Why did my upload fail or get stuck?
Fix failed panorama uploads and stalled processing by checking the file size, the format, the ratio and the connection.
Uploads fail for three reasons: the file is rejected before it leaves your computer, the connection breaks halfway, or the background processing never finishes. Each cause has its own fix.
The upload is rejected
- Read the message next to the file — it names the problem, such as a wrong ratio or an unsupported format.
- Check the format: jpg, png or tiff, with an equirectangular ratio of 2:1.
- Check the size: keep each panorama under 40 MB.
- Convert the file and upload it again.
Rejections happen before the file leaves your computer, so nothing is lost and nothing is stored. The message next to the file names the reason, and the same three checks are applied to every scene: the extension, the 2:1 ratio and the file size. If you shoot in RAW and export a 16-bit TIFF, convert it to an 8-bit JPG — the panorama looks the same in the tour and uploads several times faster. You can forward the error message to support together with the name of the file.
The upload stops halfway
A large file on an unstable connection is cut off. Try again on a wired connection or a stronger Wi-Fi signal, and do not close the tab while the status still shows Uploading.
Processing never finishes
- The status indicator in the scene list shows the stage: Uploading, Processing, Ready.
- Processing runs in the background, so leave the project open until the status changes.
- Very large TIFF files take the longest; a re-encoded JPG of the same size is much faster.
- If the status is stuck for more than an hour, delete the scene and upload it again.
Processing a scene never affects a published version. A tour that is already live keeps serving the old image while the new one is being prepared.
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