Problems with files

Files won't download

Sometimes when you're using Yandex.Disk some of the following issues might occur: buttons stop working, page elements don't load, photos don't open, files fail to download, or the browser reports an error.

Why this happens and how to fix it:

The browser doesn't display the page correctly

To reduce traffic consumption, the browser saves copies of visited pages in the cache. When you view these pages again, the browser may load them from memory. If you change the file name in the Desktop program and the browser loads information about this file from memory, you see an outdated file name.

Try refreshing the page to re-download if from the internet. If the problem persists, clear the browser cache and delete all cookies.

Extensions block Yandex.Disk

Yandex.Disk may work incorrectly due to browser add-ons and extensions. To check if this is the reason, try temporarily disabling them. If Yandex.Disk is working incorrectly because of an ad-blocking or antivirus extension, add the Yandex.Disk page to the list of exclusions of that extension.

You are using an outdated browser

An outdated browser may not support the technologies used for loading pages quickly and conveniently. Install the latest version of your browser.

Your internet connection is affected by an antivirus, firewall, or proxy

Yandex.Disk may work incorrectly due to an antivirus, firewall, or proxy server. To check if this is the reason, try temporarily disabling them. If Yandex.Disk is malfunctioning because of an antivirus or firewall, add the Yandex.Disk page to the list of exclusions of that program.

The internet connection slowed down

Check your connection speed at yandex.com/internet. Close all tabs in your browser except Yandex.Disk. Turn off applications that use the internet and refresh the page.

If a public file was downloaded multiple times in one day, the download may be restricted. The restriction lasts for 24 hours. The file becomes available for download at the end of this period. If you don't want to wait, save the file to your Disk with the Save to Yandex.Disk button. To remove this restriction for your files, connect to Yandex.Disk Pro.

Note. You can download only folders that contain fewer than 500 files or are not larger than 5 GB. If you want to download a larger folder, you can save it to your Disk.

Files do not open or are broken

If your files on Disk don't open and there are duplicates with suspicious extensions, it is likely that your computer is infected with an encryption virus. Such viruses modify all files on the computer. Since the Yandex.Disk program syncs changes, files are changed on the Yandex.Disk server as well. Unfortunately, Yandex.Disk can't distinguish between the actions of a virus and a user.

To restore files:

  1. Check your computer for viruses with free antivirus programs, like CureIt! from Dr.Web and Virus Removal Tool from Kaspersky Lab.
  2. Change your password in Yandex.Passport, link a phone number to the account, and change your security question and answer. It's better to do this after the virus scan.
  3. Try searching for files in the Trash. If the virus deleted the original files and replaced them with broken ones, the original files might be found in Yandex.Disk in the Trash. If it has been less than 30 days since the virus activated, files may still be in the Trash.
  4. If the original files are not in Trash, the virus most likely didn't delete them, but encrypted them. Try restoring old versions of encrypted files from the change history. If there are no old versions in the change history, it's impossible to restore the files.

I see the message “No more space on your Disk”, but there is still a lot of free space

You can sometimes see this message in Yandex.Disk. Additionally, the actual space taken up by files on Yandex.Disk may be less than the occupied space shown by the indicator (in the bottom-left corner of the Yandex.Disk page). This is because files you moved to Trash on the Yandex.Disk page or deleted in the Yandex.Disk program still take up space on your Disk. They will be automatically deleted in 30 days. If you're running out of space, empty Trash before that.

Another possible reason is that you're using different accounts in the browser and in the Yandex.Disk desktop program. Make sure that the account you're using in the browser is the same account you're using in the Yandex.Disk desktop program.