> For the complete documentation index, see [llms.txt](https://docs.podigee.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.podigee.com/documentation/connect-and-administer/troubleshooting/media-upload-fails.md).

# Media upload fails

Diagnose a rejected, incomplete, or stuck audio or video upload and recover the episode.

Use this article when an upload on the **Media Files** tab of an episode stops with an error, never completes, or the video does not finish processing.

## Protect your work

* Stay on the page until the progress bar completes. The upload area says **Leaving or Reloading the page will cancel the upload.**
* You can open other tabs of the episode while the upload runs. The page says **During the uploading process, you can visit other tabs to fill additional information about this episode.**
* Do not delete the episode. The title and texts stay when you upload the file again.

{% tabs %}
{% tab title="Classic view" %}

### Find the cause

1. Read the message under the upload area. The next section has one entry for each message.
2. Check the file extension. Audio file extensions: mp3, mpeg, m4a, x-m4a, m4v, mov, mp4, wav, x-wav, flac, aiff, x-aiff, aac, alac, caf, opus. Video file extensions: mp4, m4v, m4p, mov, qt, mkv, mk3d, avi, ogv, ogg, ogm, webm. Podigee always handles a file with the extension ogg as a video file.
3. Check the file size. The maximum size for one file is 20 GB.
4. Check whether the episode is already published. Podigee does not use new files on a published episode until you replace the audio.
5. Check whether the file came from Dropbox. Podigee copies Dropbox files first.

![Media Files tab of an episode in the classic view with the Audio track mode select, the Choose a file and Dropbox Upload buttons, and the note Maximum file size 20 GB](https://2032417310-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbqUKO6lljHGzkEAzliPI%2Fuploads%2Fgit-blob-c8b8e2807832393e677adeca5ec2bad52e994c01%2Fdoc-start-006-classic-media-files.png?alt=media)

The upload area of the Media Files tab; the messages named below appear under this area.

### Recover

#### If the message is "File type is not supported."

1. Convert the file to one of the accepted extensions.
2. Upload the converted file.

#### If the message is "File is too large. Maximum allowed size is ..."

1. Reduce the file below 20 GB, for example with a lower bitrate or by cutting the recording.
2. Upload the smaller file.

#### If the message is "Upload incomplete - the file didn't finish uploading. Please retry."

The file did not arrive completely, for example after a lost connection or a reload.

1. Upload the same file again.
2. Wait for the message **You can now schedule the publication of this episode.**

#### If the message starts with "There were problems uploading"

The size of the stored file does not match the file that you selected.

1. Upload the file again.
2. If the error repeats, try a different network connection.

#### If the message starts with "There are too long URLs"

Podigee rejects file links longer than 200 characters. This happens with some Dropbox links.

1. Rename the file in Dropbox to a short name, or download the file to your computer.
2. Upload the file again.

#### If the message is "Couldn't determine audio duration; upload rejected to enforce plan limits."

Podigee could not read the duration of the file. On current plans, Podigee needs the duration to check the audio allowance.

1. Export the file again from your editing software as a standard mp3, m4a, or wav file.
2. Upload the new file.

#### If the message says how much audio or video allowance is left

The message reads **This audio file is ... long. You have ... of audio allowance left before uploads are blocked.** or **This video is ... long. You have ... of video allowance left before uploads are blocked.** or **You have reached the number of video uploads included in your plan for this billing period. Your limit resets on ...**. The plan of the podcast owner has no room for this file. See [You reached a plan limit](/documentation/connect-and-administer/troubleshooting/you-reached-a-plan-limit.md).

#### If the page shows "Dropbox file transfer in progress" or "Video file transfer from Dropbox in progress"

Podigee copies the file from Dropbox. The publish buttons are disabled during the copy.

1. Wait until the message disappears.
2. If the page shows **The Dropbox video import failed ...**, remove the video and upload it from your computer.

#### If the page shows "Audio is being extracted from video..."

Podigee extracts the audio track from your video and keeps the original video. The page refreshes by itself.

1. Wait until the audio appears in the media list.
2. If the page shows **Processing your video is taking longer than usual ...**, keep the page open and check again later.

#### If the page shows "We couldn't process this video. Please remove it and upload again."

1. Select **Remove video**. Confirm the dialog **Remove video file** with the text **Are you sure you want to remove the video file? This operation is irreversible.**
2. Upload the video again. If the error repeats, export the video again as an mp4 file.

#### If the episode already has an audio file and the video upload is refused

You cannot add a video to an episode that already has audio. Use **Replace Audio with Video**. The page says **Upload a video to replace the current audio. The audio track is extracted automatically and your episode stays published.** This option is available on current plans or on an older plan that includes video podcasts.

#### If the page shows "You uploaded new audio file(s). Please use the update audio file feature to publish them."

The episode is published. The new file waits until you replace the audio. See [Replace or remove episode media](/documentation/create-and-publish/production/episodes/replace-or-remove-episode-media.md).

### Expected result

The media list shows the uploaded file and the page reads **You can now schedule the publication of this episode.** For a video, the extracted audio is visible. The video preview appears on current plans or on an older plan that includes video podcasts.
{% endtab %}

{% tab title="Podigee workspace" %}
The workspace uploads through one drop zone. You reach it with **Episodes**, then **New episode**, on the page **Add a recording to \[show title].** The first-episode flow uses the same drop zone on the page **Drop your recording.** The workspace does not replace the media of an existing episode. That part of the job happens in the classic view.

### Find the cause

1. Read the status under the drop zone. **Use a video or audio file** means that the file type was refused before the upload. **Upload failed. Choose the file again.** means that the transfer stopped or that Podigee refused the file.
2. Read the notice **Please check the recording** above the drop zone. It carries one of the texts **Choose a video or audio file first.**, **This episode already has a recording. Open the editor to continue.**, or **We could not find that show in your workspace.**
3. Check the file extension and the file size. The drop zone reads **MP4, MOV, MP3, WAV, M4A, FLAC - up to 20 GB**.
4. Check the **Preparation progress** list. **Preparation needs attention.** with **The upload is saved. You can still add details manually and continue editing this episode.** means that the file arrived, but the preparation failed.
5. Open the episode from **Episodes**. **Recording preview is not ready yet** with **The player appears here as soon as the recording has finished processing.** means that the processing still runs.
6. On the **Overview** page, check the **Current draft** card. **Needs recording** means that the draft has no file.

![New episode page in the Podigee workspace with the drop zone Drop your video or audio file here, the accepted formats line, and the Choose a file button](https://2032417310-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbqUKO6lljHGzkEAzliPI%2Fuploads%2Fgit-blob-35753d63cf7eaf7b6aa6778e7fd0ae0c7be0faaa%2Fdoc-production-004-drop-zone.png?alt=media)

The drop zone names the accepted formats and the maximum file size.

### Recover

#### If the status reads "Use a video or audio file"

1. Convert the file to MP4, MOV, MP3, WAV, M4A, or FLAC.
2. Select **Choose a file** and upload the file again.
3. If you cannot convert the file, upload it on the **Media Files** tab in the classic view. That tab accepts more formats.

#### If the status reads "Upload failed. Choose the file again."

1. Check that the file is not larger than 20 GB.
2. Check your network connection.
3. Select **Choose a file** and upload the same file again. Stay on the page until the status reads **Upload ready**. If you leave or reload the page, the browser asks for confirmation, and the upload stops.
4. If the error repeats, upload the file on the **Media Files** tab in the classic view. That tab names the cause of a refused file.

#### If the notice reads "Choose a video or audio file first."

No file was selected. Drop the file on the drop zone, or select **Choose a file**.

#### If the notice reads "This episode already has a recording. Open the editor to continue."

The draft already has a file. The workspace does not replace it.

1. Open the episode from **Episodes** and continue with the details.
2. To replace the file, use the classic view. See [Replace or remove episode media](/documentation/create-and-publish/production/episodes/replace-or-remove-episode-media.md).

#### If the page reads "That file needs a replacement"

The first-episode page keeps the draft and reads **Your draft is saved. Choose another video or audio file to continue.** The status reads **Draft saved. Replace the file to continue.**

1. Select **Choose a file** and upload another file, or the same file again.
2. Continue with the flow. The show details stay.

#### If the page reads "Preparation needs attention."

The file is stored. Only the prepared details are missing.

1. Select **Add details manually**.
2. Add the title and the description yourself, then save.

#### If the episode page reads "Recording preview is not ready yet"

1. Wait until the player appears. The **Visibility check** list then marks **Recording processed**.
2. On the **Publish** page, wait until the note **Processing is still running. The publish button unlocks when the file is ready.** disappears.

#### If the Current draft card reads "Needs recording"

1. On the **Overview** page, select **Add recording** on the **Current draft** card. The upload page for that draft opens.
2. Upload the file.

### Expected result

The status under the drop zone reads **Uploading your file...**, then **Preparing episode details...**, then **Upload ready**. The **Preparation progress** list marks **Upload** as **Done** with **Upload complete. Episode preparation has started.**, and later reads **Episode details are ready.** with the button **Review episode details**. On the episode page, the player shows the recording, and the **Visibility check** list marks **Recording processed**.

What is different:

* One status, **Upload failed. Choose the file again.**, replaces the messages for each cause.
* There is no upload from Dropbox, no **Remove video**, and no **Replace Audio with Video**.
* The drop zone lists fewer formats than the classic **Media Files** tab.
  {% endtab %}
  {% endtabs %}

## Contact Podigee Support

Collect the exact error message, the file extension, the file size, the episode title, and the time of the upload. Do not send the audio file, your password, or an API key in the first message. See [Find help and contact Podigee Support](/documentation/start-here/start-here/find-help-and-contact-support.md).

## Next step

[Upload audio or video](/documentation/create-and-publish/production/episodes/upload-audio-or-video.md) explains the accepted formats and the upload options in detail.


---

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