Troubleshooting steps
Internet Connection: Ensure that you have a stable and active internet connection since slow or intermittent internet can cause upload failures.
Error Messages: Look at error messages or notifications on the website. These can provide valuable information about why the upload is failing.
File Format and Size: Verify that your file is in a supported format.
- For videos, the requirements are MP4 or MOV formats, and the maximum size is 5 GB. Please also ensure the video is between 30 seconds and 2 minutes long.
- For photos, the required formats are JPG or PNG formats, and the maximum size is 5 MB.Video File Integrity: Confirm that the video file is not corrupted. Try opening and playing the video on your local device to ensure it's functioning properly.
Browser Compatibility: Ensure you are using the latest version of the Google Chrome browser.
Cache and Cookies: Accumulated data can sometimes interfere with uploading, so try clearing your browser's cache and cookies.
Browser Extensions: Disable any browser extensions or add-ons, as they may conflict with our platform’s upload functionality.
8. Firewall and Antivirus: Temporarily disable any firewall or antivirus software that might be blocking the upload process. Remember to re-enable them afterward.
Restart and Try Again: Sometimes, a simple browser or device restart can resolve upload issues.
Try Another Device: If possible, try uploading the video from a different device to see if the issue persists.
If the problem persists
Please contact Support Team in the LiveXP chat or at [email protected] for further investigation. We ask you to include:
screenshot displaying any error messages you see on your end
information about your device – iOS/Android (if you’re using the LiveXP app)
what troubleshooting tips you’ve tried
We are at your service for assistance!