Troubleshooting Media Upload Issues
When you’re uploading media, whether it be a photo, video, or file, having trouble can be frustrating. When running into issues, you can try the troubleshooting steps below:
- Try an alternate network connection - Large media files require a stable internet connection. If using a mobile/cellular data connection, switch to a WiFi connection and try the upload again. Be patient during the upload process, especially on a slower internet network (e.g. a 1 minute HD video can exceed 100mb in size alone).
- Update your browser - Ensure you’re using the latest version of your browser, as outdated versions may cause upload issues.
- Try an alternate browser - If the issue persists, try uploading the file using a different supported browser.
- Recollective supports: Google Chrome, Microsoft Edge, Apple Safari, Mozilla Firefox.
- Reduce the file size - Many newer devices record in 4K by default, creating very large files that can take much longer to upload. Recording the video at a lower resolution and frame rate (such as 1080p at 30fps) can help improve upload reliability. If appropriate for the Task, consider recording and uploading multiple shorter videos instead of a single long video.
- Confirm the filetype - Ensure the file attempting to be submitted is actually the correct filetype. Video uploads should be filetypes such as .mp4, .mov, .avi etc. Whereas photo uploads should be .jpg, .png, .gif etc.
- Try an alternate device - If the issue continues, try uploading the file from another computer or mobile device to rule out device-specific issues.
If you’re still unsure about next steps and you’ve exhausted all options above, you can reach out to your Moderator(s) for assistance.