Troubleshoot: Media Upload Issues

When it comes to uploading issues / roadblocks on specific Tasks involving media, have your participants use the following troubleshooting tips:

1. Try an alternate network connection - Large media files require a stable internet connection. If using a mobile/cellular data connection, switch to a WiFi connection and try the upload again. Be patient during the upload process, especially on a slower internet network (e.g. a 1 minute HD video can exceed 100mb in size alone).
2. Update your browser - Ensure you’re using the latest version of your browser, as outdated versions may cause upload issues.
3. Try an alternate browser - If the issue persists, try uploading the file using a different supported browser. 
   1. Recollective supports: Google Chrome, Microsoft Edge, Apple Safari, Mozilla Firefox.
4. Reduce the file size - 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 and frame rate (such as 1080p at 30fps) can help improve upload reliability. If appropriate for the Task, participants may also consider recording and uploading multiple shorter videos instead of a single long video.
5. Confirm the file type - Ensure the file attempting to be submitted is actually the correct file type. Video uploads should be file types such as .mp4, .mov, .avi etc. Whereas photo uploads should be .jpg, .png, .gif etc. You’d be surprised how many people actually attempt to submit zip files or photos into a video upload area (and vice versa).
6. Try an alternate device - If the issue continues, try uploading the file from another computer or mobile device to rule out device-specific issues.

In most cases, the above suggestions should end up resolving the issue outright. If the participant still runs into issues, you may need to get some more details to address their issue (which you can then forward off to support):

1. A description of the exact issue that’s occurring (e.g. can’t proceed to the next Task or Activity, can’t login to their account, failed video file, etc.)
2. The URL for the page where they're having issues with
3. Any error messages that appear on the screen - either copy the exact text or take a screenshot and try to explain what actions you were trying to do prior to the message appearing