This article covers common concerns with media uploads (videos, images, audio, and other files) and the corresponding troubleshooting solutions.

In this article:

Known Concerns and Troubleshooting Steps

Upload stuck and won't complete

Symptoms:

  • Upload starts but gets stuck on "Uploading" or "Processing” and won’t progress.
  • No error messages appear.

Possible Causes:

  • Internet connection is unstable or in high demand (too many things running on your computer, or too much demand on your internet connection).
  • Kartra login session has expired.
  • File stored in a cloud folder (e.g., Dropbox, Google Drive, iCloud) instead of the local drive.

Solutions:

  • Stop or pause any other downloads or uploads you have running.
  • Close any browser windows and applications on your computer that you don’t need (especially those that are using the internet).
  • Check to ensure that you are still logged in to Kartra.
  • Ensure the file is on the local hard drive (for simplicity, copy the file to your desktop).

Tip: The more devices using your internet connection simultaneously, the greater the strain on your bandwidth. Activities like streaming videos, video conferencing, or online gaming can significantly reduce upload speed. To improve your chances of a successful upload, try pausing these activities or scheduling your upload during off-peak times when fewer devices are connected.

Error: “File size is too big”

Kartra error "file size is too big"

Possible Causes:

  • File exceeds the allowed size per upload:
  • Video: 999 MB
  • Image: 999 MB in library; 4 MB in emails
  • Audio: 999 MB in library; 4 MB in emails
  • Files (PDFs, etc.): 999 MB in library; 4 MB in emails

Solutions:

  • Reduce the file size and try the upload again.
  • For Videos: Use HandBrake or a similar application to compress files.
  • For Images: Use any online compression tools that will allow you to reduce the resolution (DPI) of your image.
  • General: Optimize the file to reduce its size. Most media creation software will allow you to export a completed project at a smaller size or optimized for web view. Check your tool to see what options are available.

Error: "Invalid file type"

Kartra error "invalid file type"

Possible Causes:

  • File format is not supported.

Solutions:

  • Ensure the file is in one of the supported formats: 
    • Video: MP4, MOV, M4V, or FLV.
    • Images: JPG, JPEG, GIF, BMP, PNG
    • Audio: MP3, M4A, OGG
    • Files (Documents/Other Files): Most file types are supported (Note: Scripts like .JS or .PHP are not allowed.)
  • If your file is in a supported format but still won’t upload:
    • Resave or Export the file using the original application where it was created.
    • Avoid simply renaming the file extension; the file must be properly converted to a supported format for compatibility.

Error: "File corrupted or has incompatible codecs"

Kartra error "file corrupted or has incompatible codecs"

Possible Causes:

  • File corrupted on your computer (during export or encoding) or while attempting to upload to Kartra (during the transfer process). 
  • Incompatible video or audio codecs.
  • Videos recorded in HDR mode (default setting on iPhone) may not be compatible with Kartra.

Solutions:

  • Check to ensure you have a stable internet connection and try the upload again.
  • Convert the video to MP4 with H.264 video codec and AAC/MP3 audio codec.
  • Use Handbrake, CapCut, or a similar application to re-encode the video.
  • You can also try removing incompatible codecs with apps like InShot (for mobile).
  • Convert HDR videos to SDR or recreate with HDR turned off.

Browser Errors: "ERR_SSL_PROTOCOL_ERROR" and similar

Example of a browser console ERR_SSL_PROTOCOL_ERROR

Possible Causes:

  • Outdated browser.
  • SSL/TLS configuration issues.
  • Expired SSL certificates or incorrect device date/time.
  • Caching issues or interference from antivirus/firewalls.

Solutions:

  • Update the browser.
  • Clear cache and cookies.
  • Disable browser extensions or use Incognito/private mode.
  • Ensure correct date and time settings on your device.
  • Try a wired connection.
  • Temporarily disable antivirus/firewall services.

Uploaded video won’t play (black screen)

Possible Causes:

  • File corruption prior to or during upload.
  • Incomplete upload due to network interruption.

Solutions:

  • Check the video on your local computer to ensure it plays correctly. 
    • If it does not, re-export the file from the application where the video was created or film it again.
  • Ensure a stable internet connection (preferably wired).
  • Re-upload the video after clearing cache and cookies.

Uploads fail based on VPN

Note: Kartra does not limit file transfer or viewing by geolocation. Location-related blocks may be due to restrictions from your internet service provider (ISP) or an application on your computer like an anti-virus or firewall.

Symptoms:

  • Uploads fail with a VPN but are successful when the VPN is turned off (or vice versa).

Possible Causes:

  • ISP-related restrictions for your location or the location shown by your VPN.

Solutions:

  • Use a VPN to bypass ISP issues related to your real location.
  • Turn off your VPN or change the selected location to bypass ISP issues related to your spoofed location.
  • Check with the internet provider for potential restrictions.

General Troubleshooting Steps

Device and connection guidelines:

  • Use a stable wired internet connection.
  • Clear browser cache and cookies (How to Clear Cookies).
  • Disable browser extensions or use Incognito mode.
  • Try a different browser (Chrome, Safari, or Firefox).
  • Ensure your device and browser are up-to-date.

File guidelines:

  • Ensure the file is saved on your local hard drive before uploading (not cloud storage).
  • Optimize video files to reduce their size or update video encoding (codecs) using Handbrake (Kartra Guide).
  • Re-export images or files like PDFs in lower resolution or “web ready” formats to reduce their size.