My upload fails or is slow

Why a file is not added, what a red row in Uploads means, why only three files move at once, what happens when an order is full, and why Continue to review will not go yet.

A file is listed as not added, a row in the Uploads list turns red, the workspace will not take more photos, or Continue to review stays greyed out.

Most likely causes

1. The file type is not one we accept. The file never starts uploading. It is listed on the page under a panel titled Upload limit for this project — the same panel is used for every file that could not be added — with the reason Not added. This file type isn’t supported., and a message says 1 file was not added. See the list on the page. The rest of your selection keeps uploading. Check the file against Supported photo formats, and ask us before converting anything: a conversion can throw away image data we would rather work from. Dismiss removes the line from the list.

2. The file is larger than 500 MB. Same panel, different reason: Not added. Files can be up to 500 MB. The limit is per file, not per order, so a set of 40 RAW files is fine as long as each one is under it.

3. A row in Uploads turns red. That is usually a connection problem, not a problem with the file. The row shows the reason in red — Network error while uploading, Upload timed out or Upload failed — and you also see Could not upload DSC_0417.CR3. Click Retry on that row and only that file uploads again; Remove takes it off the list without uploading it. If the same file fails several times, try it on its own. If the row says This file was already uploaded. Please add it again., do just that: add the file again with Add photos.

4. Only three files are moving at once. That is by design: 3 uploads run at a time and the rest wait their turn in the Uploads list. A large set of RAW files is simply slow — every file takes as long as your connection needs. When a file finishes, its row disappears and the photo appears in Photos to edit.

5. You left the page while files were still uploading. Uploads run in the browser tab. If you click away inside the portal, the workspace asks first — Uploads still in progress, 2 photos haven’t finished uploading. If you leave now, they stop and won’t be added. Photos that already finished are kept. — with Leave anyway and Stay on this page. Closing the tab or reloading only gets your browser’s own warning, and Safari on iPhone shows none. On a phone the list also reminds you: Keep this page open until your uploads finish. Switching apps or locking your phone can stop an upload.

6. The order is full. Your account may have a limit on photos per order. The header shows it next to the photo count — 5 / 5 photos — and when it shows only 14 photos, there is no limit. Files beyond the limit are listed as Not added. This project is full (5 of 5)., the panel shows how many you have used, and Add photos explains This project is full (5 of 5). Start a new project for more photos. Split the set across orders: Start a new project in the panel opens a new one. New accounts start with a small allowance, which we may raise as we get to know your preferences — the panel says so too.

7. The order cannot take its first photo. Your account may also have a limit on how many orders are in progress at once — every order that has at least one photo and is not closed or canceled counts, drafts and orders waiting for your review included. When you are at it, a new order shows Adding photos is paused and a panel titled Active project limit. Close or finish one of your other orders and come back. The limit only stops the first photo: an order that already has photos keeps taking more.

8. An .xmp file arrived without its RAW photo. The sidecar is kept but has nothing to attach to yet, and the message says so: XMP file saved — upload DSC_0412 to pair it. Upload the RAW file with the same name and the two are matched automatically — see RAW files and XMP sidecars.

9. A RAW photo shows a grey tile instead of a picture. A tile such as .CR3 / No preview means the preview is still being made, usually for a few seconds. It is not a failed upload — see Supported photo formats.

10. Continue to review will not go. The button in the Order summary dims and says why underneath:

    • Waiting for 2 uploads to finish. — let the Uploads list empty.
    • 1 upload failed. Retry or remove it first. — deal with the red row.
    • Add at least one photo for us to edit. — the order has no photos to edit yet.
    • Saving your changes… or Your latest changes aren’t saved yet. — see the message at the top of the page; your typing is kept and Retry saving sends it again.

11. A new order cannot be started at all. There is a cap of 300 new orders in 24 hours on an account. Clicking New order then shows We could not start a new order with a Try again button. Add your photos to an order you have already started instead — your drafts are under Drafts in the top bar.

If that did not help

Write to support@tucia.com, or send a message on an order you already have, and include:

• The order number — it is in the address bar of the workspace, for example /orders/workspace/a8k2m.
• The file names that fail, their size, and their format.
• The message the portal showed, word for word.
• Your browser and, roughly, your upload speed.

If a set is too large to upload comfortably, tell us — we would rather arrange something than have you compress the files.

Related

• Upload photos
• Supported photo formats
• RAW files and XMP sidecars
• Reference images