Troubleshooting a post failure
If a post failure through Sprout occurs, you receive an email notification. If you’re experiencing a post failure, try the following troubleshooting actions:
- Wait several minutes, then try to repost the content
- Click on the right-side of the app to ensure that your profile is connected to Sprout
- Contact the Support Team for further assistance
The following tables provide an overview of common errors that lead to post failures. The Support Team can help you identify the root cause of the issue and advise troubleshooting steps. These potential post errors are grouped by social network.
Twitter Errors
| Error | What it means | Next steps/troubleshooting |
| Unknown Error | May be due to media files attached to the post. |
Check image or video dimensions here: https://sproutsocial.com/insights/social-media-image-sizes-guide/ & https://sproutsocial.com/insights/social-media-video-specs-guide/ If the image or video meets the requirements, reach out to the Support Team. |
| invalidImageDimension | Dimensions of the image are too big or too small. | Refer to this document: https://sproutsocial.com/insights/social-media-image-sizes-guide/ |
| internalError | Varied causes, potentially an internal error on Twitter's server. | Wait several minutes and repost. |
| suspended | The account was suspended from Twitter. | Wait until the suspension is lifted. Contact Twitter directly for more details. |
Facebook Errors
| Error | What it means | Next steps/troubleshooting |
| Unknown Error | Generally a temporary technical error, but Sprout may be able to provide more details as there can be various causes linked to profile connection or to permissions. | Wait several minutes and try to repost. If the post fails again, reach out to the Support Team. |
Instagram Errors
| Error | What it means | Next steps/troubleshooting |
| Video file is out of spec | The video was outside of the recommend specs and Sprout is attempting to transcode the video and resubmit on your behalf. | Verify if the video file is within the recommended dimensions here: https://sproutsocial.com/insights/social-media-video-specs-guide/ |
| Fatal | This may be connected to the image used, the video used, tagged profiles, tagging a profile that blocked the publisher or a network error. It denotes that Instagram failed to process the request. | The Support Team can prompt a reauthorization of the Instagram account. Contact Sprout Support. |
LinkedIn Errors
| Error | What it means | Next steps/troubleshooting |
| Unknown Error | The causes of this are various but most likely related to media files attached to a post. |
Try reposting after several minutes. You can check the requirements for image/video files here: https://sproutsocial.com/insights/social-media-image-sizes-guide/ & https://sproutsocial.com/insights/social-media-video-specs-guide/ If the post fails again, reach out to the Support Team. |
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