Common upload and content-related issues
A file will not upload or shows an error
A file remains stuck on “Processing”
A file uploads but skips, does not display, or does not play correctly
A file cannot be clicked, scheduled, or accessed in ScreenCloud
A file meets minimum requirements but still fails to upload or display
The Upload Media button is missing
Before troubleshooting further, check the ScreenCloud status page. It shows whether there are any system outages or known file upload issues affecting all accounts. If there is an ongoing issue, you can subscribe to the status page to get notified when it’s resolved.
1. Check file compatibility and requirements
First, confirm that the file meets ScreenCloud’s minimum requirements and is a supported file type.
Refer to the supported file types and requirements guide before proceeding further.
This step is important because unsupported formats, large file sizes, or incorrect codecs can prevent files from uploading, processing, or displaying correctly. If the file does not meet requirements, ScreenCloud may fail silently or show errors. Converting or recreating the file in a supported format often resolves the issue immediately.
2. Restart your device
Before deeper troubleshooting, try:
Restarting your computer
Logging back into ScreenCloud after restarting
Restarting clears temporary system memory and resets background processes. This can fix issues caused by stalled uploads, browser memory problems, or temporary system glitches that interfere with file handling.
3. Try a different browser and clear your cache
Upload issues are often browser-related.
Use Google Chrome or Mozilla Firefox (recommended and fully supported)
Safari and Microsoft Edge are not fully optimized for ScreenCloud
Clear your browser cache and cookies. You can follow instructions at: https://www.refreshyourcache.com/en/home/
Browsers store cached data that can become outdated or corrupted. Clearing the cache forces the browser to reload ScreenCloud resources correctly. Switching to a supported browser helps avoid compatibility issues that can block uploads or cause files to fail during processing.
After clearing your cache, close and reopen the browser before retrying the upload.
4. Disable browser extensions
Some browser extensions (such as ad blockers, privacy tools, or security plugins) can interfere with uploads.
Temporarily disable extensions
Try uploading the file again
Re-enable extensions one at a time if the upload succeeds
Extensions can block scripts or network requests needed for uploading and processing files. Disabling them helps confirm whether an extension is causing the issue.
5. Test a different computer or network
To rule out device or network restrictions:
Try uploading from a different computer
Connect to a mobile hotspot or personal network
Try uploading from a phone or personal device (off your work Wi-Fi)
This step helps determine whether the issue is specific to your device or network. If uploads work elsewhere, the problem is likely related to local network rules, device security software, or system restrictions.
6. Check firewall or network restrictions
If you’re on a work or managed network, uploads may be blocked by firewall or security policies.
Contact your IT or network administrator
Ask them to allow access to ScreenCloud’s required domains and ports and refer to the Domains & Servers to Whitelist for ScreenCloud guide
Corporate networks often block file upload services or cloud storage traffic. Whitelisting ScreenCloud domains allows uploads to complete successfully.
7. Check if the issue affects one file or multiple files
If only one file fails, the issue may be file-specific
If multiple supported files fail to upload or display, further investigation is required
This helps narrow down whether the problem is caused by a specific file or a broader system issue. Keep example files available so support can test and diagnose the problem more effectively.
8. Check for encryption or password protection
ScreenCloud does not support encrypted or password-protected files.
Files may upload but fail to process or display
Removing password protection or exporting the file without encryption allows ScreenCloud to process and display the content correctly.
9. Missing Upload Media button
If you do not see an Upload Media button at all:
Your user role may have limited permissions
Contact your ScreenCloud organization owner or admin to confirm access rights
In this case, contact your ScreenCloud organization owner or admin to confirm that your account has permission to upload media. Support is not able to provide you with more permissions unless we have been informed by an account admin or owner.
10. Contact ScreenCloud Support
If none of the steps above resolve the issue, please contact ScreenCloud Support.
When reaching out, include:
The file(s) you’re trying to upload (via chat or email)
Screenshots or screen recordings of any errors
Details about your browser, device, and network
Contact ScreenClouds support team here.
Still experiencing other issues?
Have you also been experiencing issues with other areas in ScreenCloud? If yes, please review the ScreenCloud Troubleshooting Guide to see if the provided steps might help to resolve your issue.