Troubleshooting when a presentation won't open on Windows

If a presentation will not open in the Mobile Locker Windows App, use this list. These messages are from the Windows app, not iOS.

No internet connection

The app can show No internet connection and Some features may be unavailable until you reconnect. Installed content still works offline. A download or a first open that needs the network will wait until you are online.

1. Connect Wi-Fi or Ethernet.
2. Open the presentation again.

The connection timed out

Message: The connection timed out. Please try again or check your internet connection.

This is common on hotel or conference Wi-Fi.

1. Open a browser and confirm you can reach the internet (including any venue login page).
2. Try again, or switch networks.

Could not reach the server

Message: Could not reach the server. Check your connection and try again.

Wait a moment and retry. If Content Library still shows saved data, you can open presentations that are already installed.

Could not verify the server certificate

Message: Could not verify the server certificate. Ask your IT department to trust Amazon Root CA 1.

You cannot fix this in the app. Forward that sentence to IT.

Presentation was not found

If the app says the presentation was not found, click Refresh in Content Library, then try again. If it still fails, the pack may not be assigned to you.

FOR INTERNAL USE ONLY

Some files show FOR INTERNAL USE ONLY: the file is not to be shown to or shared with customers. Click I acknowledge, proceed to open it, or Cancel, close this file to stop.

That is expected for internal decks. It is not an error.

Cannot Open (Office)

If you use Open in Office and see Cannot Open, Microsoft Word, Excel, or PowerPoint may be missing, or the native file is not on disk. Open the presentation in Mobile Locker instead, or install the Microsoft app.

Still not working

1. Click Refresh in Content Library.
2. Download the presentation again if the card is not fully installed.
3. Use Help > Report a Problem (screenshot is attached).
4. Or send diagnostic logs from Settings (see that article in this category).

Tell support the presentation name, the exact message, and your app version from Settings > About.