Troubleshooting uploading errors

Make sure your browser is up to date, and that there are no problems with your internet connection or firewall. We recommend using the latest versions of Chrome or Firefox.

For FTPS uploading we recommend Cyberduck, or Filezilla or WinSCP as your FTP Client

File names may contain only the characters a-z, A-Z,0-9, and *underscore* ( _ ). Accented latin characters, and characters in non-latin alphabets are not permitted. Punctuation other than underscores (brackets, parentheses, quotation marks, etc.) are not permitted and may cause an error during uploading.

For best results, we recommend uploading just a few files at a time and carefully reading any error or alert messages that may display during uploading.

If the files did not transfer correctly after some time, we recommend removing the unprocessed content and uploading them again.

If you receive the error message: "The clip's metadata could not be read, or the clip was only partially uploaded. Width: (unknown) Height: (unknown) Aspect: (unknown) Codec: (unknown)" it means that we did not receive the complete upload, most likely due to a transfer hiccup. Please remove the file, and try again.

If you receive an error message in your FTP client about TLS settings, please be sure to Use explicit FTP over TLS.

If none of these troubleshooting tips work, turn on logging in your FTP client and send a copy of the FTP log and the date of the upload log to our support messenger. Our Fin AI Agent can help or put you in contact with the right team.