Most upload failures fall into a handful of categories. Walk through these in order.
My upload starts then errors out
Q: The progress bar moves a bit and then I see an error. What now?
A: Check the file size. If it is over 5 GB, the per-upload limit blocks it. Encode a smaller version (1080p H.264 around 8 Mbps for most content) and try again. See file size limits.
My upload progress bar freezes
Q: The progress bar is stuck at the same number for minutes. Did the upload fail?
A: Probably your network paused. The uploader uses resumable uploads; it will retry the current chunk and continue. Wait a minute. If the bar still does not move, click pause and resume from the upload UI. If that does not help, refresh the page and start the upload again; the resumable session lives 24 hours, so progress is not lost.
I get "format not supported"
Q: I tried to upload a .flv or an old codec and got a format error. Now what?
A: Convert the file with a tool like HandBrake or ffmpeg to MP4 with H.264 video and AAC audio, then re-upload. See supported formats for the full list.
I get "quota exceeded"
Q: My upload is rejected because of quota. Can I still upload?
A: Free up storage by deleting videos from your library, then try again. Storage is freed immediately on delete. See storage quota.
My upload completes but the video stays in "scanning" forever
Q: Upload finished but the video is stuck in "scanning". Is something wrong?
A: Scanning typically completes in a few seconds. If it stays for minutes, the antivirus pipeline may be backed up. Wait fifteen minutes. If it is still stuck, write to [email protected] with the video slug; we can check the queue.
My upload completes but transcoding fails
Q: The video shows "failed" with a transcoding error. What now?
A: The source file is likely corrupt or in a partially-supported format. Re-export the source from your editor as MP4 with H.264 video and AAC audio. If the same file works in other players but fails in VideoPlayer.ai, send a sample to [email protected].