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Troubleshooting Upload Issues

Richie McIlroy avatar
Written by Richie McIlroy
Updated over 2 months ago

Troubleshooting Upload Issues in Instant Mode and Studio Mode

This article provides steps to troubleshoot upload issues for both Instant and Studio modes in the Cap desktop app.

Instant Mode

If you're having trouble with an upload in Instant Mode, you can re-upload the recording directly from the app.

  1. Open the Cap desktop app.

  2. Navigate to Settings > Previous Recordings.

  3. Find the recording that failed to upload.

  4. Click the Re-upload button.

Pro-tip: Instant Mode recordings are uploaded as they are recorded, so there is no local file to re-upload in the same way as a Studio Mode recording. The re-upload button for Instant Mode generates a new shareable link and re-uploads the already recorded data.

Studio Mode

Upload issues in Studio Mode can occur for a few reasons. Here are the most common causes and how to resolve them:

  • Unsupported File Format: Cap supports .mov, .mp4, .avi, .mkv, .webm, and .m4v file types. If your video is in a different format, you will need to convert it to a supported format before uploading.

  • Free Plan Restrictions: Video uploads are a Pro feature. If you are on a free plan, you will need to upgrade to a Pro plan to upload videos.

Important: If an upload fails, navigating to the share link for the video will display an error message with instructions to retry the upload from the Previous Recordings section in the desktop app's settings.

Re-uploading a Failed Studio Mode Recording

  1. Open the Cap desktop app.

  2. Navigate to Settings > Previous Recordings.

  3. Find the failed recording in the list.

  4. Click the Re-upload button to try the upload again.

Self-Hosted Storage (S3) Configuration

If you are using your own S3-compatible storage, upload failures are often due to incorrect configuration. You can test your connection to diagnose these issues.

  1. In the Cap desktop app, go to Cap Apps > S3 Config > Configure.

  2. Click the Test Connection button to validate your setup.

If your S3 configuration is correct, you should see a success message. If the connection test fails, double-check your credentials, bucket policies, and Cross-Origin Resource Sharing (CORS) settings.

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