cannot upload images
can not upload an image, i just tried is 541kb, a .jpg and 2048X1536 in dim. the message I get is [ ! one or more files are not supported. please try again.]
Answers
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when adding an image i get a message saying image not supported or nothing at all and the image does not load and that's with any image added, these are .jpg images and never a problem before
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@James M Spencer I see you are using .jpg, which is ok to use. The rules below are listed for content. Are you in compliance with all of them?
- Formats: Images must be formatted as .jpg/.jpeg, .png, .tiff/.tif, or .bmp.
- Size: The maximum allowed file size for any single image is 15 MB.
- Dimensions: Images must have a head or a face; full body shots completely lacking a head are automatically blocked.
- Have you used the feedback button to report any of these issues?
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how do i get to feedback on here
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James Spencer: I'm getting the same error message as you are. Just started a few hours ago. Are you still having the same problem?
Moderator, what's up? My image is meeting all of the criteria.
Thanks for any help
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James Spencer: I just tried to upload an image a few minutes ago, and got the same error message, "one or more files are not supported. Please try again."
I was able to upload images yesterday. My image is complying with all of the suggestions of format, size, and dimensions.
So moderator … what's the issue? I love FS, am so grateful for it; appreciate all of the work that goes into keeping it up and running and for all of the people who work on it; appreciate that it's free of charge. However … it's been so buggy the last year or so. Sigh.
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@AmberML1 one for you, I think. Thanks.
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We will check into this issue. I know that there was some work being completed on the FS Uploader Tool…they are trying to make more file types available. This new uploading problem might be linked to this work.
Again, we will check, and get back to you.
Thank you for reporting!
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Thank you, Amber. Still unable to upload images today.
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I you need more info: specific file that I'm trying to upload or the person's ID #, please let me know. Actually, I have several.
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@AmberML1 - I saw that you said on the thread:
Are you aware of problems uploading profile pictures from Memories?that some of these issues had been resolved. The problem has not been resolved for me. I probably upload close to 30 images a week, and I haven't been able to do my work since my first comment about this problem 2 days ago. Maybe someone would actually contact me so that we can work through this problem. Thanks.
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Just began having the problem with images being refused as file type unsupported this evening. I tried jpg and png and both were denied. Wasn't having this problem earlier this week.
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I'm wondering if this is something about the derivation/metadata of the images. Are these 'failed' images digital photos?, scans?, AI generated images?, tweaked (recoloured, cropped, etc.)?, downloaded from the web?, ... If one or more of you would be ok to post a link to one of the images on Dropbox etc. (so the metadata doesn't get lost), and give the derivation, I'd happily investigate further.
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I have successfully uploaded one digital and one scanned photo to my Gallery (both marked Private). If you are still having problems and want this Community to assist further, you do need to provide more information please (in addition to the 'examples' point in my previous post if possible).
What browser and operating system are you using? Are they and their current versions supported by FS? (https://www.familysearch.org/en/help/helpcenter/article/which-internet-browsers-are-compatible) Does the problem manifest itself on other devices/other browsers?
Are you using any browser extensions/popup blockers? If so, does it still happen if you switch them off?
If you are using a VPN, does it still happen without the VPN?
Thanks.
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Still not able to upload jpgs or pngs. Typically run my photos through Photoshop (I don't upload images directly from scanner). And also upload things such as clips downloaded from Newspapers.com. The problem began a couple of days ago. Four years on FS and am a great fan of it and its many features. I'm a frequent uploader of images who has never previously had a problem. PDF is still accepted and so I'm converting my images now to Photoshop PDF to upload but I don't consider this optimal. I have tried on Google Chrome (my go-to browser), FIrefox (no ad blocker on), and Safari (no ad blocker on, no extensions). I'm on a Mac Mini, OS Ventura 13.7.6.
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Looking at the browser support page I linked to above + Google AI's list of latest MacOS's, I don't think FS provides support for your OS version, so it probably doesn't test fixes and enhancements on it. Can you perhaps try on another device?
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I also am unable to upload images to memories. The issue started a couple days ago. Using Firefox 151.0.3 (64-bit) on Windows 11. The failure occurs immediately upon the drop when using drag-and-drop. Would be nice if there was a way to view more details to find out why image uploads are failing. I tried a couple different images and different file types and extensions and they all fail. I even downloaded an image from a person's gallery and then tried to upload and it immediately failed. I was expecting the system to tell me the image is already in my gallery but it didn't so that seems to indicate the failure is early in the uploading stage, almost like the file extension filter or file type detection isn't working properly (speaking as a software engineer).
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Thanks, Mandy. Checked and FS requirement has apparently recently moved up to needing desktop Mac OS 14. So that is the problem. I've been intending to update a while but keep putting it off because our connection can be unreliable, thus nervous. Well…OK. Breathe deep. Get it done this week and cross fingers. Sigh.
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Thanks @jmmk2, keep us posted. If getting on to a supported software combo does not resolve the problem, hopefully the moderators here can escalate the issue.
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@Mr.Lirette do you get the same behaviour on another browser/device?
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Thank you very much for the information! We have been able to reproduce the issue now. It seems to happen with "drag and drop", but the same issue doesn't happen when I click "Add Memories" and upload the images that way. Is this consistent with what others are seeing? This is now a "P1 bug" with Memories, which means we are making it a top priority to fix this issue. Thank you again for your help!
P.S. If this happens any other way for you, please let me know, so we don't overlook anything.2 -
Yes! I just tried "Add Memories" and it works!! Successful upload! But fails with drag and drop.
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@jmmk2 @Mr.Lirette @MandyShaw1 @JGG5895 @James M Spencer
Thank you again for everyone's help and feedback. The Memories team has now been able to put in a Fix for this bug (regarding the drag-and-drop issue uploading Memories).
However, if you see any further issues, please let us know. Thanks again!
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Great! Thank you!!!
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