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Just Jolly Troubleshooter

Media: Troubleshooting File Upload Issues

From time to time, when uploading files, something ends up causing an issue that needs to be fixed before the files can upload. In many cases, you'll receive a specific error message, but in some cases, the issue might be related to your internet connection or other local factors. 


Supported media types

When uploading media files, it's important to know the types we support. Make sure your files match these formats to avoid any issues during the upload process. Learn more about the supported file types and size limits.


Specific error messages

If you get an error when uploading your file, you may need to check a few things. You can find some common errors below, click the drop-downs to learn how to resolve them.


You're signed out of your account. Log back in and try again.

Try to log out of your Just Jolly account, clear your cache and cookies and log back in to your account before trying to upload again.

File could not be uploaded. Check your internet connection and try again.

Make sure to check your internet connection, you can also disconnect from the current network and reconnect to establish a new connection.

File is corrupted and can't be uploaded. Try a new file.

Check the file you are trying to upload. Converting your file the same format can also help correct corrupted data.

This file is empty. Try a new file.

Check the original file and make sure that the file contains content. Also make sure that the file you are using is not a shortcut but rather the actual file.

File could not be uploaded because file extension and file type don't match.

Make sure that the file extension in the name and the file type match. You can try to delete the current extension from the name and retry.

This file is too big. Upload a smaller file ({sizeLimit} max).

Check the file size and make that your file does not exceed the supported limit. Learn more about supported file types.

{extension} files are not supported.

Make sure that the file you are trying to upload is supported. Learn more about supported file types.


Additional troubleshooting steps

If you've verified the file you're trying to upload is indeed supported, and you didn't receive any of the above error messages, there are some general troubleshooting steps that we recommend following.


Note:

The following factors may affect your ability to upload files, if any of these apply, please try uploading the file on a different computer with a different internet connection:

  • 3G internet connection: You may experience issues uploading media if you are connected through a 3G mobile connection. 

  • Carrier or data plan restrictions: Due to these restrictions, you may be unable to upload images, or other media files.

  • Public internet connection: Public institutions, such as work, school, libraries, or government facilities may restrict access to certain URLs, including our media server.

  • Internet security programs: Some internet security programs block access to our media server.


Check if you're able to upload a different file

Try to upload another media file. If it uploads without issues, the problem might be with the specific file you're struggling to upload. 


Try saving the file with a new name and then attempt the upload again.

Log out of Just Jolly and back in again

Log out of your Just Jolly account and log back in again. Then try uploading the file again. This can refresh your session and resolve any potential login-related glitches.

Upload the file in an incognito or private browsing window

Occasionally, browser-related issues can affect file uploads. If you encounter difficulties, try upload the file in incognito or private browsing mode. This mode disables browser extensions and may resolve any conflicts that could be preventing the upload process. 


Learn how to open your browser in Incognito or Private Browsing mode.

Disable any browser extensions or security programs

Check if you have any browser extensions, or internet security programs installed on your computer, which may be affecting your ability to upload. Temporarily disable them and try to upload the file again.

Clear your browser's cache

Try clearing your browser's cache and then upload the file again. Clearing the cache helps eliminate any stored data conflicts that may be hindering the upload process.


Note: Make sure you're using a supported browser.

Try a different internet connection

If you are connected to the internet through a router, connect directly through the modem and retry uploading the file. We also recommend checking if you're able to upload the file from a different computer with a different internet connection.


Still need help?

If the problem persists, contact us, and we will be happy to help. Please provide us with the following info:

  • A screenshot of your console view using the steps below:

    1. Open an incognito window in Google Chrome (Ctrl + Shift + N).

    2. Log in to Just Jolly and try to upload your file. 

    3. Use the keyboard shortcut Ctrl + Shift + J (on PC) or Cmd + Option + J (on Mac).

    4. Click the Console tab at the top of the panel and refresh the page (F5).

    5. Take a screenshot of this tab.

  • The steps you've tried.

  • The media file type.

  • The name and version of the web browsers you've tried. Go to www.whatismybrowser.com to find out your browser version.  

  • The name and version of your computer's operating system.

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