Common Upload Issues

Troubleshoot and resolve file upload problems quickly.

Upload Fails to Start

Browser Issues

Upload button not responding:

Symptoms:
• Click upload, nothing happens
• No file selector appears
• Button appears disabled

Solutions:
1. Clear browser cache (Ctrl+Shift+Del)
2. Try different browser (Chrome, Firefox, Safari)
3. Disable browser extensions (ad blockers)
4. Enable JavaScript
5. Check popup blocker settings

Upload Stalls or Hangs

Network Problems

Upload freezes mid-transfer:

Symptoms:
• Progress bar stuck at X%
• "Uploading..." but no progress
• Connection timeout error

Causes:
• Unstable internet connection
• Firewall blocking upload
• Large file size
• Server timeout

Solutions:
1. Check internet connection stability
2. Use wired connection (not WiFi)
3. Upload smaller batches (10-20 files)
4. Increase timeout in settings
5. Try during off-peak hours

File Size Errors

File Too Large

“File exceeds maximum size” error:

Error: "File size exceeds 5 GB limit"

Solutions:
1. Compress file:
   - ZIP/RAR compression
   - PDF optimization
   - Video compression
   - Image resizing

2. Split large files:
   - Split ZIP archives
   - Break video into parts
   - Separate file chapters

3. Contact support:
   - Request size limit increase
   - Enterprise plans: Unlimited

File compression guide:

PDF: Adobe Acrobat → Save As Other → Reduced Size PDF
Video: HandBrake → Compress to H.264
Images: TinyPNG, ImageOptim
ZIP: Maximum compression setting

Format Not Supported

Unsupported File Type

“File type not allowed” error:

Supported formats:
✓ Documents: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX
✓ Images: JPG, PNG, GIF, SVG, WebP
✓ Video: MP4, MOV, AVI, WebM, MKV
✓ Audio: MP3, WAV, AAC, FLAC
✓ Archives: ZIP, RAR, 7Z, TAR
✓ Other: TXT, CSV, JSON, XML

Not supported:
❌ Executable files (.exe, .app, .dmg)
❌ System files (.dll, .sys)
❌ Some proprietary formats

Solution:
Convert to supported format or ZIP the file

Upload Speed Issues

Slow Upload

Upload taking too long:

Expected speed: 5-10 MB/s
Actual speed: < 1 MB/s

Improve speed:
1. Check internet upload speed (speedtest.net)
2. Close other applications using bandwidth
3. Disable VPN (can slow uploads)
4. Upload during off-peak hours
5. Use wired connection
6. Contact ISP if consistently slow

Upload time estimates:
100 MB file @ 10 MB/s: 10 seconds
1 GB file @ 10 MB/s: 100 seconds (~1.5 min)
5 GB file @ 10 MB/s: 500 seconds (~8 min)

Multiple Upload Failures

Batch Upload Problems

Some files fail in batch:

Scenario: Uploading 50 files, 5 fail

Common causes:
• Files too large
• Corrupted files
• Duplicate filenames
• Special characters in names
• Network interruption

Solutions:
1. Note which files failed
2. Upload failed files individually
3. Rename files (remove special characters)
4. Verify files not corrupted
5. Reduce batch size (20-30 files max)

Browser-Specific Issues

Chrome

Chrome upload issues:

Clear Chrome cache:
1. Ctrl+Shift+Del (Cmd+Shift+Del on Mac)
2. Select "All time"
3. Check "Cached images and files"
4. Clear data

Disable extensions:
1. Menu → More tools → Extensions
2. Disable all extensions
3. Retry upload
4. Re-enable extensions one by one

Safari

Safari upload problems:

Common issue: Safari blocking uploads

Fix:
1. Safari → Preferences → Privacy
2. Uncheck "Prevent cross-site tracking"
3. Reload page
4. Retry upload

Alternative: Use Chrome or Firefox

Firefox

Firefox upload issues:

Enhanced tracking protection:
1. Shield icon in address bar
2. Turn off Enhanced Tracking Protection
3. Reload page
4. Retry upload

Cache clear:
1. Ctrl+Shift+Del
2. Select "Everything"
3. Clear "Cache"

Mobile Upload Issues

iOS Safari

iPhone/iPad upload problems:

Symptoms:
• Can't select files
• Upload doesn't start
• Progress not showing

Solutions:
1. Update iOS to latest version
2. Update Safari to latest
3. Try Chrome or Firefox for iOS
4. Use desktop computer for large files

iOS limitations:
• Large file uploads unreliable
• Background uploads may fail
• Recommendation: Use desktop for files >100 MB

Android

Android upload issues:

Browser recommendations:
✓ Chrome (best)
✓ Firefox
○ Samsung Internet (okay)
❌ Stock browser (avoid)

Solutions:
1. Use Chrome browser
2. Clear Chrome app cache
3. Ensure stable WiFi
4. Keep screen on during upload
5. Disable battery saver

Error Messages

Common Error Messages

“Upload failed” - Generic error:

Troubleshooting steps:
1. Retry upload
2. Check file size < 5 GB
3. Check file format supported
4. Clear browser cache
5. Try different browser
6. Check internet connection
7. Contact support if persists

“Session expired”:

Cause: Logged out during upload

Solution:
1. Log back in
2. Retry upload
3. Enable "Keep me logged in"
4. Increase session timeout (Settings)

“Storage quota exceeded”:

Cause: Storage limit reached

Check storage:
Settings → Storage → Usage: 48 GB / 50 GB

Solutions:
1. Delete unused files
2. Upgrade plan (more storage)
3. Contact support for quota increase

“Network error”:

Cause: Connection interrupted

Solutions:
1. Check internet connection
2. Retry upload
3. Use wired connection
4. Disable firewall temporarily
5. Try different network

Advanced Troubleshooting

Enable Debug Mode

Detailed error logging:

Settings → Advanced → Debug Mode
☑ Enable upload debugging

Logs show:
• Upload start/end times
• File chunks uploaded
• Network errors
• Server responses
• Detailed error messages

Use: For persistent issues, share logs with support

Network Diagnostics

Test network connectivity:

1. Test internet speed:
   speedtest.net
   Required: 5+ Mbps upload

2. Test connectivity to Alva:
   ping alva-api.global.ssl.fastly.net

3. Check firewall:
   Allow: HTTPS (port 443)
   Whitelist: *.alvaapps.com

4. Test DNS:
   nslookup alvaapps.com

Prevention Tips

Best Practices

Avoid upload issues:

✓ Stable internet connection
✓ Upload files < 2 GB individually
✓ Use modern browser (latest version)
✓ Clear cache regularly
✓ Avoid peak hours (9-11 AM, 2-4 PM)
✓ Wired connection for large files
✓ Disable VPN during upload
✓ Keep browser tab active
✓ Don't put computer to sleep

Preparation Checklist

Before uploading:

☐ Check file size < 5 GB
☐ Verify file format supported
☐ Test internet speed > 5 Mbps
☐ Close unnecessary programs
☐ Disable VPN
☐ Use Chrome or Firefox
☐ Clear browser cache
☐ Ensure stable connection

Getting Help

Support Resources

If issue persists:

1. Documentation:
   - Upload guide (Getting Started)
   - Video tutorial
   - FAQ section

2. Live chat support:
   - Click chat icon
   - Describe issue
   - Share error messages

3. Email support:
   - support@alvaapps.com
   - Include: Error message, file details, browser used
   - Response: Within 24 hours

4. Screen recording:
   - Record issue happening
   - Share with support
   - Fastest resolution

Next Steps

Common Download Problems - Download troubleshooting
Email Delivery Issues - Email problems
FAQ - Common questions

Still having upload issues? Contact support via live chat for immediate assistance.