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Introduction Video / Profile & Thumbnail Picture Uploading Issues
Introduction Video / Profile & Thumbnail Picture Uploading Issues
Updated over a month ago

Troubleshooting steps

  1. Internet Connection: Ensure that you have a stable and active internet connection since slow or intermittent internet can cause upload failures.

  2. Error Messages: Look at error messages or notifications on the website. These can provide valuable information about why the upload is failing.

  3. 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.

  4. 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.

  5. Browser Compatibility: Ensure you are using the latest version of the Google Chrome browser.

  6. Cache and Cookies: Accumulated data can sometimes interfere with uploading, so try clearing your browser's cache and cookies.

  7. Browser Extensions: Disable any browser extensions or add-ons, as they may conflict with our platform’s upload functionality.

  8. 8. Firewall and Antivirus: Temporarily disable any firewall or antivirus software that might be blocking the upload process. Remember to re-enable them afterward.

  9. Restart and Try Again: Sometimes, a simple browser or device restart can resolve upload issues.

  10. 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!

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