Common Media Upload Errors
Ensure you are not uploading/processing more than 10 items at one time or more than 10GB at a time.
Make sure your video meets these requirements:
Correctly encoded per What encoding settings should I use for Subsplash?
Make sure your video file is not corrupt. You can test this out by playing the video back on your computer (if the file is corrupt, it should not playback).
File format is .mp4, .mov, .m4v, .wmv, or .flv
Make sure your internet connection didn’t disconnect during the upload. If you think your internet connection might have been lost during the upload, try uploading your file again.
Ensure your internet connection has a high enough upload speed. If your connection is too slow, the upload could time out and fail. We recommend using a few sources for testing your connection to ensure the accuracy. Use the following links to check:
Upload time calculator (calculate how long the upload should be based on your speed)
Certain Firewalls can cause issues with the file-uploading process. It’s not uncommon for a church to have a network firewall, so if you're uploading from your church's office that could be the problem. If you can, check with your network administrator or try uploading the file on a different computer network (such as at home).
Try uploading the file in a different browser.
If none of those helped then it's safe to say it's the encoding parameters of the video itself. All media uploaded to Subsplash should closely match our video encoding recommendations. Check out What encoding settings should I use for Subsplash? to see those parameters and how to re-encode your video!
If you’ve tried all these steps and are still having trouble, here's how to get help:
Upload your video somewhere with a public link so you can share the video with our support team. Dropbox and Google Drive are both great choices
If possible, also include the following information in your ticket. The more information the better!
The program you used to export or edit the video
The encoding settings used to export the video (bitrate, codec, etc.)
Contact support and include information from steps 1 and 2.