Why does this happen?
In order to upload the videos to the web gallery, an internet connection is necessary (at least 15–20 Mbps upload speed). Check your internet connection.
Check your internet connection 👇
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Keep the queue open, and the uploads will start automatically. It is possible to keep uploading files if they were not uploaded, if the event remains open.
It may happen that you already have a good internet connection, but the files are still not uploading. Here are a few tips to troubleshoot it, in order of attempting:
Make sure that "GDPR Disable Uploads To Web" (settings > device sharing methods) is disabled (settings > device sharing methods).
Go to your event settings in your device > Manage uploads > Re-upload all files
Reboot your phone (turn off and on again)
Go to the App / Play Store and make sure that you are working with the latest update of Touchpix (do not delete the app, as this will erase all the app gallery)
Manual uploading
We know that issues can happen, so there is an option to upload manually your event files to your event gallery. In your event web gallery, you may tap on the following icon to add your files and upload them in case the automatic uploads are experiencing issues.
You may locate your files in your device settings > Browse into the internal storage > Touchpix folder.
Disclaimer: Our platform is designed exclusively for Touchpix content. Please avoid uploading files from other sources, as this is tracked, and it could lead to your account being deactivated.
Note: An active event and subscription are required for this function to be shown.
My connection is already stable
It may happen that you have full signal to your Wi-Fi or full bars on a 5G connection, however, this is not a proof that the speed is high enough to cover the upload demand. This is the reason why the network must always be tested, since they may fluctuate and have ups and downs.
I already closed the event, is there anything I can do?
The short answer is yes, but not through Touchpix. It is possible to navigate in your local files and find a folder for Touchpix. This folder contains the folders "Gallery", "Originals", and "Non-rendered", as well as the event number of each one. You want to take the folder "Gallery" and upload the videos to an external cloud storage, to share with your customer. Since the event is already closed, Touchpix cannot process external videos in your local files.
I don't find the folder in my files, are they recoverable?
The answer is no, unfortunately. While closing the event, on the closing screen, there is an option that says "delete photos and videos from device" (requires confirmation). Enabling this option, removes the files for that event to free up space. If the videos weren't backed up on a cloud service or the web gallery, there is no option to retrieve them. Make sure to search for these files in your local storage, not in iCloud service.
Note: Media will only upload in Active mode. Test events will not upload files.