Unavailable and retention-locked files

A visible file is not always an available file

Sometimes Files can show a file row even though preview or download is disabled. That can feel contradictory, but the row is still useful: it tells you that ALLO knows the file belonged to a specific canvas, project, uploader, or workflow. The file may remain visible while the actual file action is blocked by permission, retention, storage, deletion, or source-file availability.

Do not immediately remove an unavailable file just to “clean up” the list. If the file is important, the row may be the only easy clue to where it belonged. Start by checking the containing canvas, access, storage state, and Trash recovery options.

For basic file actions, see Preview, open, and download files. For storage-specific questions, see Files, storage, and quota.

Common reasons a file is unavailable

The exact message can vary by app surface and file type. The important part is to separate “ALLO knows where this file belonged” from “ALLO can provide the original file to me right now.”

Expired files

An expired file can remain visible so you can identify where it was used, but preview and download may be disabled. This is common when file availability is affected by plan, storage, or retention state. The row is not useless; it can help an owner decide what to restore, re-upload, remove, or resolve through billing.

If you are on a free or limited plan and a file is marked expired or unavailable, ask a workspace admin or billing owner to check storage and plan limits. The fix may be to free storage, add storage, upgrade, or re-upload the file where the team still needs it. See Storage limits and Storage add-ons.

If the file belongs to a client handoff or legal workflow, avoid deleting the row until the owner confirms whether the file should be restored, replaced, or intentionally removed.

Deleted files

If a file was removed from a canvas, it may move to Trash as a recoverable item. During the retention window, someone with the right permission may be able to restore it. After permanent deletion or automatic retention cleanup, recovery becomes limited or impossible through normal workspace controls.

A deleted file in ALLO is tied to the work where it appeared. Restoring it usually means putting it back where the team used it. If the containing canvas or project was also permanently deleted, the file may not have a valid place to return.

Use Restore deleted work as soon as possible if the file matters. The standard Trash recovery window is time-limited; see Retention window.

Permission-related unavailability

If you can see a file row but cannot preview, download, or remove it, your permission may be narrower than the row’s context. This can happen with shared canvases, guest access, role changes, deactivated teammates, or projects where you can view some work but not edit it.

Check these basics before escalating:

If the problem is shared work, see Fix shared access. If it is a general access problem, see Can't access work.

Storage and quota-related unavailability

Storage state can affect whether files are available for preview or download. The Files list can still help you investigate because it shows where files appear, which projects contain large files, and which files may be outdated.

If you are near or over a storage limit, do not start by deleting random files. Sort by largest, open each containing canvas, and decide whether the file is still needed. Remove only files that the team no longer needs from the canvases where they appear, then use Trash carefully if permanent deletion is required. See Files, storage, and quota.

If your workspace has a billing owner, ask them to check storage limits, add-ons, and plan state. File availability can be a workspace-level issue rather than a problem with one file.

What to do when a file is visible but cannot open

First, preview another known-good file. If other files work, the issue is likely specific to this file or your permission for its containing work. If every file fails, refresh ALLO, check your connection, or try the browser if you are using the desktop app. For desktop-specific failures, see Troubleshoot the desktop app.

Second, open the containing canvas if the action is available. Look for a replacement file, a comment explaining the removal, or a newer version. If the canvas will not open, the issue may be access or deletion rather than the file itself.

Third, check whether the file appears in Trash. If the file was removed, Trash is the recovery surface. Restore it before the retention window ends.

Fourth, ask an owner or admin for help with specific details: file name, containing canvas, project, what action failed, and whether the file is marked expired or unavailable. That information is far more useful than “Files is broken.”

What not to assume

Do not assume visibility means download is guaranteed. Files can show useful details about a file even when the original file action is blocked.

Do not assume unavailability means the file was deleted forever. It may be blocked by permission, plan state, or a temporary file issue.

Do not assume removing the row fixes storage or access. Removal changes where the file appears and can create a Trash recovery path. Storage cleanup and permanent deletion have their own rules.

Do not assume a teammate can see what you see. Files follows each person’s workspace, project, canvas, and shared access.