Troubleshooting video upload issues

Troubleshooting video upload issues

If your video takes too long to upload, gets stuck, or fails to upload in Zoho Social, follow the troubleshooting steps below:

Step 1: Check if the video plays in your browser
Step 2: Try uploading the video in an incognito or private window
Step 3: Hard-refresh the Zoho Social tab
Step 4: Clear your browser cache and cookies
Step 5: Disable browser extensions
Step 6: Try a different browser
Step 7: Enable hardware acceleration
Step 8: Check your network connection
Step 9: Temporarily disable your antivirus or firewall
Step 10: Re-export the video and try again

Let's look at each step in detail.

1. Check if the video plays in your browser

First, check whether your browser can play the video file. This helps determine whether the issue is with the video file or the browser.
  1. Open a new browser tab.
  2. Press Command + O on macOS or Control + O on Windows.
  3. Select the video file from your computer.
  4. Check whether the video plays successfully.
If the video plays, continue with the next troubleshooting step.

If the video doesn't play, try enabling hardware acceleration and open the video again. If it still doesn't play, try opening it in another browser with hardware acceleration enabled.

Notes
Note:
  1. If the video doesn't play in any browser, re-export the video and try uploading the new file. Check out Re-export the video.

2. Try an incognito or private window

An incognito or private window helps identify whether browser extensions or stored browser data are affecting the upload.
  1. Open an incognito or private window.
  2. Sign in to Zoho Social.
  3. Try uploading the video.
If the upload works, the issue may be related to your browser cache, cookies, or extensions. Continue with Steps 3–5 to troubleshoot your regular browser.

3. Hard refresh the Zoho Social tab (if the video worked in incognito tab)

A hard refresh reloads the latest version of Zoho Social and clears cached page resources.

Use the following keyboard shortcuts:
  1. macOS: Command + Shift + R
  2. Windows: Control + Shift + R
After the page reloads, try uploading the video again.

4. Clear your browser cache and cookies

Outdated or corrupted browser data can sometimes interfere with video uploads. Clear your browser cache and cookies, sign in to Zoho Social again, and try uploading the video.
Google Chrome
  1. Open Chrome.
  2. Select More > Delete browsing data.
  3. Select Cookies and other site data and Cached images and files.
  4. Select Delete data.
  5. Sign in to Zoho Social again and retry the upload.
Safari
  1. Open Safari.
  2. Go to Safari > Settings.
  3. Select Privacy > Manage Website Data.
  4. Select the Zoho Social website and click Remove.
  5. Select Done.
  6. Open Zoho Social and retry the upload.
Mozilla Firefox
  1. Open Firefox.
  2. Go to Settings > Privacy & Security.
  3. Under Cookies & Site Data, select Clear Data.
  4. Select Cookies and Site Data and Temporary cached files and pages.
  5. Select Clear.
  6. Sign in to Zoho Social again and retry the upload.
Microsoft Edge
  1. Open Edge.
  2. Go to Settings > Privacy, search, and services.
  3. Under Clear browsing data, select Choose what to clear.
  4. Select Cookies and other site data and Cached images and files.
  5. Select Clear now.
  6. Sign in to Zoho Social again and retry the upload.
Notes
Note:
  1. Clearing cookies and website data may sign you out of websites and remove some saved site preferences.

5. Disable browser extensions

Some browser extensions, such as ad blockers, privacy tools, download managers, and security extensions, can interfere with file uploads.
Temporarily disable your browser extensions and try uploading the video again. If the upload works after disabling the extensions, enable them one at a time to identify the extension causing the issue.

6. Try a different browser

If the issue persists, try uploading the video using another browser.

Zoho Social supports commonly used browsers such as:
  1. Google Chrome
  2. Microsoft Edge
  3. Mozilla Firefox
  4. Safari
If the upload works in another browser, the issue may be related to your original browser or its settings.

If the upload still fails, continue with the next step.

7. Enable hardware acceleration

Hardware acceleration allows your browser to use your computer's graphics hardware to process media more efficiently.
Enable hardware acceleration, restart your browser, and try uploading the video again.
Google Chrome
  1. Open Chrome.
  2. Go to Settings > System.
  3. Turn on Use graphics acceleration when available.
  4. Select Relaunch.
  5. Open Zoho Social and retry the upload.
Microsoft Edge
  1. Open Edge.
  2. Go to Settings > System and performance.
  3. Turn on Use graphics acceleration when available.
  4. Restart Edge.
  5. Open Zoho Social and retry the upload.
Mozilla Firefox
  1. Open Firefox.
  2. Go to Settings > General.
  3. Scroll to Performance.
  4. Clear Use recommended performance settings.
  5. Select Use hardware acceleration when available.
  6. Restart Firefox.
  7. Open Zoho Social and retry the upload.
Safari
Safari manages graphics acceleration automatically and does not provide a user-facing setting to enable or disable it.
If you're using Safari and the video does not play or upload correctly, try the same video in another supported browser with hardware acceleration enabled.

8. Check your network connection

A slow or unstable network connection can cause video uploads to take longer or fail.
Before retrying the upload:
  1. Make sure your internet connection is stable.
  2. If possible, switch to a faster or more reliable network.
  3. Avoid uploading large videos on a congested or limited network.
  4. If you're using a VPN, try disconnecting it temporarily and retry the upload.

9. Re-export the video and try again

If the video still fails to upload, the file may not be encoded in a format that works well for web uploads. Re-export the video as an MP4 file and try uploading the new file. You can use video editing or encoding applications such as HandBrake to re-export your video.

Still unable to upload your video?

If you've completed all the troubleshooting steps above and it still fails to upload in Zoho Social,
If the issue persists, contact us at support@zohosocial.com. If you're comfortable sharing the original video file, you can attach it to your email to help our engineering team investigate the issue.