Upload Troubleshooting

This page helps instructors resolve common issues encountered during the file upload process.

Common Upload Problems

Upload Fails or Stops

Symptoms

• Upload progress bar stops or freezes
• Error message appears during upload
• File doesn’t appear in your course materials

Solutions

1. Check your internet connection

   • Ensure stable internet connection
   • Try uploading during off-peak hours
   • Use wired connection if possible

2. Verify file size and format

   • Check against size limits
   • Ensure file format is supported
   • Try compressing large files

3. Clear browser cache

   • Clear your browser cache and cookies
   • Try using a different browser
   • Disable browser extensions temporarily

4. Restart the upload

   • Refresh the page and try again
   • Close other tabs or applications
   • Wait a few minutes before retrying

Slow Upload Speeds

Symptoms

• Upload takes much longer than expected
• Progress bar moves very slowly
• Multiple timeouts during upload

Solutions

1. Optimize your connection

   • Close bandwidth-heavy applications
   • Pause other downloads/uploads
   • Switch to a faster internet connection

2. Upload during off-peak hours

   • Early morning or late evening typically better
   • Avoid peak usage times (9 AM - 5 PM)

3. Reduce file size

   • Compress videos and images
   • Split large files into smaller parts
   • Use more efficient file formats

File Not Displaying Correctly

Symptoms

• File uploads successfully but won’t open
• Content appears corrupted or incomplete
• Students report access issues

Solutions

1. Verify file integrity

   • Download and test the uploaded file
   • Re-upload if file appears corrupted
   • Check original file on your computer

2. Check file format compatibility

   • Ensure format is fully supported
   • Convert to more compatible format if needed
   • Test with different file viewers

3. Review file permissions

   • Check that file is set to “public” or appropriate visibility
   • Verify student access permissions
   • Update sharing settings if necessary

Browser-Specific Issues

Chrome

• Clear cache: Chrome Settings > Privacy > Clear browsing data
• Disable extensions: More tools > Extensions > Disable all
• Update browser to latest version

Firefox

• Clear cache: Options > Privacy & Security > Clear Data
• Disable add-ons: Add-ons > Extensions > Disable all
• Try Safe Mode: Help > Restart with Add-ons Disabled

Safari

• Clear cache: Safari > Preferences > Privacy > Manage Website Data
• Disable extensions: Safari > Preferences > Extensions
• Update to latest version

Edge

• Clear cache: Settings > Privacy > Choose what to clear
• Disable extensions: Extensions > Manage extensions
• Reset browser if issues persist

Network and Connection Issues

Corporate/School Networks

If uploading from a workplace or school network:

1. Check firewall settings

   • Contact IT department about upload restrictions
   • Request whitelisting of MagnoliaEd domains
   • Try uploading from personal network

2. Proxy server issues

   • Disable proxy temporarily if possible
   • Configure proxy settings correctly
   • Use VPN if permitted

3. Bandwidth limitations

   • Check if network has upload speed limits
   • Schedule uploads during low-usage periods
   • Request priority access if available

Mobile/WiFi Issues

1. Switch networks

   • Try different WiFi network
   • Use mobile hotspot temporarily
   • Test with ethernet connection

2. Check signal strength

   • Move closer to WiFi router
   • Restart router/modem
   • Contact internet service provider

Error Messages and Solutions

”File too large”

• Solution: Compress file or check size limits
• Alternative: Split into multiple smaller files

”Unsupported file format”

• Solution: Convert to supported format
• Alternative: Contact support for format requests

”Network timeout”

• Solution: Check internet connection and retry
• Alternative: Upload smaller files or during off-peak hours

”Insufficient storage space”

• Solution: Delete old files or contact support for more storage
• Alternative: Use external cloud storage links

”Permission denied”

• Solution: Check account permissions and course access
• Alternative: Contact administrator or support

Advanced Troubleshooting

JavaScript Console Errors

1. Open browser developer tools (F12)
2. Check Console tab for error messages
3. Note any red error messages
4. Share these with technical support if needed

Network Analysis

1. Use browser’s Network tab in developer tools
2. Monitor upload requests for failures
3. Check for specific HTTP error codes
4. Document findings for support team

Getting Additional Help

Before Contacting Support

Please gather the following information:

1. File details: Name, size, format
2. Browser information: Name, version, operating system
3. Error messages: Exact text of any error messages
4. Network details: Connection type, speed, location
5. Steps taken: What troubleshooting steps you’ve already tried

Contact Information

• Technical Support: support@magnoliaed.com
• Knowledge Base: Available in the platform help section
• Community Forum: Connect with other instructors
• Live Chat: Available during business hours

Escalation Process

1. Level 1: Basic troubleshooting (this guide)
2. Level 2: Technical support ticket
3. Level 3: Engineering team involvement
4. Level 4: Developer consultation if needed

Prevention Tips

Regular Maintenance

• Keep browser updated
• Clear cache regularly
• Test uploads periodically
• Monitor storage usage

Best Practices

• Upload files during off-peak hours
• Use supported formats and appropriate sizes
• Test important files before deadline
• Keep backup copies of critical materials

Account Management

• Regularly review and organize uploaded files
• Delete unnecessary or outdated materials
• Monitor storage quotas
• Update account information as needed

Remember: Most upload issues can be resolved with basic troubleshooting. If problems persist, don’t hesitate to contact our support team for assistance.