---
title: Troubleshoot file uploads and previews in Infinity3
description: "Use these checks when a file will not upload or cannot be previewed in Media Storage. #### Check the upload error 1. Note the filename, size and extension. 2. Read the error shown in the upload panel. 3. Check the…"
url: "https://www.infinity3.co.uk/help/troubleshoot-file-uploads-and-previews-in-infinity3/"
updated: "2026-10-09"
category: "Infinity3 Platform / Media & File Management"
---

# Troubleshoot file uploads and previews in Infinity3

Use these checks when a file will not upload or cannot be previewed in Media Storage.

#### Check the upload error

1. Note the filename, size and extension.
2. Read the error shown in the upload panel.
3. Check the permitted type and size for the feature you are using.
4. Open the original file on your device to confirm it works.
5. If needed, export a suitable version from the original application and try again.

Changing a filename from one extension to another does not convert the file’s contents.

#### Check the destination

Media Storage, Social Planner, Courses and other tools can have different limits. Successfully storing a file does not prove it is suitable for every editor or message channel.

Use the limit shown by the affected feature rather than assuming one maximum applies everywhere.

#### Understand missing previews

**Preview not available** does not necessarily mean an upload failed. RAW photos, design projects and other specialist formats may need downloading and opening in their original application.

Check the library entry and file details before uploading duplicates.

#### Things to know

Executable and system files are not supported. For public-facing content, choose a format your audience can open easily.

If the problem remains, contact Infinity3 with the affected feature, filename, type, size and exact error. Send a screenshot rather than a confidential file unless support requests it through an appropriate channel.