Kwilt® Shoebox FAQs
Check out our frequently asked questions below to get our latest tips and troubleshooting bits. If you do not find answers to your questions in the FAQs, email us at firstname.lastname@example.org for fast support.
Setting up Kwilt Shoebox
Kwilt Shoebox supports FAT32, exFAT, NTFS, HFS+, EXT3 or EXT4 hard drive file system formats.
If you keep the same network SSID and passwords, once you boot your new router, your Shoebox will automatically connect to it and be ready to use as usual. If you change your network SSID and/or password, you simply need to run the “Setup new shoebox” process again from your Kwilt app. Your Shoebox will keep its name and password and connect to your new network. Shoebox will not need to re-index the content stored on the USB storage plugged into it.
You will no longer see and access the content of the drive you disconnect but you will now be able to access whatever is stored on the new drive. In addition, the new drive will become the new transfer destination for your offloads.
Several factors can jeopardize your new Kwilt Shoebox setup. Because the setup uses Wi-Fi, make sure your mobile’s Wi-Fi is on. If the Kwilt app still cannot pick up your Shoebox, go to your mobile Wi-Fi settings and look for an unsecured network (no password needed) called “Kwilt Shoebox” or “KwiltSHoebox-xxxx”. Connect to this network and return to the Kwilt app. Setup will resume. Simply follow the on-screen instructions. You will be asked to select the Wi-Fi network to which you want the Kwilt Shoebox to be connected. Once you have selected that network and entered its password, the Kwilt Shoebox will connect to that network and your mobile will switch back to that network. You will be prompted to give a name to your Kwilt Shoebox and assign it a password. The password is a security convenience that allows you to protect your content on your network and ensure that nobody can access it at home or remotely without your consent.
1. Turn the Kwilt Shoebox around and check through the side open cut at the bottom to make sure you see a green light halo inside. If there is no light inside, this means the Kwilt Shoebox is not properly powered. Connect it to a working power outlet.
2. Make sure you are within a few feet from your Kwilt Shoebox with your phone/tablet to get the best wireless signal.
During initial setup, I do not see my Wi-Fi network when I chose a network to connect my Shoebox to?
Kwilt Shoebox only supports 2.4GHz networks (802.11a, b, g and n), which means 5GHz networks will not be visible or accessible by your Kwilt Shoebox.
No, Kwilt Shoebox cannot format your drives or keys and cannot erase files on your drives for security reasons. That way you cannot accidentally delete files or wipe out an entire drive from the Kwilt apps. Shoebox only reads and writes to drives that are formatted using FAT32, exFAT, NTFS, HFS+, EXT3 or EXT4 file systems.
No, if your drive has been formatted into any formats Shoebox supports, you will not need to format it and shoebox will be able to read and write to your USB storage device. The benefit is that you can disconnect your USB storage devices from the Shoebox to copy content directly from a friend’s PC for example and connect it back to your shoebox with no issue. You can also easily use existing USB drives and keys that have content already stored on them and connect them to the Shoebox to make that content that was sleeping in drawers available and accessible again!
Yes! You can dedicate a Shoebox to each family member at home if you want maximum privacy and even have one shared amongst the whole family on the same network.
Yes. For example, you can connect your account to your personal Shoebox and to the family Shoebox. When you transfer your mobile photos and videos, you can pick to which Shoebox you want to transfer them to. And of course, you can access simultaneously from your Kwilt app the photos and videos from both Shoeboxes or even toggle off one or the other if you want to make sure to access content from one of the Shoeboxes for any particular need. The Kwilt platform is very flexible so you can enjoy the content stored on your Shoebox the way YOU want!
Absolutely! Because the Kwilt platform aggregates and virtualizes your content stored at home (through a Shoebox or a Kwilt-enabled router), commercial cloud storage and social media, you can dedicate a Shoebox to your work files at the office and one to your personal files at home for example and always have access to their content even if they are not on the same network.
Absolutely! You can use a standard USB port replicator sold at any computing store to connect any number of USB drives and USB keys to your Shoebox. The Kwilt Shoebox will index each of them and present their content to the Kwilt app so you can access it anywhere, anytime. When several USB storage devices are connected to one shoebox, you will see their individual names and percentage of storage used for each one under the Manage Shoebox option that you can access by tapping on the Shoebox icon at the top left corner of the Kwilt app.
Transferring to Kwilt Shoebox
Why can’t I see the iPhone HEIC photos and videos that I transferred to my Shoebox in the Kwilt app?
Apple recently released a new photo and video compression format that is called HEIC. On the latest iOS 11 and for iPhones 6, 6s, 7, 8 and X, Apple turns on HEIC for photo capture by default. Currently, the Kwilt app can read HEIC photos and videos that are stored locally on your iPhone or iPad. Kwilt can also transfer them to the Shoebox but once transferred, the Kwilt app cannot read them at the moment. This is why you cannot see them with the Kwilt app. However, these photos are safely stored on your Kwilt Shoebox connected hard drive or memory key and can be accessed locally from your Mac or Windows computer on your home network. We are working as fast as we can to update the Kwilt app so it can render HEIC photos and videos stored on your Kwilt Shoebox. We will release a version of the Kwilt app that supports HEIC files by the end of January 2018. In the meantime, you can set your photo and video capture on your iPhone or iPad so that the photos and videos you take use the standard format for the time being. You will not suffer any quality loss, the only drawback is that your files will be larger than the HEIC files. Until the Kwilt app fully supports the new HEIC format, you can easily revert back to the original file format by going Settings -> Camera -> Formats. Then choose “Most Compatible”.
When you transfer your photos and videos to your shoebox and you decide to delete them from your mobile, the Kwilt app will only delete them from your phone or tablet once it has checked that they have been transferred to your Shoebox connected hard drive. If you do not see your transferred photos in the Kwilt app, you must check if your mobile has internet access either through Wi-Fi or 3G/LTE data connection. If your mobile is disconnected from the internet, the Kwilt app will not be able to request your Shoebox photos. Once you restore internet connection for your mobile, your Kwilt Shoebox photos will appear again.
Where are my photos & videos stored when I offload to a Shoebox that has several USB storage devices plugged into it?
If you have several USB storage devices connected to your Shoebox, when you use the “Transfer to Shoebox” feature, you will be prompted to select which drive or USB key you want your mobile photos & videos to be transferred to.
When I offload my mobile photos & videos, can I safely delete my originals from my phone when prompted to do so?
Yes, when Kwilt prompts you to do so, this means that your photos & videos are now on the USB storage device connected to your Shoebox and the app on your phone has verified they are there before asking you to confirm local deletion from the phone. In addition, on iPhone and iPad, when you delete photos and videos, you have a certain number of days to restore them from the deletion folder in Apple Photos on your phone if you want them physically back on your phone.
There are many factors that may affect the transfer performance on your home network. You may have many devices requesting bandwidth at the same time, limiting your router transfer rate to any individual client. Movies streaming for example take a lot of bandwidth and may affect your router Wi-Fi throughput. Typically, reducing the number of concurrent transfers, obstacles and noise between your router and Wi-Fi client devices is the best way to improve transfer speed. You can also move your shoebox closer to your router as the closer the devices are to each other, the stronger is the Wireless signal.
How long does it take to transfer the hundreds or thousands of photos & videos I have on my mobile?
The initial photo & video transfer from your phone or tablet may take a while if you have a lot of media. It varies based on the number of photos and videos and their resolution. The higher the number of files and the higher the resolution, the longer it will take. For a few hundred photos it can take a few tens of minutes through your Wi-Fi network up to a few hours if you happen to have many thousands files and high definition videos. For your initial offload, it is recommended to plug your phone in a power outlet until the full transfer is complete.
Absolutely! Kwilt Shoebox can also store any file types you need to access on the go. Simply go to your computer, transfer your files through your home network to the Kwilt Shoebox or copy them to the USB storage from your PC and plug the USB storage back to the Shoebox if you have a ton of files. Then, in the Kwilt mobile app, tap the Shoebox icon at the top left corner and select “Browse Shoebox Filesystem” to access these files from anywhere.
You can transfer other file types than photos and videos to your Kwilt Shoebox either through your home network from your personal computer or by disconnecting the USB key or drive plugged into your Shoebox, connect it to your personal computer, copy the files and connect it back to the Shoebox. but this feature is coming soon to your phone.
Accessing Kwilt Shoebox
What should I do if the Kwilt app cannot see the external drive or memory key connected to my Kwilt Shoebox?
1. Make sure you have connected a USB memory key or external drive and that it is properly powered up. USB keys and slim portable drives are usually powered directly by the Kwilt Shoebox, but if your external drive requires to be powered by an external power adaptor, make sure it is connected to an electrical source with the power adaptor supplied by your hard drive vendor.
2. Check that your hard drive or memory key is readable from your computer. Once you can confirm it is readable from your computer, plug it back to the USB cable of your Kwilt Shoebox and it should be recognized and accessible.
That means you cannot access your Shoebox from your phone, but you can still access it from your PC/Mac via Samba providing your local network is operational. If your home network is disconnected from the Internet, you will not be able to access your Shoebox content from your mobile phone when you are outside of home since your home network is in a state where it has no connection to the outside world.
Shoebox will simply index the content available on the drive or key, so you can access it via the Kwilt apps and through your PC/Mac on your LAN and will then write to it whenever you offload new photos & videos from your mobile or tablet.
1. Depending on the amount of data your USB storage device contains, it may take up to several minutes for the Kwilt Shoebox to index it entirely.
2. If after 30 minutes there is still no content showing up, unplug your Kwilt Shoebox power adaptor from the electrical outlet, wait 30 seconds, then plug it back. Make sure the inside green halo light is visible from the bottom of the Kwilt Shoebox and let it boot up for one minute. Indexing will restart.
You simply access your Shoebox from your personal computer (Windows or Mac) through your local network and through the computer’s native file system, you can move, add or delete files on your Shoebox connected storage devices. To format your drives, you simply unplug it from the Kwilt Shoebox, plug it into your personal computer and use the USB drive and key formatting tools of your computer. If you intend to connect the newly formatted drive back to the Kwilt Shoebox, make sure to format it into a file system that is supported by the Kwilt Shoebox. Supported file systems are: FAT32, exFAT, NTFS, HFS+, EXT3 and EXT4.
Kwilt Shoebox is a network share, this means you can connect to it on your home networks with your Windows and Mac computers. To access it, use your Kwilt user account email as ID and the password you gave to your shoebox when you configured it. You can securely drag and drop content from and to it.
You can share your Kwilt Shoebox with other family members. To give them access, make sure they are connected to the Wi-Fi network to which the Shoebox is connected. When they are connected to your home network, they simply need to run the Kwilt app, go to “Settings > Media Sources”, tap the “+” icon and select “Kwilt Shoebox or compatible router” then tap “Add an existing Kwilt Shoebox”. Your Kwilt Shoebox will pop up and your guest will be asked to enter the password you created during initial setup. From then on, you are sharing all your Kwilt Shoebox content and you can both offload your phone/tablet files to it and access them.
Yes, through your home network, but not through a cable. The Kwilt Shoebox is a network device that connects to other computing devices through your home network. The only physical connection is between your USB key or external drive, via the USB port, and the Shoebox.
We will offer PC/Mac access to Shoebox content from the outside of your home network, when you are on the road, in the future. However, this solution is not available at this time. You can however use the Kwilt Portal to access your Kwilt Shoebox photos from anywhere through web on any personal computer. Go to www.mykwilt.com and log in. From there you can find your photos through the Kwilt filters and drag and drop them to your PC’s desktop.
Yes, and this is a very convenient feature we use a lot at Kwilt! We have created Kwilt Add-Ins for Microsoft Office 365 and Microsoft Outlook. In your Microsoft Office 365 and Microsoft Outlook apps, you can access the Kwilt Add-Ins to access and use your photos in Microsoft Word, PowerPoint and Outlook on the many platforms supported by MS Office 365.
Yes. This is typically the case for family shared Shoebox devices so Mom, Dad and the kids can offload and access their family photos and videos from anywhere and all enjoy the same memories!
You can use any micro USB power adaptor with the following output specifications: 5V, minimum 2AMP and maximum 2.5 AMP.
The Kwilt Shoebox offers a one year limited manufacturer’s warranty under the following terms:
Important: Removing the product label that is applied underneath the Kwilt®Shoebox or opening the external enclosure and/or removing any internal part as well as visible physical damages to the product will void your warranty.
If your Kwilt Shoebox requires repairs, maintenance or service, contact the dealer from whom you originally purchased the product or contact Kwilt support at www.kwiltshoebox.com/support. If it is determined that your Kwilt Shoebox is defective, and if all proofs of purchasing within the one year limited warranty are made available to Kwilt Inc. or the dealer through which you have made your purchase, an RMA number will be issued. Once an RMA number has been issued, you will need to return the product in proper packaging and insured at your expense to the address then provided along with the RMA authorization. Kwilt Inc. shall have no liability whatsoever for lost data regardless on the cause, recovery of lost data or data contained in any third party product connected to the Kwilt®Shoebox. Repaired or replaced units will be shipped back to you at your expense.
Kwilt Inc. warrants that the Kwilt Shoebox, in the course of its normal use, will be free from defects in material and workmanship for a period of one year after purchase in the USA, Canada, France, Germany, Spain, The Netherlands, the United Kingdom and Ireland. This Limited Warranty is provided solely to Kwilt products sold as new. This product is not sold not covered by a manufacturer’s warranty outside of the countries listed above.
It’s for a cool upcoming feature called KwiltCast that will allow you to send any photo & video accessible by your Kwilt account to a TV. You will be able to plug the Shoebox directly into a TV HDMI input and display photos and videos stored on your Shoebox(es), on your phone, your cloud storage accounts and your social media account directly on that TV. All this directly from your mobile through the Kwilt app acting as your remote control. Better yet, you will be able to display any photo & video content that you see in your Kwilt app to any Kwilt Shoebox you are have associated with your Kwilt account. This means that if you got a Kwilt Shoebox for your parents in Memphis and it is connected to a TV at their place and that Shoebox is associated with your Kwilt account, you will be able to display remotely any of your own photos and videos onto your parent’s TV while you may be traveling to San Francisco!
Kwilt-enabled routers can all serve your photos and videos through your Kwilt account to mobile apps on your smartphone, the www.mykwilt.com portal and Office365 add-ins. Offloading smartphone photos and videos to Kwilt-enabled routers is coming soon. Check our partners page for the latest router models and features update at http://www.kwiltshoebox.com/partners/.
You can and there is no harm in doing that but the content that is on the USB key or drive will not be accessible from your Kwilt account once it is disconnected.
If you disconnect the Shoebox from the electrical outlet, it will no longer be powered and will not work as intended. However, this will not affect its settings and should not affect the content already stored on the attached USB storage device. When you plug back the Shoebox in an electrical outlet, it will re-connect to the network and make its connected content available to your Kwilt app on your mobile within a couple of minutes.
No, you cannot. The USB connector of the Kwilt Shoebox is meant to host an external drive or a USB key that always stays connected to your Kwilt Shoebox so you can transfer wirelessly your mobile photos and videos from your iPhone to that drive or key. Once your mobile memories are transferred there, to the privacy of your home, you can delete them from your iPhone to make room to take more photos and videos and still access the ones you have transferred from anywhere on your iPhone, whether you are at home or on the go. This is your private cloud safely stored at home and accessible from anywhere!
Yes, you should ALWAYS make sure you keep a second copy of your content either by copying your Shoebox content via your home network to another drive on your PC or to connect the Shoebox connected drive to your PC and copy its content to a PC or a second drive.
No, Kwilt does not store any of your photos in the cloud. Kwilt indexes your content and the pointers to its location so it can let the Kwilt apps know where your photos and videos are when you decide to access them. When you offload your mobile photos and videos to the Kwilt Shoebox, they are copied to the USB storage connected to your Shoebox, right in the privacy of your home. You remain in total control of your memories at any time!