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Error Uploading Recording for an Offline Session

Updated

When uploading a video recording for an offline session, some users may encounter an unexpected error that prevents the video from uploading successfully.

Cause:

  • The video file is too large: the system cannot process the upload because it exceeds the limit.
  • Low available RAM: the system may not be able to handle the upload process.
  • Insufficient storage: temporary files cannot be created, resulting in the upload failing.
  • File not supported: file format is not compatible.

 

If you receive the following errors, try one or a combination of these recommendations:

A. Your File is Too Big

B. Upload Failure or Platform Crashes or Freezes on Upload

C. File Not Supported

 

This error occurs when you try to upload a file that exceeds the 1.5 GB size limit.

1. Optimize your Recording file 

  • Edit, trim, or remove unnecessary footage to shorten the video length.
  • Compress the video using a built-in or third-party compression tool.
  • Lower the video resolution (e.g., from 1080p to 720p) to reduce file size.
  • Save the optimized file and try uploading again.

 

The error is usually caused by insufficient system resources (like low RAM), unstable internet, or temporary platform/browser issues. Corrupted files can also trigger this error.

1. Check Available RAM / Memory

  • Windows: Press ALT + CTRL + ESC to open Task Manager → go to Performance > Memory.
  • MacOS: Open Activity Monitor → select Memory.
  • Close background apps to free up resources.
  • Restart your device to refresh system memory.
  • Avoid multitasking during upload for a smoother experience.

Tip: If your device has only 4 GB of RAM and you’re uploading a file larger than 500 MB, consider compressing the file, lowering the resolution further, or using a device with at least 8 GB of RAM.

2. Check Device Storage

  • Confirm you have enough free space for uploading.
  • Windows: Settings → System → Storage
  • MacOS:
    • Newer versions: Apple Menu → System Settings → General → Storage
    • Older versions: Apple Menu → About This Mac → Storage
  • Aim for 2–5 GB of available space. Delete old files, unused apps, or move media to cloud storage/USB device if your available disk space is less than 3GB.

3. Check your Internet Connection/Speed

  • A stable and steady upload speed of at least 20 Mbps is recommended.

4. Try Reuploading

  • Reopen the upload page or app.
  • Attempt to upload the file again after optimizing RAM and storage.
  • Create a new offline session shell and upload the file again.

4. Use a Different Device (If Issue Persists)

  • Switch to a device with higher RAM and more available storage.
  • Ensure the new device is running minimal background tasks before uploading.
  • Try uploading again using this alternative device.

 

This error appears when the system cannot recognize or process the file format you uploaded. It typically means the file type is not compatible or corrupted.

1. Check the Supported File Formats

  • The platform accepts formats such as:
    Audio: .aac, .flac, .ogg, .mpeg, .mp3, .webm, .wav, .x-wav, .vnd.wave, .x-m4a, .x-pn-wav
    Video: .mpeg, .mp4, .ogg, .webm, .mov (QuickTime)
  • If your file is in an unsupported format, it may fail to upload.

2. Convert the File to a Supported Format

  • Use a video converter tool (built-in or third-party).
  • Convert the file to .mp4 (video) or .mp3 (audio), which is widely supported.
  • Save the converted file and reattempt the upload.

3. Rename the File

  • Remove special characters or emojis from the file name.
  • Keep it simple (e.g., “VideoSession1.mp4”).
  • Try uploading again.

4. Check for File Corruption

  • Try opening the video on your device.
  • If it fails to play or shows errors, export or save the video again from the original source.
  • If downloaded, re-download a clean copy before uploading.
  • If the video plays without errors, create a copy and use the copy for uploading.

5. Ensure the File Is Fully Saved Before Uploading

  • Confirm the recording/export process is complete.
  • Incomplete or partially saved files will show as unsupported.

6. Test Upload on a Different Browser or Device

  • Some browsers may not recognize certain file formats.
  • Try uploading through Chrome, Firefox, or Safari.
  • If the issue persists, switch to a different device.

7. Retry Upload After System Refresh

  • Close and reopen the browser or app.
  • Clear cache if needed.
  • Reupload the verified, supported file format.
  • Create a new offline session shell and upload the file again.

 

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