Upload stuck or slow
An evidence upload is paused, failed or slow. What the upload messages mean, what to do, and why you shouldn't reload the page mid-upload.
On this page
Symptom: an evidence upload stalls, shows “Paused”, fails, or is much slower than you expect.
First: don’t reload the page
The upload queue lives in the browser tab. Reloading, closing the tab or signing out drops every file that hasn’t finished, and you’ll have to unlock your workspace and add those files again. Files that already finished are safe. Try the steps below first.
What the status means
- “Paused — will retry automatically when the connection is back. Nothing has been lost.” Your connection dropped. Leave the tab open; the upload carries on when the connection returns.
- “Paused — will retry automatically in a moment.” PIToolkit is briefly holding back uploads. Wait; it restarts by itself.
- “Uploading 45%” that barely moves: your connection is slow. Encrypted uploads of large video take a while on hotel Wi-Fi or a weak cell signal. Leave it running, or finish the upload later on a better connection.
- A row showing Retry: that file failed three times. Choose Retry on the row.
Files that are refused
Some files are refused before they upload, with a message saying why:
- Over 1 GB. Export a smaller version or split it.
- Not a supported type, or the file’s contents don’t match its name. See Uploading evidence for the supported types. Renaming won’t help; re-export it.
- Would go over your storage allowance. See Storage full, can’t upload.
- More than 40 files at once. Add the rest once the first batch finishes.
- The case is archived, so its evidence is read-only, or the case is beyond your plan’s active-case limit.
- Your tab is locked. Unlock it and add the files again. See Locked after a reload.
If none of that explains it
Contact support from Settings, section Help & audit log, Contact support. Tell us which case, roughly how many files and how big, and the exact message you see. Support can’t see your files or their names, so the message text is what helps most.
If you ever see a message saying the case’s evidence record may have been altered, stop uploading to that case and contact support.