Library disappear after changing storage from device to SD card

[tiagorcruz1]

Device

Motorola E4+

My Question or Issue

I can't understand what is happening. I only see my library if the storage is configured to the device. In SD card storage I get an empty library and a different profile icon.

[Alex]

Hey @tiagorcruz1,

Thanks for the post.

We'd recommend checking your SD card for errors. You can do this with free software tha can be found online. Also, make sure the card is formatted as External Storage.

After that, run a clean reinstall of the app, following this Guide precisely. You can try reinstalling the app, without the SD card being in the phone.

Keep us posted on how you get on.

[tiagorcruz1]

Hi, thank you for the suggestions, but they didn't solve the problem.

- I tested the SD card and it is ok. I also formatted it and configured as portable storage. I didn't find any option called "External Storage" but I think they are the same

- I reinstalled the app as suggested in the guide

- I still don't understand why I see a different profile name when I change the storage to SD card (attached screenshots). But the email account is the same in both configurations

[Jeremy]

Hi there @tiagorcruz1,

Thank you for your reply.

In this case it seems like you have more than 1 account. 

We suggest that you head over to this article and follow the steps that's provided in it.

Also, can you log out from the account without your SD card and with your SD card and make sure you're using the same login details.

We'll keep an eye out for your reply.

Take care!

[tiagorcruz1]

Hi,

Using the article provided I found just one account (attached figure).

I tried to log out and log in in both storage configurations using the same credentials but the result was the same.

The email used in both cases is the same.

[Jeremy]

Hi there @tiagorcruz1,

Thank you for your reply and confirmation.

In this case we suggest that you contact our customer support so that they can have a closer look backstage. You can contact them here.

Let us know how everything goes 🙂

Have a continued great weekend!