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Upload Troubleshooting

Check out our recommended troubleshooting steps for common uploading issues.

Jean V avatar
Written by Jean V
Updated yesterday

Having trouble uploading your media? We've outlined some general troubleshooting steps to help you get back on track.

Export settings and HandBrake

Before you upload any media, please make sure the file meets our recommended and required export settings. Wistia plays best with MP4 files with an H.264 codec, a bitrate between 5,000–10,000 kbps, and a maximum size of 26 GB.

If your file doesn’t fit these guidelines, try running it through HandBrake (a free transcoding software) before uploading. Check out our suggested HandBrake settings here.

Clear your cache

Another easy solution for uploading issues is to clear your browser’s cache. Your cache includes browsing history and temporary data downloaded from sites you've visited. Though it sounds simple, it can often be the easiest fix. Learn how to clear your cache for common browsers:

Alternatively, try uploading in an incognito window or a different browser to see if the issue persists.

Update your browser

It's also essential to make sure your browser is up to date. Wistia uses an HTML5 uploader, and uploads may fail in browsers that don't support it. You can confirm your browser version easily by visiting whatismybrowser.com.

Reset your Internet connection

Lastly, try resetting your internet connection or using a different network. Reset your router and make sure you have a secure connection; a shaky connection can be a nightmare when trying to upload, especially for larger files.

If all else fails, give us a shout at [email protected] and we'll be happy to troubleshoot further.

Tip

To expedite the support process, please send us the file that’s giving you trouble via Dropbox, Google Drive, or another file-sharing system.

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