Your video won't upload, the upload stops at a percentage, or the video never finishes processing after the upload? Work through this checklist from top to bottom. In most cases the cause is the file, the browser or the network.
Where do I upload videos?
In a project: open the Video tool in the editor and upload the file from your device.
In the media library: under Brand kit, in the Media library tab, via Upload, one file or several at once. Users with the Admin or Publisher role can upload there. More in Roles & permissions.
As a contributor: via the link or access code in the recording request. More in Contributing via browser.
The checklist
Check the file format: you can upload videos as MP4, MOV, M4V or WebM, and images as PNG, JPG, SVG, WebP or AVIF. Other formats, for example AVI, MKV or MXF, are not accepted. Convert them to MP4 first. MP4 is the most reliable: if a MOV file doesn't work, converting it to MP4 usually helps.
Check the file size: a video file can be up to 9.5 GB. If your file is larger, compress or shorten it first. Large files take longer to upload and process, and the upload speed depends on your internet connection.
Keep the tab open: don't close the tab or leave the page while the upload is running, or it will stop.
Wait for processing: after the upload, cofenster processes the video once. For large files this can take a few minutes. Only then can you use and export the video. Reload the page after a few minutes.
Update your browser: use the latest version of Chrome or Edge. More in Browser and system requirements.
Try another network: VPNs, company networks and your IT's security filters can block or slow down uploads. Test on your phone's hotspot, for example. The domains your IT needs to allow are listed in Domains cofenster uses for your IT security.
Try another browser: does the upload work in a fresh Chrome profile or a different browser?
Use the original file: don't send recordings through WhatsApp or other messenger apps first. They compress heavily and can damage the file. Upload the original file from your device.
Common situations
The upload stops at a percentage.
Usually the connection is too slow or being blocked. Try steps 6 and 7. For very large files, shorten or compress the video first.
I select the file, but the upload doesn't start.
Check format and size (steps 1 and 2). If both are fine, security filters on your company network are often blocking the file. Try another network or convert the file to MP4.
The video uploaded but never finishes processing.
Give it a few minutes and reload the page. If it still isn't ready after 10-15 minutes, message us with the project name and we'll check on our side.
I get an error message.
Check format and size (steps 1 and 2). If that doesn't help, send us a screenshot of the error message in the chat.
The upload works at home but not in the office.
Then your company network or a VPN is very likely blocking it. Share the domains article with your IT.
If nothing helps
Message us in the chat and include, in one message:
the project name or project link
the file format and rough size of the video
what exactly happens: the upload doesn't start, stops at X %, or processing never finishes
your browser and whether you tried another network
a screenshot of the error message, if there is one
That way we can check straight away instead of asking first.