Troubleshooting
Additional Troubleshooting
My Capture File Won’t Upload
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Error
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Possible Problem and Resolution
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“We ran into a problem while uploading the Capture file.”
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Possible issues:
• The capture assets failed to upload.
• Thumbnails for the capture or its assets were not created.
• Network connections could have been interrupted.
In any of these cases, you can try to upload your Capture file again after a few minutes.
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If it failed to upload your Capture file, there is a chance that some assets were uploaded and are available in the asset library. For example, if the upload fails at 80%, then all assets before that point may have been successfully uploaded.
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When compressing a Capture folder on a Mac, additional files may be included that were not part of the original capture. For example, _MACOSX/.../..DS_Store Capture/.DS_Store. Files that begin with a period are currently not supported. To resolve this issue, remove any files that begin with a period (.).
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My Assets Won’t Upload
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Issue
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Possible Problem and Resolution
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Once in your procedure, assets such as Capture files, images, and videos fail to upload.
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This is can occur for the following reasons:
• Capture assets failed to upload
• Thumbnails were not created for assets
• Network connections could have been interrupted
In any of these cases, you can try to upload your file again after a few minutes.
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If it failed to upload your Capture file, there is a chance that some assets were uploaded and are available in the asset library. For example, if the upload fails at 80%, then all assets before that point may have been successfully uploaded.
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No Procedures Show on the Home Page
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Issue
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Solution
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No procedures are displayed on the Home page.
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