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

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.

Another easy solution for uploading issues is to clear your browser’s cache. Your cache includes 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.

In general, it's essential to make sure your browser is up to date to maintain functionality across websites. Uploading issues are more common on outdated browsers. You can confirm your browser version easily by visiting whatismybrowser.com.

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 uploading, especially for larger files.

If uploads only fail on a work computer or network, security software or a firewall may be blocking them. Try again with your VPN off, or on a personal device. Ask your IT team to review our Firewall and Network Allowlist Settings.

If you're still stuck after trying the above steps, give us a shout at [email protected].