Fix an upload or unavailable preview
Check file requirements, handle document processing failures, and troubleshoot live-page and video previews.
An upload transfers the source file to Brightproof. Preview processing prepares it for review. A file may have uploaded successfully while its preview is still being prepared.
The file is rejected before upload
Check that the file is not empty, is no larger than 100 MB, and uses a supported format:
| Content | Supported files |
|---|---|
| PowerPoint deck | .pptx |
| PDF document | .pdf |
| Image | .png, .jpg, .jpeg, .webp, .gif |
| HTML email | .html, .htm |
| Video | .mp4, .webm |
For a live web page, choose Live web page and enter a complete HTTPS address instead of uploading a file.
Brightproof checks the content as well as the filename. Export the source from its original application into a supported format; changing an extension does not convert the file. When adding a version, use the same asset type as the existing asset.
The upload did not finish
Check your connection and read the error shown in the upload form. Before trying again, look in Assets to see whether the asset was created. If it exists and is processing, open it and wait for its preview instead of creating a duplicate.
If no asset was created, try the upload again after checking the file and connection. If the same error returns, contact an admin with the file type, size, and error message.
A deck or PDF is still processing
PowerPoint decks and PDFs are converted into page images. This can take a couple of minutes. Keep the asset open while Brightproof prepares the preview; the page updates when it is ready.
Images, HTML emails, and videos normally do not need this document conversion step. Their viewing problems may have a different cause.
If processing remains stuck, tell an admin the asset name, version, and approximate upload time. Repeatedly uploading the same document can create unnecessary copies without fixing the original problem.
Document conversion failed
Creative team members and admins can retry a failed conversion:
- Read the failure message on the asset.
- Check that the source document opens normally in its original application.
- Select Retry conversion on the failed asset.
- Wait for processing to finish before trying again.
Sample document: Launch deck.pptx. Check that the source opens normally before retrying.
This simplified sample does not run a conversion or guarantee that a retry will succeed.
Retry conversion reuses the uploaded source. It does not repair a damaged document. If the source needs fixing, export a corrected file and use Upload new version from the asset's three-dot menu. A new version starts a new review round.
If you are a reviewer, ask the creative team to handle the retry. If the same source repeatedly fails, send the failure message to an admin before retrying again.
A live page will not appear
Some websites prevent display inside another app or require you to sign in. Use Open page to check the destination directly. Confirm that the address is correct and that you can access it in your browser.
A live-page asset points to a website, not a frozen copy. Changes on that website can change what reviewers see without a new uploaded version. If the team needs a fixed review record, discuss uploading a PDF or image of the intended content as a separate asset.
An HTML email looks different
Try the available desktop, tablet, and mobile preview widths. The email preview blocks scripts, so script-dependent content will not behave like an unrestricted web page. Check that the exported HTML includes the intended content and that referenced images are available.
A preview helps review content and layout; if your team needs assurance about a particular mail application's rendering, also send a test email through your usual email tool.
A video will not play
Check that the original file plays in your browser. An MP4 or WebM extension alone does not guarantee that the video was encoded in a way your browser can play. Ask the creative team for a browser-compatible export when needed.
The asset itself is unavailable
If the page is missing rather than showing a failed preview, start with Troubleshoot sign-in and missing access. Draft status, archiving, workspace membership, or reviewer access may explain the problem.
What to send your admin
Include the asset name or internal asset link, version, file type and size, upload time, exact error, and whether the source opens outside Brightproof. This helps distinguish an access issue from an upload, conversion, or playback problem.