Uploads not processing

Goal: figure out why a photo or video is stuck instead of showing a thumbnail, and get it moving again.

Symptom: the file uploaded, but no thumbnail ever appears

The file shows up in your gallery or collection, but its thumbnail never renders — it just sits there looking blank, unprocessed, or stuck loading.

Why this happens

FrameCourier doesn't build thumbnails, watermarks, or metadata while you upload. Every upload enqueues one or more background jobs — thumbnail, watermark, raw_extract, video_thumb, exif — that are processed automatically. If those jobs don't complete, the file can appear blank or unprocessed.

A job can also land in failed after being retried automatically up to three times. That usually means something about the specific file is the problem, not the queue itself.

If jobs are piling up as pending across many uploads and never move to processing, there may be a processing delay on our side. Contact support — it can't be fixed from inside a gallery or the Queue page.

Fix: check the Queue page

  1. Go to Queue in the sidebar (any company user).
  2. Look for your file's job. If it's processing or still pending and recent, just wait — most jobs clear within a minute or two.
  3. If the job is failed, open its Error details to read the underlying message.
  4. Click Retry to reset the job back to pending and give it another attempt.
  5. If it keeps failing after a retry, the file itself is likely the cause — see below.

Symptom: the job keeps failing every time

Common causes

  • File too large — photos and documents are capped at 500 MB; videos at 2 GB. An oversized file will fail to upload or process. See Supported file types for the current caps.
  • Unsupported file type — only the formats listed in Supported file types are accepted; anything else won't queue a usable job.
  • Persistent processing error — for example a corrupted RAW file that can't be previewed. The error message on the failed job card usually names the specific problem.

Fix

  1. Confirm the file is one of the supported formats and under the size cap.
  2. If it isn't, re-export or convert it and re-upload.
  3. If it is a supported format and size but still fails, use Clear failed on the Queue page to remove the stuck job, then re-upload the file — a fresh upload sometimes succeeds where a stale job won't.
Clear failed permanently deletes every failed job for your company — there's no undo. Retry anything you still want reprocessed before clearing.

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