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.

Upload Interrupted

• Cause: Spotty Wi-Fi or a VPN that throttles large requests.
• Fix: Switch to a stable connection, then use Retry in the Library. Multipart uploads resume from the progress already recorded by the backend instead of restarting 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 High profile for best AI results.

Refreshed During Upload

• Cause: Browser refresh or the tab closed before the upload completed.
• Fix: Re-open the Library and review the restored upload row. The progress bar shows the last backend-tracked state. To continue uploading file bytes, re-select the original file and retry.

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.

Upload Stuck After Multiple Retries

• Cause: The browser and storage provider disagree about the upload state, or the multipart session was cleaned up after going stale.
• Fix: Stop retrying and send the upload ID to support. Internal support tools can inspect completed-part progress, terminal failure reason, and whether the multipart session was already cleaned up.

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.