Hello and thank you for visiting our ScreenCloud Help Center. This article will go through how to troubleshoot if you're having an issue uploading content to your library or optimizing content is taking longer than usual.
Table of contents:
1. Review our supported file types
It's common that challenges uploading can occur if you're attempting to use unsupported file types or larger files. Please click here to review ScreenCloud's supported file types.
2. Use an alternative web browser
Google Chrome or Mozilla Firefox are recommended to use while browsing the ScreenCloud website. If you are using Google Chrome or Mozilla Firefox already, then please refer to step 3. We do not recommend using Internet Explorer, Microsoft Edge, or Safari while using ScreenCloud. You can learn more about web browsers to use with ScreenCloud by clicking here.
3. Clear your web browser cache
Your stored web browser cache can sometimes be the culprit behind upload and optimization challenges with ScreenCloud. Please visit https://refreshyourcache.com/en/home/ and follow the steps to clear your browser cache for Google Chrome or Mozilla Firefox. This should help do the trick.
4. Try logging in and out of your ScreenCloud account
Occasionally, you can come across a stuck with uploading or optimization due to your current login session. We recommend trying to fully log out of your ScreenCloud account and log back in to see if this clears the issue.
5. Check if our domains are whitelisted on your network
If you're using a private or enterprise network behind a firewall, this can cause conflicts with your content uploading properly and even prevent full use of our services in ScreenCloud. Please visit ScreenCloud's list of domains and servers to whitelist on your network. Providing these domains to your network administrator to securely add past your network firewall can help prevent challenges with uploading and optimizing content.
6. Reach out to our support team
If you've gone through our troubleshooting and are still experiencing an issue, please reach out to firstname.lastname@example.org with the following information:
- ScreenCloud account email address
- Confirm your browser information (www.whatsmybrowser.com)
- Confirm you've cleared your cache and whitelisted our domains
- Send a screenshot or screencast of the challenge
If you have any additional questions or concerns on troubleshooting uploading content and the optimization process, or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at email@example.com or give us a call at +1-415-449-5426, then follow the prompts to connect with support.