Fix file upload issues

In this article: How to diagnose and fix the most common file upload problems in Ruzuku, including size limits, format errors, and uploads that stall. All Plans

When to use this article

You're trying to upload a video, audio file, PDF, or other content to a lesson and something isn't working. Maybe the upload never finishes, the file gets rejected, or you see an error message. This article covers each scenario with a specific fix.

Your file is too large

This is the most common upload issue. Ruzuku has per-file size limits based on your plan:

• Core plans: 2 GB per file
• Pro plans: 4 GB per file

If your file exceeds your plan's limit, the upload will fail. Here's how to fix it.

For video files

Video is almost always the culprit when files are too large. You have three options:

1. Compress with HandBrake. HandBrake is a free tool that reduces file size without a visible drop in quality. Set the codec to H.264, the format to MP4, and the quality slider to 20-23. See Use HandBrake to reduce video file size for step-by-step instructions.

2. Lower the resolution when exporting. If you're exporting from a video editor, choose 720p (1280x720) instead of 1080p or 4K. For online course content, 720p looks sharp on laptops and phones and produces significantly smaller files.

3. Split the video into shorter segments. A 60-minute video can be split into two or three lessons. Shorter lessons are easier for students to finish, and you'll stay well under the upload limit.

For non-video files (PDFs, audio, images)

PDFs, audio files, and images rarely exceed 2 GB, but if yours does:

• PDFs: Compress using your PDF editor's "Reduce File Size" or "Optimize" option. On Mac, open the file in Preview, go to File > Export, and choose Reduce File Size from the Quartz Filter dropdown.
• Audio: Export at 128 kbps MP3 instead of WAV or AIFF. A one-hour audio file at 128 kbps is roughly 60 MB.
• Images: Resize large images before uploading. For course content, images rarely need to be wider than 1200 pixels.

Your file is the wrong format

Ruzuku accepts specific file formats for video and audio uploads:

• Video: MP4 and MOV
• Audio: Most standard audio formats (MP3, WAV, M4A, AAC)
• Other files: PDFs, images (JPG, PNG, GIF), documents, slides, and most common file types

If your file is rejected, check the file extension. For video, the most common fix is converting to MP4. HandBrake handles this too: open your file, set the output format to MP4, and click Start.

Your upload is stuck or stalling

If the upload progress bar stops moving or seems frozen, try these steps in order:

1. Wait a few minutes. Large files (especially video) can take a while. A 1 GB file on a typical home internet connection can take 10-20 minutes to upload. The progress indicator sometimes pauses during processing.

2. Check your internet connection. Open another tab and load a website. If your connection is slow or dropping, that's likely the cause. Uploading on a wired connection (Ethernet) is more reliable than Wi-Fi for large files.

3. Refresh and try again. If the upload has been stuck for more than 15 minutes with no movement, refresh the page and re-upload the file. Ruzuku won't create a duplicate if the first upload didn't complete.

4. Try a different browser. Chrome and Firefox tend to handle large uploads most reliably. If you're using Safari and having issues, try Chrome.

5. Clear your browser cache. In rare cases, cached data can interfere with uploads. Clear your cache, close and reopen your browser, then try again.

6. Reduce the file size. If uploads keep failing on large files, compress the file first (see the section above). Smaller files upload faster and are less likely to be interrupted by connection hiccups.

The upload completed but the file doesn't play

This usually means the file is still being processed. After you upload a video or audio file, Ruzuku converts it into a web-optimized format. This can take a few minutes depending on the file length and resolution.

If the file still doesn't play after 15 minutes:

1. Refresh the page.
2. Click Student View in the upper right corner to check whether the file plays from the student's perspective.
3. If it still doesn't work, try re-uploading the file. If the problem persists, email support@ruzuku.com with the course name and lesson name so we can investigate.

Upload limits at a glance

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