Media Upload Troubleshooting

Upload Fails Immediately

"No files were uploaded"

• Make sure you're selecting a file, not just clicking the upload button
• Try a different browser
• Check your internet connection

"Files exceed your storage limit"

• You've run out of storage on your current plan
• Check usage on the Account page (profile menu → Account)
• Upgrade your plan, or delete old unused files
• If you're on a Team plan, make sure you're using the Team profile — the Personal profile has its own smaller storage limit

"You cannot upload to this folder"

• You're trying to upload to a folder you don't own or have edit access to
• Ask the folder owner to grant you Edit permission
• Or upload to your own Personal library first, then move files

Upload Starts But Never Finishes

• Large files (especially 4K video) can take several minutes to process
• Don't close the browser tab during upload — the processing happens in the background but your session needs to stay active
• Check your internet connection speed — slow upload speeds extend processing time significantly
• Try uploading a smaller test file to confirm the service is working

"Unsupported format" Error

Your file's codec isn't supported. Common causes:

File	Issue	Fix
ProRes video	Codec is ProRes 4444 or ProRes RAW	Convert to ProRes 422 or H.264 first
MPEG-1 video	Codec not supported	Transcode to H.264/MP4
Canon CRM (RAW video)	Not supported	Export to H.264/H.265 from editing software
TIFF sequence	Not a supported video format	Render to MP4/MOV first

Use HandBrake (free) to convert video to H.264 MP4 if you're unsure.

Thumbnail Looks Wrong or Broken

• Thumbnails are generated automatically — most issues resolve if you refresh the page
• If a thumbnail stays broken after 5+ minutes, try re-uploading the file
• Very large images (50MP+) may produce unexpected thumbnails — resize the source before uploading

File Uploaded But Won't Play on the Display

• Check the file is in a supported format →
• Make sure the file has finished processing — look for a ✓ indicator on the asset tile
• Ensure your media server software is up to date (check for updates in Settings)
• Try downloading the file from Vū Studio to verify it plays locally — if it doesn't, the source file may be corrupted

CORS Errors on Thumbnails

If thumbnails appear broken after an update and a hard reload (Ctrl+Shift+R or Cmd+Shift+R) doesn't fix it, try:

1. Clear your browser cache fully
2. Log out and back in
3. If the issue persists, contact support — this may be a CDN cache issue on our end

Still Having Issues?

• Send your diagnostic logs: Settings → Send Logs
• Include the filename, file size, and format when contacting support
• Email support@vustudio.com or call +1 (888) 575-1510