When you upload a photo or video to Pixieset, we do a lot of work behind the scenes such as making multiple copies of your files in different sizes to make sure they display perfectly on all devices. This process is typically quite fast, however, you may occasionally see a processing or error status on your images during this time. This article will explain how you can troubleshoot these issues.

Image or video says "Processing"

If your image or video says processing, please allow some time for the files to finish this process. You do not need to delete or re-upload these images while our system works to finish processing them. Your files will become visible in the public gallery when the processing is complete.

Note: If you are re-processing the files to add/edit/remove a Watermark from your images, this may take slightly longer than the usual upload time, as we are applying your changes to existing files.

Processing errors on uploaded images/videos

If your images or videos have completed the upload process, but are showing a processing error, there are a few steps you can take to troubleshoot

1. Ensure your files are formatted correctly. Please ensure there are no special characters in your filenames and refer to our file size and format requirements for photos and videos here.

2. Troubleshoot your browser: Ensure you are using an up to date version of Chrome, Safari or Firefox. Clear your browser’s cache or switch your browser to see if this helps.

3. Troubleshoot your network: Restart your device and router or try a different network

4. Check your upload speed: Run a speed test. We recommend an uploading speed of at least 10000 Kbps. (10 Mbps)

Important: Be sure to take note of which filenames displayed the error before deleting the files, so you are aware of which ones need to be re-uploaded.

Images are disappearing

If images have completed the upload process but have disappeared after a while, it may be due to special characters in the filenames. Make sure you have no special characters in your filenames, and try uploading the images again.

If you see other error messages during the uploading phase or encounter slow uploading speeds, please refer to our full troubleshooting guide at Troubleshooting Uploading and Processing Issues/Errors.

If you continue to have issues, please reach out to our support team by clicking the Help Icon (?) > Contact Us from the top right-hand corner of your dashboard. Please provide some details on the steps you have taken to troubleshoot, so we can best pinpoint the issue and resolve it as quickly as possible.