Cannot upload video to media library

  • Unknown's avatar
    sbswebboss · Member ·

    I am on the Premium plan. I am unable to upload a video file to the media library. The file size is approximately 783 MB, below the max 1 GB size. There is 9 GB available of the 13 GB storage available with the plan. The file appears to upload correctly, the status on the Upload New Media page shows it as 100% complete, but it does not show in the media library. I tried twice, same result. Refreshed the browser, logged off/on, but no joy. Previous files, both video and audio have worked correctly. I have a screen capture but don’t know how to show it here. Any ideas?

    The blog I need help with is: (visible only to logged in users)

  • staff-doublebassd · Staff ·

    Hi there,

    What is your site URL where you are trying to upload the video? Also, the account you are contacting us from does not have a Premium Plan upgrade connected to it.

    Do you happen to have another WordPress.com account? If so, please log in to that account and post in this thread – then I’d be happy to look into this uploading issue for you.

    Thanks,

  • Unknown's avatar
    sbswebboss · Member ·

    Failed to mention that the video file is an mp4. Nothing unique about it (other than it won’t upload correctly!)

  • Unknown's avatar
    sbswebboss · Member ·

    The site is southboundarysingers.org. It most certainly is a Premium account.

    Not sure what you mean by “Also, the account you are contacting us from does not have a Premium Plan upgrade connected to it.” Isn’t the Premium Plan applied to the site, not to whatever admin account I happen to be using?

  • staff-blorbo · Staff ·

    Are you able to upload the file elsewhere so we can take a look, like Dropbox, Google Drive, Droplr, etc?

    If not, can you tell us the video and audio codecs used by the file?

  • Unknown's avatar
    southboundarysingers · Member ·

    I am now logged in as the “owner” of southboundarysingers.org. Not sure what difference this makes, since I tried to upload the file with the same result.

    staff-blorbo: Here is a link to the file on my MS OneDrive:
    https://1drv.ms/v/s!ApFI7DbM1IdKg4cWmys6Ew48cE0Qcw

    It plays just fine from there.

  • staff-blorbo · Staff ·

    Thanks, the video definitely plays there, and I had no trouble downloading it and playing it on my computer.

    I’m attempting to upload it now, and I’ll get back to you in a bit. :)

  • staff-blorbo · Staff ·

    Interesting, the video uploaded properly for me, it’s the most recent in your video library, so I’m not sure what the issue is.

    If you run into it again, please make sure that your browser is up to date: https://browsehappy.com/

    If it is not, please try updating your browser or switching to a different browser.

    If it is, please do these two things:

    1. Try clearing your browser’s cache and cookies.

    2. Try with all browser extensions or add-ons temporarily disabled.

    Please let us know how each step goes for you, and which browser (and version of) you’re using if you’re still having trouble.

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