Why is Zight showing "Content is Being Uploaded"? Video is stuck during upload

Uploading times vary depending on your file size. The uploading time can also vary due to internet bandwidth and upload traffic. Uploading can take anywhere from a few minutes to several hours. If your upload seems stuck or is taking a long time, we have a few solutions below to help you troubleshoot.

If your upload seems stuck or is taking a long time, it may be due to:

• Video length
  • Longer videos may take longer to update. This is especially relevant for Windows users because Windows needs to finish buffering everything before uploading it. Mac users shouldn't have this nuance since MacOS buffers in smaller packages, allowing the content to start being updated faster.
• Quality
  • The quality you choose to record in high-resolution video will take longer to upload. If you have an issue, try a different recording quality (ex: 720p)
• Upload Speed
  • Your upload speed: Check speed. We recommend at least 5mbps upload speed.
• Internet Connection
  • A stable internet connection: If you experience an interruption while recording or during processing, your video may not upload successfully. 
• App Interruption
  • If the app experiences an interruption during the creation of a video or uploading a file, this could result in content not being uploaded.

How can Zight help with this issue?

Check your failed uploads folder

If the upload fails, we retry on our end and eventually should let you know that the file couldn't be uploaded.

• Finding the Failed Uploads Folder on Mac: 

  • If no file is available in that failed uploads folder, go to the Terminal app and copy-paste the following: open $TMPDIR/com.linebreak.CloudAppMacOSX

  • If the failure is recent, chances are the files are still in there! If not, please reach out to our support team.
    

• Using a New Macbook? (M1, M2, M3, etc)

  • If you are using the new Mac silicon processor-based MacBooks, there is a chance the  Rosetta Layer app from Apple is not installed, which can cause the infinite upload effect, where a recording or screenshot will be "uploaded" but never finished.

  • Follow the steps in this video to check if its installed and to install it if not:
    
    

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  • The command lines used in the video above are:
    • /usr/bin/pgrep -q oahd && echo Yes || echo No
    • softwareupdate --install-rosetta

• Finding the Failed Uploads Folder on Windows:

  • You can find the failed uploads folder here:

    • C:\Users\(Your username)\Documents\Zight\Failed Uploads. 
      
      

• Finding the Failed Uploads Folder on Chrome:
  
  • If a file appears as being uploaded for over 60 minutes, it is most likely that the recording failed and the item is lost. We are working on a solution for this situation. 
  • Please contact support and provide the logs from the extension.

If your content isn't appearing (not downloadable or viewable) after 60 minutes, feel free to reach out to our support team.   

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