Upload Troubleshooting: Images, MP4 Video, File Types, and Processing

Design X · Images, Video & Mobile

Check format, filename, processing, and connection issues before uploading the file again.

Admin pathMEDIA LIBRARY → add or upload

ScopeImages & video

ViewResponsive

Test one file first. A single controlled upload will tell you whether the issue is the file, browser, connection, or destination gallery.

Supported web files

Media	Recommended format	Notes
Photographs	JPEG / JPG	Export in RGB and prepare at an appropriate web size.
Graphics	PNG	Useful when transparency is required.
Logos	SVG, PNG, or JPG	SVG is intended for suitable logo artwork, not ordinary photographs.
Direct video	H.264 MP4	Use Web Optimized or fast-start output when available.
Hosted video	Vimeo	Check Vimeo privacy and domain playback settings.

If an image will not upload

1. Rename the file with letters, numbers, hyphens, or underscores.
2. Export a fresh RGB JPEG or PNG.
3. Upload one file instead of a large batch.
4. Try a private browser window and a stable connection.
5. Wait for processing to finish before refreshing or moving the item.

If an MP4 will not play

1. Confirm the video codec is H.264 inside an MP4 container.
2. Enable web optimization or fast-start playback.
3. Test a shorter, smaller export.
4. Add a custom poster thumbnail when the gallery displays a generic video placeholder.
5. Test autoplay and sound on mobile. Browsers commonly require autoplay video to begin muted.

If the upload appears in the wrong place

Open the item in Library, then assign or drag it to the intended gallery under Website Menu. Folders are for internal organization and do not automatically place an item in the public menu.

Related guides

• Image Prep
• Video Prep
• MP4 Video Prep