Troubleshooting Media Uploads in Sprout Social's Compose

Having trouble uploading photos, videos, or other media to Compose? This guide provides easy-to-follow solutions for common media upload issues, ensuring your content gets published smoothly across all your social networks.

What are the supported file types and file sizes?

Before you start troubleshooting, let's make sure your media files meet Sprout Social's and the individual network's requirements. Using supported file types and sizes is the first step to a successful upload. Check out our Media Upload Types and Size Limits article for the full list of details per social network. 

Images

• File Types: JPEG, JPG, PNG, GIF
• Max Size: Varies by network, but a good rule of thumb is to keep files under 5MB for photos and 15MB for GIFs to avoid issues
• Other notes: PDF files are currently not supported in API publishing. Make sure your images are optimized for web use when it comes to compression (30 ppi/pixels per inch) and color mode (RGB/red green blue) to prevent image quality or color degradation. Also ensure your images do not use HEIC/HEIF compression, as it is not universally supported by social media platforms and their APIs.

Videos

• File Types: MP4, MOV
• Max Size: This varies significantly by network. For example, Twitter has a 512MB limit, while Facebook allows up to 1GB. When in doubt, smaller is better.
• Other notes: Make sure your video uses a codec that the social network APIs are able to recognize, or is encoded in a format that is supported (MP4, H.264, H.265).

These media specifications may be subject to change over time, so make sure to refer to our Always Up-to-Date Guide to Social Media Images and Always Up-to-Date Guide to Social Media Video articles.

Common upload errors and how to fix them

Seeing an error message in Compose? Here are some of the most common ones and what you can do about them:

"Media processing failed"

• Explanation: This is a general error that can occur for several reasons, most commonly due to the file upload failing to complete.
• Solution: First, try re-uploading the file. If that doesn't work, check the file's dimensions and size to ensure they are within the network's limits. Compressing the file slightly or resizing it can often resolve the issue. Alternatively, we recommend checking your internet connection or performing general browser troubleshooting.

"File type not supported"

• Explanation: This error is straightforward - the file you're trying to upload is in a format that Sprout or the social network API cannot accept.
• Solution: Convert your file to a supported format like JPEG/PNG for images or MP4/MOV for videos. Ensure you’re not using a compression method like HEIC/HEIF (for images) or an unsupported codec (for videos).

"Your video is taking a long time to process"

• Explanation: Larger video files can take a few minutes to upload and encode.
• Solution: Be patient and allow the upload to complete. If it seems stuck, try a smaller file size or a different video format. Also consider performing generic browser or network troubleshooting, as your upload may have timed out.

Network-Specific Errors

• Explanation: Sometimes, you will see an error message that comes directly from the social network (e.g. "Facebook error," "LinkedIn error").
• Solution: These errors can be due to temporary network issues, problems with your connected profile, or content that violates the network's policies. The best first step is to wait a few minutes and try to post again. If the issue persists, reconnecting your profile in Sprout Social can often resolve it.

Browser and network troubleshooting

Browser Troubleshooting steps

1. Update Your Browser: Ensure you're using the latest version of Chrome, Firefox, Safari, or Edge.
2. Clear Your Cache: A cluttered browser cache can cause unexpected issues. Clear your cache and cookies and try uploading again.
3. Try an Incognito/Private Window: This can help determine if a browser extension is interfering with the upload process.
4. Disable VPN/Proxy: If you're using a VPN or proxy, try disabling it temporarily to see if it's the cause of the problem.

Network Troubleshooting Steps

1. Check Your Internet Speed: A slow or unstable internet connection can lead to failed uploads, especially for large video files. Run a speed test online to check your connection speed.
2. Restart Your Router: Restarting your router can often resolve temporary network issues you might be experiencing.
3. Try a Different Network: If possible, try uploading from a different Wi-Fi network or a mobile hotspot to see if the issue is with your current connection.

Tips for a smooth media upload experience

• Optimize Your Images: Before uploading, use an image editor to resize and compress your images to meet the recommended dimensions and file sizes for each network.
• Keep Videos Concise: Shorter videos are more likely to upload quickly and successfully.
• Use the Asset Library: Upload your approved media to Sprout's Asset Library for easy access and to ensure all team members are using the correct files.
• Check for Profile Disconnections: Regularly check your Notifications Drawer for any profile disconnections. A disconnected profile will prevent media from publishing.

FAQs

Why is my high-resolution photo or video failing to upload?

Even if a network supports high-resolution files, there are still size limits. Very large files are more prone to timing out during the upload process, especially on slower internet connections. Try compressing the file or reducing the resolution slightly before uploading.

Why does my image quality look worse after I publish it through Sprout?

This can happen if the image resolution is too low to start with or the image resolution is too high and the social network compresses the image after it was uploaded and published. For the best results, upload images that meet the recommended dimensions for each network and ensure they are optimized for web use (30 ppi/pixels per inch).

Why do the colors in my image look different after publishing?

This can happen if the image uses a color mode that is not optimized for web use. Make sure the image you are uploading is using an RGB (Red Green Blue) color scheme and not CMYK (which is generally used for print).

I'm getting a "network error" when I try to upload. What does that mean?

This usually indicates a temporary issue with the social network's API or a problem with your connection to their servers. Waiting a few minutes and retrying is often the best solution. If the problem persists, check Sprout Social's status page and the social network's status page for any reported outages.

Why is my media file taking so long to upload?

This indicates that either the file you are uploading is very large or the internet connection is not fast enough. Very large files are more prone to timing out during the upload process, especially on slower internet connections. Try compressing the file or reducing the resolution slightly before uploading or try a different, stronger internet connection.

Can I upload a video with a custom thumbnail?

Yes, for most networks that support it, you can upload a custom thumbnail for your videos directly in the Compose window.

Why do my images look blurry after uploading?

Low or excessively high image resolution can lead to quality issues. If the resolution is too low, the image may appear blurry. Conversely, if it's too high, social networks might compress it, negatively impacting quality after upload and publishing. For optimal results, use images that meet the recommended dimensions for each network and are optimized for web use (30 PPI/pixels per inch).

I'm trying to upload multiple images, but it's not working. Why?

Each social network has a limit on the number of images you can include in a single post. For example, X (formerly Twitter) allows up to 4 images, while Facebook and Instagram allow up to 10. Ensure you're not exceeding the limit for the selected networks.

Can I edit a photo after I've uploaded it to Compose?

Yes. After uploading an image in Compose, click the pencil icon on the image thumbnail. This will open Sprout's built-in image editor where you can crop, add filters, adjust lighting and more before you publish.

My media is in the Asset Library, but it won't attach to my post. Why?

This could be a permissions issue. Your Sprout user role may not have the necessary permissions to use assets from the library. Contact your account administrator to check your "Asset Library" permissions under your user role settings. It could also be that the asset itself is not a supported file type for the specific network you are trying to post to.

My video uploaded successfully, but there's no sound. What happened?

This can happen if the audio codec in your video file is not supported. Ensure your video uses a standard audio codec like AAC. Also, be aware that some social networks, like Instagram, may autoplay videos on mute by default, requiring the user to tap to enable sound. Alternatively, if the sound is copyrighted, some social networks may end up removing the sound completely from the video after publishing.

Why does my video quality look worse after I publish it through Sprout?

Social networks almost always compress videos upon upload to save space and ensure smooth playback for their users. This can result in a slight reduction in quality. To minimize this, upload a high-quality video that is still within the network's recommended file size limits, giving the network's compression algorithm a better source file to work with.

Can a team member upload media if they don't have full publishing permissions?

Yes. You can grant team members the ability to "Draft Posts" without giving them full "Publishing" rights. This allows them to compose posts and upload media, but the post must then be reviewed and scheduled or published by a team member with the appropriate permissions.

Can I add trending music or sound to my video in Sprout before I publish?

Adding trending sounds and certain interactive elements to videos must be done within the app itself. For this reason, Sprout uses a "mobile publishing workflow". You can prepare the video and caption in Sprout, but you'll receive a notification on your mobile device to complete the final steps - like adding a trending sound - in the native network app before publishing.

I'm trying to schedule a multi-page PDF as a LinkedIn Document Post. Why is it not working?

At the moment, LinkedIn's API does not support publishing Document Posts (PDFs) via third party apps, including Sprout Social. We recommend either attempting to publish Document Posts via the native publishing workflows or hosting the PDF document on your website (or embedding it on a landing page) and creating a standard LinkedIn post where you can include the URL.