Troubleshoot and Fix Loom Video Upload Failures
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
This article provides troubleshooting steps for resolving video upload failures on Loom. Users may encounter issues such as upload errors, stuck uploads, or videos that fail to process or play after uploading. By following the steps below, users can identify and address common causes, such as network problems, unsupported file formats, or local device/browser issues.
Diagnosis
Troubleshooting failed Loom video uploads, including upload errors and stuck uploads.
Ensuring video files meet Loom's supported file requirements (e.g., file size, codec, resolution).
Addressing common technical issues such as browser, device, or internet connection problems.
This article does **not** cover unrelated playback issues for already-uploaded videos, account/payment problems, or video recording failures before upload.
Cause
Loom file for upload is not supported or over 4GB
Solution
Follow these steps to troubleshoot and resolve Loom video upload failures:
1. Check your media confirms to the below media specifications:
Container | Supported containers: MV, AVI, WEBM, MP4, MOV (Up to 4GB) |
Video | Codec: H.264, Frame Rate: 30 fps, Bitrate: Variable bitrate. |
Audio | Codec: AAC, 48kHz, Channels: 1 Channel (Mono), Variable bitrate. |
Resolution | Up to 4K video (360p, 480p, 720p, 1080p, 1440p, 2160p) Loom encodes the video and makes it available in all resolutions starting with the originally recorded resolution down to 480p. |
You may receive a Failed to process message after attempting to upload a video. This most often occurs because the file is over 4 GB, its frames per second are over 60, or its resolution is over 4096 x 2160.
If the file you want to upload to Loom is not supported or you believe it should be supported but is being rejected, try running your video through Handbrake. There are times when an underlying property of your video is not supported (like the number of audio channels is too high) and this can only be fixed by running the media through Handbrake.
HandBrake is a free tool that allows you to convert video from nearly any format to a selection of widely supported codecs. We recommend exporting your video using the media specifications in the above table (H.264/AAC to .MP4 file.)
2. Verify your internet connection
Ensure a strong and stable internet connection with an upload speed of at least **5 Mbps**.
Test your connection at [www.speedtest.net](https://www.speedtest.net).
If your connection is slow or unstable, try switching to a different network or contacting your internet service provider.
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