It’s sometimes possible to run into file upload issues when using our app. These can occur for several reasons, such as an incompatible file format or codec, or some sort of formatting issue within the file itself. Additionally, these issues can also occur using a properly formatted file due to network connectivity issues on the user level.
If you’re running into issues uploading a file, please contact our support team/send over the file via this link, so we can take a look at what’s going on and get things working for you. Additionally, if you believe your internet connection may be contributing to the issues you’re experiencing, please check your internet speed to confirm that your upload/download speed is at least 2mbps.
When sending a file, please make sure to include a brief description of the problem you are having in the message, as well as send the message from your Headliner account's email address, so that we can check the logs on our side to get to a quicker resolution. Additionally, any info you can provide about how you created your file, such as the program you used or your export settings, can go a long way in helping us diagnose and resolve the issue that you are encountering.
Alternatively, here are some common issues that we find with some of the files uploaded to our site that can be fixed by tweaking some of your original source file’s settings and by re-exporting that file:
For video files:
Please make sure that your video is exported in an mp4 or mov container, and that it’s using an H.264 codec. Headliner.app is not fully compatible with HEVC/H.265 files at this time, and can encounter upload issues when trying to upload files in this format.
For users trying to upload video recorded via an iPhone, please make sure that your iPhone’s video settings are set for compatibility and not efficiency. Apple’s quality settings will automatically encode your video in HEVC/H.265, which will need to be converted into an H.264 using third-party software to be uploadable to Headliner. To learn how to disable HEVC on an iPhone, please consult this guide.
For users trying to upload video in a mov format, please note that not all mov codecs are supported on every browser. If you’re uploading a mov file to Chrome and encounter issues uploading, please try uploading your file from another one of Headliner’s supported browsers.
Note: Headliner is not compatible with alpha/transparency on video at this time.
For audio files:
Please make sure that your audio is exported in one of the following formats: mp3, wav, m4a.
Due to the uncompressed nature of wav files, we recommend converting larger wav files into an mp3 if you’re encountering upload issues with them. Additionally, we recommend using an mp3 file with a constant bitrate as opposed to a variable bitrate on our app, when possible.