If a OneStream Live video upload fails, first check which feature you’re uploading to: general video uploads support MP4, MOV, and M4V, while Studio clips support MP4, MOV, and WebM. Then check the file’s size, encoding, and processing status. A familiar file extension alone does not guarantee that its codecs or frame rate are suitable.
Check the format and limit for your upload type
OneStream Live publishes different format and size guidance for general video uploads and Live Studio clips. Use the row that matches the upload surface; the lists are not interchangeable.
| Upload type | Supported formats | Size guidance | Recommended settings |
|---|---|---|---|
| General video upload | MP4, MOV, M4V | Direct upload from a computer, phone, or tablet: maximum 10 GB. Cloud-storage upload: no size limit stated. | MP4 container, H.264 (AVC) video, AAC audio, 30 FPS, 1920 × 1080, video bitrate 1500–6000 Kbps, audio bitrate 128 Kbps. OneStream recommends videos of at least one minute for the best live-streaming experience; this is a recommendation, not an upload minimum. |
| Live Studio clip | MP4, MOV, WebM | Maximum 40 MB. | H.264 (AVC) video, AAC audio, 30 or 60 FPS, 1920 × 1080, video bitrate 1500–6000 Kbps, audio bitrate 128 or 192 Kbps, and 44.1 kHz sample rate. |
The general-upload file types and direct-upload limit are from the OneStream Live supported video size and formats FAQ (updated March 12, 2025). The recommended general-video settings are from OneStream Live’s recommended video settings (updated September 8, 2026). Studio clip formats, limits, and settings are in OneStream Live Studio clip format guidance (August 11, 2026).
Fix a failed upload step by step
- Identify the upload surface. If it is a general video, use MP4, MOV, or M4V and check the direct-upload limit if uploading from your device. If it is a Studio clip, use MP4, MOV, or WebM and keep it within the clip limit.
- Confirm the upload completed. Avoid closing the page, switching networks, or otherwise interrupting the transfer. If the file is large, consider uploading it from cloud storage; OneStream’s FAQ gives no size limit for that route.
- Wait for processing to finish. Don’t schedule or test the video while processing is still underway. If processing remains stuck for an extended period, OneStream’s troubleshooting advice is to upload the file again.
- Check the encoding, not only the extension. For a general upload, export a fresh MP4 using H.264 video and AAC audio, at a constant 30 FPS. A file named “.mp4” may still contain unsuitable codecs or a variable frame rate.
- Play the source file locally. Watch and listen through it, looking for freezing, damaged frames, interruptions, or missing audio. If local playback is faulty, export or obtain a clean copy before retrying.
- Retry with a fresh copy. If appropriate, remove the failed upload, upload the new export, and wait for processing to complete. Test the stream before its scheduled time.
- Check the event and destination. Verify the scheduled date and time and confirm the event has not expired. Check that the destination is connected and that its authentication, permissions, stream key, and settings are current; reconnect it if needed.
- Check your connection. A network interruption can disrupt uploads or affect a pre-recorded stream. Use a stable connection and, where possible, a wired connection. This helps with connectivity issues, not with a corrupt file or unsupported encoding.
OneStream’s troubleshooting guidance for failed pre-recorded streams also points to schedule, destination, network, and playback issues. A file-format problem is only one possible cause.
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Convert a file that uses an unsuitable format or codec
OneStream advises rendering an unsupported file into a supported format with video-editing software or an online converter; it names HandBrake as a free software example. For a general video upload, target an MP4 file with H.264 (AVC) video and AAC audio, then check the exported file’s frame rate and playback before uploading it. For a Studio clip, follow the clip settings in the table instead.
Conversion cannot repair every source problem. If the original freezes, has damaged frames, or is missing audio when played locally, first find a clean source or make a new recording, then export it.
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If the video uploaded but will not play or stream
- Confirm the file contains both video and audio and plays correctly outside OneStream.
- Verify the codecs and frame rate against the guidance for the upload type.
- Refresh the player and try another browser or device to check whether the playback problem is local.
- Check the destination connection and event schedule; a disconnected destination or expired event can prevent a successful stream even when the upload itself completed.
- If the issue persists, retry with a fresh upload and test before the event. OneStream’s published guidance does not identify a single guaranteed fix or provide success rates for individual fixes.
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