# Upload media and fix rejected files

Which images and videos Better Signage accepts, how interrupted uploads recover, and what each file-check error means and how to fix it.

Updated October 26, 2026

Published by Better Signage.  [Content policy and corrections](https://bettersignage.io/editorial-policy/) .

## Use a supported export

For a straightforward landscape export, use 1920 × 1080 H.264 MP4 at 30 fps. Content fills a 16:9 display by default; prepare your artwork for that shape to avoid unexpected cropping.

-   Images: JPEG or PNG, with a long edge no larger than 8,192 pixels.
-   Each upload must fit your remaining plan storage and be no larger than 5,368,709,120 bytes (about 5.37 GB).
-   Videos: MP4, MOV, M4V, MKV, WebM, AVI, MPEG, WMV, FLV, TS, 3GP, MTS, and M2TS can be uploaded for automatic conversion. A filename or supported container does not guarantee that its contents can be decoded.
-   Converted video: H.264 MP4, with the long edge up to 3,840 pixels and short edge up to 2,160 pixels. Landscape and portrait sources are accepted; larger video is scaled down.
-   Converted video is checked at 1–60 frames per second, with a readable positive duration. Higher frame rates are reduced and HDR is tone-mapped. Audio is muted during playback.

-    [Conversion and alternative formats →](https://bettersignage.io/support/conversion/) 

## Upload and finish checking

A failed background file check keeps its error instead of silently starting over. Open Add media, read the failed transfer’s message, and choose Try again when you are ready to retry the existing upload. Outside Add media, the dashboard shows an upload-failure alert with Review uploads. Choose Review uploads to return to the affected file. Recovery cannot reconstruct bytes that never reached the server; if retry cannot finish the upload, cancel or dismiss the transfer and choose the source file again.

1.  Open Add media and choose or drop your files.
2.  Keep the tab open until the upload finishes and the file appears in your library. Videos then wait for server conversion; you can close the tab while conversion continues.
3.  Follow Waiting to convert, Converting, and Checking the converted file in your library. Wait until checking and setup finish, then add ready media in Playlist.

## Resolve a rejected file

-   Damaged file or unreadable duration: export again from the original, then upload the new export.
-   Conversion could not read the source: export a single-track H.264 MP4 from your original editor, then upload it again.
-   Waiting to convert: the upload is queued for an available converter. Re-exporting the file does not clear a queue or a temporary service problem.
-   Photo too large: resize its longest edge to 8,192 pixels or less and save as JPEG or PNG.
-   Upload did not finish cleanly: read the failed transfer’s error and choose Try again. If the upload link expired or file bytes never arrived, cancel the transfer and choose the source file again. A storage error states the required amount, remaining allowance, and any space reserved by unfinished uploads; finish or cancel those uploads, choose a smaller file, remove unused library media where allowed, or choose a larger plan.

Keep a separate copy of your original media. Better Signage’s playback cache is not an archival backup.

## If it still fails

Open a media ticket with the filename, size, export format, exact error, browser/device, and approximate time. Do not include a signed upload/download link or private media unless support asks for a safe way to share it.

## Related help

-    [Convert a video for Apple TV](https://bettersignage.io/support/conversion/) 
-    [Understand storage and plan limits](https://bettersignage.io/support/storage/) 
-    [Arrange a playlist and set timing](https://bettersignage.io/support/playlist-timing/) 

## Still need help?

Send the details to Wes, the developer behind Better Signage.

 [Submit a ticket →](https://app.bettersignage.io/support/new?category=media)

Source: https://bettersignage.io/support/uploads/