Troubleshoot Import and Upload Problems

If you encounter errors when importing or uploading files, try these steps:

Check file format

1. Verify you're uploading the correct file type:
   • Products — CSV, XLS, XLSX
   • Assets — image or video files (PNG, JPG, JPEG, JPE, PSD, TIF, TIFF, EPS, EPT, GIF, AI, WEBP, SVG, AVIF)
   • Master briefings — CSV format
2. If the file format is wrong, convert it and try again.

Check file size

1. Large files may time out during upload.
2. Try uploading a smaller batch or file.
3. If your file is very large, contact your team administrator about size limits.

Check file content

1. For product imports:
   • Verify required columns are present
   • Check that data matches field types (e.g., numbers aren't in text fields)
   • Verify no duplicate entries in unique fields
2. For asset uploads:
   • Check that the file isn't corrupted
   • Verify the image dimensions are acceptable
3. Review any error messages for specific problems.

Check internet connection

1. A weak or interrupted connection can cause uploads to fail.
2. Move closer to your router or switch to a wired connection if possible.
3. Try the upload again.

Check permissions

1. Verify you have permission to import or upload.
2. Ask your team administrator if you need permission grants.

Retry with corrections

1. Review the error message for what went wrong.
2. Fix the issues in your file.
3. Try uploading again.

Contact support

If the error persists:

1. Note the error message.
2. Try uploading from a different browser or device.
3. Contact your team administrator or Relayter support with the error details.

Related

• Import Products
• Upload Assets