Resolve upload issues, missing data, and contact support when you need help.
Common Upload Errors
Diagnose and fix the most frequent upload issues before they block your workflow.
Common Upload Errors
Most uploads finish without intervention, but network hiccups or file issues can interrupt the process. Use this guide to interpret error states and get back on track quickly.
Chunk Retry Loops
- Cause: Spotty Wi-Fi or a VPN that throttles large requests.
- Fix: Pause the upload, switch to a wired or stable connection, and resume. The uploader skips completed chunks so you don’t start from zero.
Unsupported Codec
- Cause: Cameras shooting in HEVC/H.265 or proprietary formats.
- Fix: Transcode the file to H.264 using HandBrake or similar tools. Choose constant frame rate and
Highprofile for best AI results.
Stalled at 99%
- Cause: Browser tab asleep or background throttling on laptops.
- Fix: Keep the tab active or use the desktop uploader (coming soon) for long files. As a workaround, reduce your device’s sleep timer during uploads.
Processing Failed
- Cause: Corrupted file segments or missing audio track.
- Fix: Re-export the video, then retry. If failures persist, send the upload ID to support so we can inspect logs.
Document problematic files (camera type, bitrate, sample clip) to help engineering reproduce edge cases faster.
Still need help? Contact us at support@soccer-insights.com.
Didn’t find what you need? Email support@soccer-insights.com or mention us in Slack if your club has a shared channel.