This article covers troubleshooting steps for a stuck upload. We recommend working through the steps in this order:
- Check the Upload Status
- Perform a System Check
- Restart the App
- Check Error Messages
- Try a Different Wi-Fi / Move Close to the Access Point/Router
- Check your Internet Speed
- Restart the Device
- Contact IRIS Connect Support
WARNING! Do not delete the app or the recording as a troubleshooting step
Deleting the app will remove any pending uploads, and they will not be able to be recovered.
Deleting the video will remove that file from the app, and it will not be able to be recovered
Check the Upload Status
On the recording device, check the upload status of the video, by opening the Upload Queue and tapping on the upload.
This status can be either
- Purple - Encrypting
- Usually you just need to wait for the encryption process to complete. If it appears to be stuck, try to Restart the app
- Grey - Queued
- A video is queued either when the app is uploading another file or there is no internet connection. Try to Perform a System Check
- Blue - Uploading
- Providing the progress bar is moving, the file is uploading. Just keep the app open and wait for it to complete.
- Red - Error. See Check Error Messages
- Dark Grey - Uploaded
Perform a System Check
This checks the device is connected to the Internet and can access Amazon S3 upload. This guide has advice if any checks are failing
These are the relevant checks for uploading:
- Latest version
- IRIS Connect server
- Internet connection
- Time and Date
- Amazon S3
Restart the App
Apple Devices: See guide here
Android Devices: Swipe up from the bottom, hold, then let go. Swipe up on the app to close it.
Make sure you completely close the app rather than just backgrounding the app
Check Error Messages
Tap on the upload and see if there is an error message. Error messages can be
- No internet connection
- Check your Wi-Fi settings and internet and then restart the app. Also, Try a Different Wi-Fi / Move Close to the Access Point/Router
- Check your Wi-Fi settings and internet, and then restart the app. Also, Try a Different Wi-Fi / Move Close to the Access Point/Router
- Encountered an issue
- Check the file size of the recording. If it is very small, there may have been an issue with the file. Contact Support for assistance
- Start the upload on the Primary device
- You may see this if you have done a dual recording. Check the upload on the other device.
- Unable to authenticate
- If you have changed your password or username, this may be the issue. Under options, you will be able to update these details. Once done, restart the app
- Do not delete the file unless you definitely do not want the file. There are no backups of the file, so once it deleted it is completely gone
- The app should retry uploading the file
- Save to Gallery/My Files
- You will need to contact IRIS Connect support for an OTP code (One Time Password). This is used as a last resort. You will then be able to use the Manual Upload option under settings to import the file into a new reflection, which the app will upload. Please make sure you delete any locally saved copies of the file from your device once the upload has successfully completed.
- Diagnose Issue
- This takes you to the System Check
- Create a new reflection
- Use if you have the Start upload on the Primary device error message and can't get the Primary device to upload/ it has already uploaded. Use of this option will require the Support Team to combine the 2 reflections back together, so you can watch the dual video in one reflection. Please get in contact.
- Edit Password
- Use if you have changed your password since making the recording
- Edit Username
- Use if you have changed your username since making the recording. This step requires an OTP code from the Support Team as a security measure, to prevent anyone from transferring a recording to a different account.
Try a Different Wi-Fi / Move Close to the Access Point/Router
The videos may not be uploading due to a Wi-Fi or Internet connectivity problem. Try connecting the device to a different Wi-Fi connection, restart the app, and see if the recorded videos begin uploading.
If you do not have a different Wi-Fi network, use a hotspot from your phone. This is a good test as it won't have any filtering, which a lot of organisation's networks have.
Check your Internet Speed
Often upload issues are caused by slow or unstable internet connections.
Run a speed test from your device (google 'speed test') and check what your upload speed is
The minimum we recommend is 4mbps (although lower speeds should work)
If your upload speed is too slow the upload will timeout and error, in which case you will need to find a faster upload speed.
If your connection is unstable, for example, the signal keeps dropping out the upload will stall and may eventually time out. Having a faster connection will help this as the video will take less time to upload and so encounter fewer interruptions. Moving closer to the router to improve your signal is also recommended.
Restart the Device
Try restarting your device. You can also try a hard reboot/reset
Contact IRIS Connect Support
If it's still not uploading, please get in contact