Android: Sign in required: this content is private or members-only. Sign in from Settings → Downloads → Website sign-in, then retry.) | Your account is needed. See Private and age-restricted content. |
| This video is age-restricted. Add cookies from a signed-in browser to download it. | Sign in with an account that may watch it. Android: sign in with an adult account from Settings → Downloads → Website sign-in. |
| YouTube asked to confirm you're not a bot. Sign in to YouTube …, then retry. | Sign in from the settings, then retry. This sometimes clears by itself; Keepfin retries once after two minutes. |
| YouTube is limiting downloads from your network right now. Keepfin will retry automatically. | A rate limit. Keepfin waits a few minutes between tries. If it still fails, wait a while and press Retry. |
| The site had a temporary problem. Keepfin will retry. | Nothing to do; Keepfin tries again by itself, up to three times. |
| Network problem while contacting the site. Check your connection and retry. | Your connection dropped. Reconnect and press Retry. |
| This content is blocked in your region. A proxy in an allowed region may work. (Android: This media is blocked in your region.) | The site does not offer it where you are. |
| This premiere or live stream has not started yet. Try again when it begins. | Try again when it is live or finished. |
| This media was removed or is unavailable. | It is gone from the site. |
| This site or link type is not supported. | Keepfin cannot read that kind of link. Check you copied a link to the media itself. |
| The download engine stopped. Try again. | Press Retry. If it keeps happening, update the engine (see Updates). |
| Download failed. Retry, or update the engine in Settings. (Android) | Update the engine in the settings, then retry. |
Open a failed download's details (Show details) for the full text. When you ask for help, quote that text and your Keepfin version, and leave out private links and cookies.
Devices not found#
- Open Settings → Devices on both devices, with Devices on, and press Connect on one; it waits up to two minutes for the other. Not seeing your device? lists what to check.
- Both must be on the same network. Guest Wi-Fi, some routers and VPNs keep devices apart; use a QR code or an address instead (see Pairing).
- On Windows, the firewall can block other devices: Settings → Devices then shows Allow Keepfin (see The Windows firewall).
- On Android, switch on Reachable when Keepfin is closed if the PC cannot find the phone when Keepfin is closed.
A drive or card was removed#
Nothing is missing. The copy says "The folder or card is not connected" and continues when it is back. On Android, if the Keepfin folder itself is on a card, put the card back, then Check again in Settings → Storage & copies. If Android stopped letting Keepfin use the folder, choose it again with Choose the folder again.
A cloud copy stopped#
If the account says Sign in again, press it and finish in your browser. Your files are safe. If a copy waits on Android, check whether it needs Wi-Fi or whether Use mobile data is off. See Signing out and expired sign-ins.
A copy keeps waiting or asks for review#
- Check Needs review. A large change waits for Go ahead.
- On Android, a large background sync waits for charging or an unmetered network; Sync now runs it at once (see When copies sync).
Where settings and data live#
On Windows
Your files and library are in your Keepfin folder (including the hidden .keepfin folder, which you should not edit). Settings, the queue, caches and sign-ins are in %APPDATA%\Keepfin on this PC. Keepfin does not write a log file for you to send.
On Android
Your files and library are in your Keepfin folder. Settings, the queue and sign-ins are stored privately inside the app. Keepfin does not write a log file for you to send.
Still stuck?#
Report an issue with your platform, Keepfin version, what you tried and the visible message. Leave out private links, cookies, account details and personal file paths.