UPLOADING VIDEOS AND IMAGES

[Robert Hall]

Hi, We have recently signed up to Compnay cam for use by our Cosntruction Site teams. The software is working great but recently we had the need to get more data for each phone. All the phones ran fine with the increased data but one phone will not upload c900 videos and images. Despite us trying a number of possible solutions we have reached a point where we need help. These are critical images and videos from a large contract. can anyone please offer a solution. The message in the tool bar readsd `900 itmes upl;oading.....¬ when you go to `view` above each image/video it says `upload failed. Waiting to retry` Any help would be much appreciated

 

[Megan M.]

Hey there, Robert! Megan here with CompanyCam Support and I'd be happy to help you out with this.

We wouldn't want you to lose your pending photos, so please make sure not to uninstall/reinstall the app before saving or uploading these photos.

Typically, the following troubleshooting steps will solve the issue you're seeing. First, ensure you have a strong network connection, then go ahead and give them a try:

1. Try turning your device's Airplane Mode off and on a few times - give a moment each time you turn the mode on and off.
2. On the home screen in the mobile app, to ensure your photos are saved to your device - tap View > 3 Dot Button in the top right corner > Save All.
3. Then do the same process and select Retry All and keep the app open and front-facing while photos upload.
4. If that doesn't work, please log out and log back into the app.
5. If that doesn't work, please hard close the app and restart.
6. If that doesn't work, restart your mobile device.
7. Once you are sure that all of the photos are saved to your device, delete the app and reinstall. **If you have photos that are waiting to be uploaded, they will be lost as they haven't had a chance to sync to the cloud yet.**

Something else to keep in mind is that if the User experiencing this was switched to a Restricted permission role before the photos could be uploaded, they would be unassigned from the Project, which would halt the upload. In this case, we'd recommend switching the User to a Standard permission role and attempting to Retry All again.

If you've tried all these and you're still having trouble uploading your photos, we'd recommend reaching out to our Support team for more immediate and specific help.

Please let us know if you have other questions!