Q: Do mounted storage files take up local disk space?

A: Only the cache takes local space. Users can choose the cache location and size in Frame.io Drive settings. Frequently accessed data stays in cache for faster performance; older data may be evicted as cache fills.

Q: Can I use Mounted Storage offline?

A: No. An active internet connection is required for authentication, permission enforcement, and keeping the project state consistent for collaborators. Caching can reduce dependency on the network for frequently accessed data, but the experience is not designed for offline operation.

Q: How do users authenticate?

A: Using the same Adobe/Frame identity used in the web app. SSO configurations and enterprise policies (for example MFA requirements) apply as they do elsewhere in Frame.

Q: Does Mounted Storage work with Adobe managed accounts and Frame managed accounts?

A: Yes. Both account types are supported.

Q: Can all users in an account access Mounted Storage?

A: Access is limited to users who have download permissions in the project. This includes Content Admin, Workspace Admin, Full Access, and Edit & Share roles. Reviewers and view-only roles cannot mount.

Q: At what level are files mounted?

A: The root of the mounted volume corresponds to the root of a specific Frame.io project.

Q: Are there limits to how many projects I can mount?

A: Users can mount one project at a time.

Q: I have access to multiple Frame accounts. Can I mount projects from different accounts?

A: You can mount projects from the account you are currently signed into in Frame.io Drive. To access projects in a different account, sign into that account in Frame.io Drive.

Q: What kind of access does Frame.io Drive have?

A: Frame.io Drive operates on behalf of the signed-in user and enforces the same project permissions as Frame. It does not grant direct bucket access or elevated privileges beyond what the user already has.

Q: I don’t have enough storage on my local computer to mount a project (e.g., the project is 5 TB but my disk has only 50 GB free).

A: Mounting is sparse—nothing is fully downloaded by default. Only accessed content is cached. You only need enough local disk space for the cache allocation you configure in Frame.io Drive settings, not the full project size.

Q: How do I enable Mounted Storage on my account?

A: Account-level enablement is controlled by a Content Admin via the “Enable Mounted Storage” toggle in the Frame.io web app account settings. For Enterprise customers, enablement may also be coordinated by the CSM/IS Team.

Q: Is there a workspace-level toggle?

A: No. The current model is account-level control plus project-level enable/disable.

Q: Do projects need to be enabled before they can be mounted?

A: No. By default, projects will automatically be moved to mounted storage when a user mounts with Frame.io Drive. Only projects that have mounted storage Disabled require an admin action to Enable.

Q: Can an admin force-unmount a project to reclaim capacity?

A: Yes. Content Admins can see which projects are consuming capacity in the Account Settings → Mounted Storage page and can move a project back to standard storage to reclaim capacity.

Q: What admin visibility is available?

A: Content Admins can view the Account Settings → Mounted Storage page, which shows the account’s entitlement (TB), current enabled capacity (TB), a utilization graph, and a list of projects with storage type.

Q: How do I upload a file to Mounted Storage?

A: Copy/paste or drag-and-drop files and folders into the mounted project as if it were a local drive. During upload, use Frame.io Drive’s status as the source of truth for completion and errors. (Note: Be aware that after copy completes, there is additional time needed for upload to finalize. Be sure upload is complete before shutting off your computer.)

Q: Can I work on a file while it’s uploading?

A: Yes—once a file has been copied into the mounted drive, you can often begin working while it uploads in the background. However, the upload isn’t complete until Frame.io Drive reports it is Connected with no errors. Avoid shutting down or disconnecting during Uploading.

Q: Are file locks enforced to prevent overwrite conflicts when two users edit the same file?

A: Mounted Storage does not provide live file locking. Two users can open and save the same file simultaneously, each creating their own version in the version stack. Native creative applications may enforce their own locks for certain project types.

Q: What happens if I rename a file or folder in a mounted project?

A: Renames in the mounted drive update the item in Frame.io. Links and references in Frame remain associated with the same asset.

Q: What happens if I move a file between folders within the same mounted project?

A: Moves are reflected in Frame.io and will be visible to other collaborators. The behavior mirrors moving items in the Frame web app.

Q: What happens when I save changes to a file from my creative app (for example saving a PSD)?

A: Saving back to the mounted drive updates the corresponding asset in Frame.io. Frame’s versioning will be automatically applied, creating a new version in the version stack.

Q: If an asset is shared via a share link, what happens if the file is updated through Mounted Storage?

A: The share link continues to point to the asset. Updating the file updates what viewers will see, consistent with updating the asset from the web app.

Q: What happens if a user deletes files in a mounted drive? Are they deleted from Frame too?

A: Yes. Deleting via the mounted drive mirrors a delete in Frame.io and follows Frame’s deletion/restore behavior (for example, Recently Deleted retention).

Q: Are webhooks triggered for file changes (create/update/delete) performed via the mount?

A: Yes. Operations performed via the mount flow through Frame backend services, so existing webhooks/events for asset creation, updates, and deletes fire as usual.

Q: Frame allows duplicate file names in a folder, but macOS/Windows typically do not. What happens if a folder contains duplicates?

A: Mounted filesystems require unique names within a folder. If duplicates exist in Frame, the mount will only display the most recent file (older files with the same name will only be visible in the Frame web app).

Q: Are there limits to folder depth, file count per folder, or other limits?

A: There are no practical limits imposed by the underlying mount technology, but you may encounter limits based on OS constraints and Frame’s own platform limits.

Q: How quickly do changes appear for other users?

A: Changes made locally are synced back to Frame.io automatically. Other users will typically see changes reflected within a few seconds. Changes made in Frame.io (web or app) are also reflected in the mounted drive within seconds.

Q: Are versions available when a file is updated through Mounted Storage?

A: Yes. Every file change captured through Mounted Storage creates a new version in the version stack. Frame.io distinguishes between system-generated versions (from auto-saves and incremental edits) and user-created versions (from explicit actions like drag-and-drop uploads).

Q: Will auto-saves from my creative app create lots of versions?

A: Creative applications that auto-save (e.g., Premiere Pro auto-saves every 15 minutes) will generate versions. Frame.io manages this through version stack trimming to prevent unbounded growth. Versions that have comments, metadata changes, or are attached to a share link are protected from trimming.

Q: Is there a limit to the version stack?

A: Yes. Version stacks are trimmed with a hard limit at 250 versions per asset. When the limit is reached, only versions without comments, user-added metadata, or milestone markers are eligible for removal. Versions with meaningful user activity are always preserved.

Q: What about zero-byte temp files that some apps create during save?

A: Frame.io suppresses zero-byte temporary files during copy, first save, and update operations. This addresses the most common source of version stack noise from applications like Photoshop and After Effects.

Q: Can I restore deleted content?

A: Yes, consistent with Frame’s restore behavior (for example, Recently Deleted retention in the web app).

Q: Are point-in-time restores (filesystem snapshots) available?

A: No. A longer-term snapshot/restore experience is being explored. Frame’s asset versioning and deletion recovery provide the primary restore mechanisms.

Q: Does the mounted drive stream on demand or fully download files before preview?

A: It streams on demand. Files are fetched in chunks and cached locally as you browse or open them; pre-downloading entire files is not required.

Q: What internet speed is recommended for smooth playback/editing?

A: A useful rule of thumb: your available internet download speed should be close to or greater than the bitrate of the media you’re trying to stream. If bitrate exceeds available bandwidth, you may see buffering or lag. For best results, use Ethernet when possible and minimize competing network activity.

Q: Can I use a VPN?

A: VPNs are not recommended because they can introduce unpredictable performance. If a VPN is required by policy, you should test performance and involve IT if issues occur.

Q: Uploads feel slow. What should I check?

A: Uploads are bound by your internet upload speed and local network conditions. Confirm the upload is actually sending data (Activity Monitor on macOS or Task Manager on Windows), prefer Ethernet over congested Wi-Fi, compare the observed upload rate to the ISP’s expected upload speed, and check if antivirus/endpoint security or a VPN is interfering.

Q: What happens if a user drags a large volume of files into the mounted drive (for example hundreds of files totaling multiple TB)?

A: Frame.io Drive will upload in the background, but overall time depends on the user’s upload bandwidth and stability. Users can begin working on items while upload is in progress, but should not shut down the machine or disconnect from the internet until uploads complete.

Q: How are permissions enforced?

A: Mounted Storage enforces the same permissions model as Frame.io. Users only see and can modify content they already have access to in the Frame web app. Mounted Storage maintains a regular heartbeat to verify permissions and project state.

Q: If a user is removed from Frame, what happens to their mounted projects?

A: Their session becomes invalid and the mount will lose access once authentication refreshes. File operations will result in errors. Any local cached data that was previously read remains on the machine until it is evicted from cache or cleared.

Q: How are access logs/audit trails captured?

A: Operations performed through the mount flow through Frame backend services and are logged similarly to web/API activity.

Q: Does Mounted Storage support Watermark ID, forensic watermarking, or DRM?

A: Not at this time.

Q: How do I know what projects are counted towards mounted storage?

A: Mounted Storage has its own storage quota, separate from the Standard Storage quota. Each Frame.io plan includes a base entitlement amount of Mounted Storage capacity.

Q: What does it mean when a project is “enabled” for Mounted Storage?

A: Enabled means the project is available to mount and its project size contributes to the account’s Mounted Storage capacity usage.

Q: How is consumed capacity calculated?

A: Capacity is measured by the total size of projects enabled for desktop access in your account. This is an account-level total (unique projects, not per-user), so multiple users mounting the same project don't multiply usage. When a project is enabled for Mounted Storage, its storage consumption counts against your Mounted Storage quota rather than your Managed Storage quota.

Q: When is Mounted Storage capacity moved to Standard Storage?

A: The change happens immediately. When a Content Admin changes a project's storage type from Mounted Storage to Standard Storage, that project's size is removed from your Mounted Storage quota and counted against your Standard Storage quota instead.

To change a project's storage type, go to Account Settings → Projects, select the project, and use the Storage Type dropdown to switch between Mounted Storage and Standard Storage.

If anyone currently has the project mounted on their desktop, they will remain connected until the application is restarted or they manually eject the mounted Project.

Q: Where do I see Mounted Storage capacity and usage?

A: In the Frame.io Account Settings → Storage page, which shows entitlement (TB), current enabled capacity (TB) utilizated. On the projects page a list of enabled projects with sizes can be viewed.

Q: What happens if I exceeds my Mounted Storage capacity?

A: If your account's enabled projects exceed your Mounted Storage entitlement, you'll enter a grace period. During the grace period, account admins will see a banner in Frame.io indicating the overage. Enabling new projects for mounted storage access is blocked until the overage is resolved.
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If your account returns within its entitlement during the grace period, the countdown resets. If the overage isn't resolved by the end of the grace period, the account will be locked.
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To resolve an overage, an admin can either disable desktop access on projects that aren't actively needed or purchase additional Mounted Storage capacity. All media remains accessible through the Frame.io web app — only desktop mounting is affected.

Q: Can a Content Admin reclaim capacity by disabling projects?

A: Yes. Content Admins have visibility to view which projects are enabled and can disable projects from the Account Settings → Mounted Storage page.

Q: Are there APIs to detect whether a project is mounted or to enumerate mounts?

A: Not at this time.

Q: Do existing asset webhooks work for file changes performed via the mount?

A: Yes. The same asset events fire regardless of whether the action originated from the web app, API, Frame.io Drive, or the mounted filesystem.

Q: Is there a way to register assets that already exist on disk so they appear in Frame without re-upload?

A: Not without transferring data. Dragging/copying a local file into a mounted project triggers an upload to Frame. There is no “register without upload” capability.

Q: Can watch-folder or automation workflows work with Mounted Storage?

A: Yes. Watch-folder workflows (Adobe Media Encoder, ffmpeg, etc.) can pick up files from the mounted path and write outputs back for review. Backup/archival tools like rsync or AWS CLI can also copy from the mount to cold storage without bespoke connectors.

Q: What is happening to the Transfer app?

A: Frame.io Drive replaces the Transfer app. Frame.io Drive is a new desktop application with a revamped UI, Mounted Storage capabilities, and continued transfer (upload/download) functionality. Both will run and maintain independently.

Q: Is Frame.io Drive an auto-update from Transfer?

A: No. Frame.io Drive is a separate download and installation. It is not delivered as an automatic update to the Transfer app.

Q: Will in-product surfaces promote the migration?

A: Yes. Active Transfer users will see tool tips and modals in the Frame web app notifying them of the transition and encouraging them to download Frame.io Drive. Six in-product surfaces are planned: welcome modal, bulk download/upload modals, What’s New panel, project nav button, and CC file upload modal. These surfaces are suppressed for users who have already installed Frame.io Drive.

Q: What do the different drive statuses mean?

A: Frame.io Drive typically reports: Mounting (connecting), Uploading (writing data to the cloud), Connected (mounted and ready; not actively writing), and Saving (No data being written, but file is still open).

Q: How do I know whether an upload finished successfully?

A: Use Frame.io Drive’s status as the source of truth. While uploading, status shows Uploading; when complete, it returns to Connected with no errors. Users can start working while Uploading, but should not shut down or lose internet connection until it returns to Connected.

Q: Can I close my laptop / let my computer sleep while uploading?

A: Not recommended. If the computer sleeps or loses internet while Uploading, files may fail to upload or require retries. Keep the machine awake and connected until uploads complete.

Q: I can’t find the mounted drive in macOS Finder. What should I try?

A: First, open on Desktop" to get to your files in Finder. Then confirm Finder is set to show external disks and connected servers. In Finder Settings → Sidebar, ensure “External disks” and “Connected servers” are checked. In Finder Settings → General, enable “Connected servers” to show on the Desktop. If it still isn’t visible, click the drive icon button in Frame.io Drive to open the folder directly. You can also use Command+Shift+G in Finder to go to /Volumes and look for the mounted drive.

Q: I can’t find the mounted drive in Windows File Explorer. What should I try?

A: Open File Explorer and click “This PC” to view drives. If it still isn’t visible: refresh (F5), restart File Explorer, or quit and relaunch Frame.io Drive. Check if there are drive letter conflicts with existing mapped drives. You can also pin the drive to Quick Access once it appears.

Q: My drive shows “Uploading” and I’m worried it’s stuck. What should I check?

A: Check whether the computer is actively sending data (Activity Monitor on macOS, Task Manager on Windows). If send rate is extremely low, try switching to Ethernet, restarting Frame.io Drive, disabling VPN temporarily, and validating ISP upload speeds. Check if antivirus or endpoint security software is interfering.

Q: Playback is stuttering or buffering. What can I do?

A: Network speed and stability are the primary factors. Try a wired Ethernet connection, close other high-bandwidth activity, use proxies when available to reduce bitrate requirements, and ensure sufficient free disk space for the cache. The file should stream faster on second access once cached. You can also use the pre-cache feature to proactively download files before a session.

Q: "Mount Project" is not appearing in the web app.

A: Confirm Mounted Storage is enabled at the account level (Content Admin toggle). Confirm the user has edit-level or higher permissions on the project. Confirm Frame.io Drive is installed and signed in. Confirm the user is on a supported OS (macOS or Windows—Linux is not supported).

Q: A deep link from Frame.io web to the desktop app is not working.

A: Confirm Frame.io Drive is installed and running in the background. Confirm the user is signed into the same account in both the web app and Frame.io Drive. Restart the browser and/or Frame.io Drive. As a fallback, manually mount the project from within Frame.io Drive.

Q: How do I report issues?

A: Contact Frame.io Support. For escalation, collect: OS and version, Frame.io Drive version, internet speed test results, screenshot or text of error message, creative application being used, contract type, and steps to reproduce.