File Upload Errors

File uploads can fail for various reasons. This guide helps you identify and resolve upload issues.

Error Messages

"File Too Large"

• PDF files: Maximum 50 MB per file
• Images and videos: No specific per-file limit, but total storage is limited by plan

1. Compress the file

- Use image optimization tools (TinyPNG, Squoosh) - Reduce PDF quality - Compress video (HandBrake)

1. Split large PDFs

- Split into multiple files under 50 MB each

1. Check storage usage

- Go to Settings > Storage - Free up space by archiving old projects

"Unsupported File Type"

1. Convert the file

- Export from source in supported format - Use online converters

1. Check extension

- Ensure correct file extension - Rename if extension is wrong

1. For design files

- Figma: Use integration - Sketch: Export to PNG/PDF - XD: Export first

"Upload Failed"

1. Check internet connection

- Ensure stable connection - Try wired instead of WiFi

1. Retry upload

- Wait a moment - Try again

1. Reduce file size

- Even within limits, smaller is more reliable

1. Check browser

- Update browser - Try different browser

"Request Timeout"

1. Check connection speed

- Minimum 5 Mbps recommended - Test at speedtest.net

1. Reduce file size

- Compress before upload - Use optimized format

1. Avoid peak times

- Try off-peak hours - Upload overnight if needed

"Storage Limit Reached"

1. Check usage

- Settings > Storage - See breakdown

1. Free up space

- Delete old versions - Archive projects - Remove unused files

1. Upgrade plan

- More storage available

Common Causes

Browser Issues

• Update to latest version
• Chrome, Firefox, Safari recommended

• Disable ad blockers
• Disable privacy extensions temporarily
• Try incognito mode

• Clear browser cache
• Hard refresh the page

Network Problems

• Use wired connection
• Check WiFi signal
• Disable VPN temporarily

• Check corporate firewall
• Allow moqup.io and cdn.moqup.io
• Allow WebSocket connections

• Configure proxy correctly
• May need IT assistance

File Problems

• Re-export from source
• Try opening file locally first

• Rename file
• Use simple alphanumeric names
• Avoid special characters

• Check file has content
• Re-download or export

Format-Specific Issues

Images

• Convert to JPEG first
• iOS Photos app can export

• Not supported
• Export to JPEG or PNG

• Re-export from source
• Try saving as JPEG

PDFs

• Remove password first
• Or export unprotected

• Flatten before upload
• Export as image PDF

• Optimize in Acrobat
• Reduce image quality
• Remove hidden content

Videos

• Re-encode to H.264
• Use HandBrake (free)

• Split into segments
• Trim unnecessary parts

• Video track required
• Add blank video if needed

Retry Strategies

Manual Retry

1. Wait 30 seconds
2. Refresh page
3. Try upload again

Batch Upload Issues

If batch upload fails:

1. Upload files individually
2. Identify problem file
3. Fix that file separately

Resume Failed Upload

Currently not supported. Options:

• Start fresh
• Use smaller files
• Check connection first

Optimization Tips

Before Upload

1. Resize images

- 2x of display size is usually enough - 72-150 DPI for web

1. Compress intelligently

- JPEG: 80% quality usually fine - PNG: Use compression tools - PDF: Print-quality reduction

1. Choose right format

- Photos: JPEG - Graphics: PNG - Vectors: SVG

Tools for Optimization

• TinyPNG (web)
• ImageOptim (Mac)
• Squoosh (web)

• Adobe Acrobat
• Smallpdf (web)
• Preview (Mac)

• HandBrake (free)
• FFmpeg (command line)
• Online converters

Prevention

Before Uploading

1. Check file size against limits
2. Verify format is supported
3. Test file opens locally
4. Ensure stable connection
5. Close bandwidth-heavy apps

Naming Best Practices

Good:
- homepage-hero-v3.png
- design-mockup.pdf
- promo-video.mp4

Avoid:
- Screenshot 2025-01-10 at 3.45.32 PM.png
- design (1) (2) final.pdf
- IMG_4532.HEIC

Getting Help

If issues persist:

1. Note the exact error message
2. Record file details (name, size, type)
3. Screenshot the error
4. Contact support with details

Include:

• Error message
• File size and type
• Browser and version
• Steps you've tried

Next Steps

1. Common Issues - Other problems
2. Browser Compatibility - Browser support
3. File Upload Feature - Upload guide