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Troubleshooting Video Uploads

If you're having trouble uploading or publishing a video in Passion.io, this guide will help you troubleshoot common issues like failed uploads, slow processing, or video posts not appearing as expected.

In This Article

First: Check Video Requirements

How to Fix Failed Uploads

Slow or Stuck Uploads

Video Optimization Tools

Contacting Support

First: Check Video Requirements

Before uploading, verify that your video matches the specifications below. A quick way to check your video's format, codec, resolution, and file size is to use a free tool like MediaInfoOnline.

Video specifications:

  • Format: MP4 or MOV
  • Max size: Size will depend on your subscription plan: click here to see the limitation.
    • Aim for 1GB videos or 400MB for sequences for the best results.

If your video is too large, too long, or uses an unsupported format, it may fail to upload or process correctly. Optimize your video with these helpful tools.

How to Fix Failed Uploads

If your video doesn't upload completely, try uploading it again. If it fails a second time, try the following steps:

  • Ensure that you're using the latest version of a supported browser.
  • Clear cache and cookies: Cached data may prevent videos from loading correctly in the web app.
  • Check that your file follows our video file guidelines.

Alternative Solution: Embed a YouTube or Vimeo Video
If your video repeatedly fails to upload or gets stuck processing, you can temporarily host it on platforms like YouTube or Vimeo by following the steps in this article.

Slow or Stuck Uploads

If your upload is slower than expected, it may be due to local network traffic or ISP limitations.

Steps to potentially improve connection speed include:

  • Open an incognito window without any browser extensions or ad blockers.
  • Compress your video to a smaller size with any of the tools below.
  • Reboot your modem and router.
  • Use a speed test tool to check your upload bandwidth.
    • Internet speeds are measured in bits per second (Mbps), while file sizes are measured in bytes (MB). For example, a 500 MB file will take approximately 40 seconds to upload on a 100 Mbps connection.

Higher resolution videos may take longer to process. You may see standard definition versions first while the HD version finishes converting.

Video Optimization Tools

Need to resize or convert your video? These tools can help:

  • HandBrake: Free desktop app for compressing and converting videos to H.264.
  • Clideo: Quick online compressor to reduce file size.
  • VEED.io and Kapwing: Easy editors for trimming, resizing, or formatting.

Contacting Support

If none of these steps resolve your issue, please contact Support.

Include the following information in your message:

  • A description of the upload issue you're experiencing.
  • The original video file.
  • The troubleshooting steps you've already tried and their results.
  • A screenshot or link of the results of your speed test (if reporting slow uploads).