If you see error messages or have issues during the upload/file processing phase, there are a few things you can do to help get things up and running again. Uploads to Pixieset are supported via desktop/laptop. This article will help walk you through our recommended troubleshooting steps so that you can ensure your photo and video files upload successfully to Pixieset.

For information on supported file sizes and formats, please refer to this guide.

Please click on the heading below that best describes your issue.

On This Page:

• Troubleshooting upload errors
• Troubleshooting issues after upload
  • Image or video says "Processing”
  • Processing Errors on uploaded images/videos
  • Images are disappearing
• Troubleshooting slow upload speed

Troubleshooting upload errors

If you see errors during the uploading process to Pixieset there could be a variety of reasons for this. The steps below should help you narrow down the cause of the upload error. Please proceed through each step until the issue is solved.

1. Ensure your files are sized and 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. Use the Flash Uploader: On the photo upload page, click Switch to Flash uploader. This is our secondary uploader, powered by Adobe Flash. Give this a try to see if you are still seeing error messages.

Troubleshooting issues after upload

When you upload a photo or video to Pixieset, we do a lot of work behind the scenes after the upload is complete. For example, we create 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 status on your images during this time

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.

Troubleshooting slow upload speed

If you are experiencing slow uploads to Pixieset there are a few steps you can take to troubleshoot this:

1. Check your upload speed: Restart your device and router then run a speed test. We recommend an upload speed of at least 10000 Kbps (10 Mbps).

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: Try using a different network. If it appears that the upload issue is happening on your network only, chances are that your ISP is limiting your upload speed and you will need to contact your ISP directly to resolve the issue.

4. Check file size: File size may contribute to slower uploads. You may be able to reduce the size of your files without compromising on quality. Doing so will improve your upload experience, and save you space!

5. Check external programs: Temporarily disable any newly installed AntiVirus program, firewall, browser extension or plug-in to see if these impact your upload speed. Adding our URL to their whitelist can be helpful.

If you are still having issues with upload speed after following these steps, 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, along with your speed test results, so we can best pinpoint the issue and resolve it as quickly as possible.