Tip: Helping Participants with Video Uploads

Uploading video can be tricky sometimes! In most cases, video upload issues are tied to a poor network connection. Videos can often be hundreds of megabytes and one needs a healthy connection to submit videos online.

We recommend an upload speed of at least 5 Mbps for the best experience. Uploads may still work on slower connections, but larger video files can take significantly longer and may fail if the connection is unstable. Internet connections can be tested with Google and SpeedTest.net but be careful not to confuse the download and upload measurements. The upload speed test is always after the download measurement.

Troubleshooting Tips

You can always reference our troubleshooting media uploads article for more detailed information on topics like file types, but here are some general recommendations:

• If the participant is using a mobile/cellular data connection, have them switch to a WiFi connection and try the upload again. 
• If possible, reduce the size of the video before uploading. Many newer devices record in 4K by default, creating very large files that can take much longer to upload. Recording the video at a lower resolution (such as 1080p) can help improve upload reliability.
• Where the Task permits, participants can also split a longer recording into multiple shorter videos, which are often easier to upload successfully.
• If all else fails, ask the participant to send their video files to you via an external service like OneDrive or Google Drive which you can upload on their behalf.

Submitting Videos on Behalf of Participants

If a participant provides a video file outside of the platform, you can submit it as a Multimedia task response on their behalf.

First, as you wait for the video file to be provided, you may wish to have the participant skip the problematic task to ensure they can continue with the remainder of the activity.

• Edit the Multimedia Task that requires a video and make the task optional. 
• Ask the participant to skip that task or can skip it for them via Support Login. 
• Once skipped, edit the task and make it required again so that other participants do not skip it.
• Once the participant has provided their video file to you, select Edit Task Response in the options menu accessible while viewing the previously skipped response. Upload the video provided as the task response. 
• The task will now show the participant's video and will no longer have a skipped status.