Troubleshooting video errors

Find your error message below for help uploading your video file.

• Your file isn't compatible.

  Double check that your video file is compliant with our video specs. If it is, try reuploading the file. Otherwise, re-export your file with our recommended video specs.

  See our video specs.

  If you receive the same error when attempting to reupload, we'd recommend reaching out to the support center of your editing software developer for further troubleshooting.

• Your file is incomplete.

  The video file you uploaded was truncated or didn’t contain all of the data it needs. Double check that your video file is compliant with our video specs. If it is, try reuploading the file. Otherwise, re-export your file with our recommended video specs.

  See our video specs.

  If you receive the same error when attempting to reupload, we'd recommend reaching out to the support center of your editing software developer for further troubleshooting.
  

• The audio and video streams in your file are different durations.

  You'll need to examine your episode in the software you used to export your video to make sure your audio and video tracks start and end at the same time.

  If you want your video to end or start at a different time to the audio, you can add a blank screen to the video track to ensure the video and audio tracks are the same length.

  For assistance with how to do this, you may need to refer to your editing software's help documentation.

• Two or more frames in your video file overlap with each other.

  This means there are several video frames that want to be shown at the same time in your file, which is not something we support. This is usually due to an error in the exporting process of a video file.

  If you receive the same error when attempting to re-upload, we'd recommend reaching out to the support center of your editing software developer to let them know your video is incorrectly exporting with multiple presentation timestamp values.

• The audio and video streams in your file are not consistent. This could lead to lip-sync issues.

  The timing of the audio and video tracks in your file don’t match each other. This could lead to issues with audio/video sync. Make sure the video and audio you export from your editing software matches our recommended specs.

  See our video specs.

• The color settings in your video are unrecognized.

  The color format in the video you uploaded isn’t supported. We recommend re-exporting your file at 8-bit color depth and 4:2:0 subsampling.

  For assistance with how to do this, you may need to refer to your editing software's help documentation.

• The frame rate of your video is too low.

  We can't process video files with frame rates below our minimum frame rate of 24 fps (frames per second). The frame rate of your video needs to be between 24 and 60 FPS.

  If your original file is compliant and you edited your video file using editing software before uploading it, make sure you're exporting at a frame rate between 24 and 60 FPS. We recommend exporting your edited video file at the original file's frame rate, when possible.

  For assistance with how to do this, you may need to refer to your editing software's help documentation.

• The frame rate of your video is too high.

  We can't process video files with frame rates above our maximum frame rate of 60 fps (frames per second) The frame rate of your video needs to be between 24 and 60 FPS.

  If your original file is compliant and you edited your video file using editing software before uploading your file, make sure you're exporting at a frame rate between 24 and 60 FPS. We recommend exporting your edited video file at the original file's frame rate, when possible.

  For assistance with how to do this, you may need to refer to your editing software's help documentation.