A file won't upload

A file you dropped or picked never reaches your library: Layer refuses it straight away, the upload stops partway, or it arrives and its tile shows Processing failed. Find what you see below.

Uploads show their progress in the Transfers panel. A failed row there carries the reason in red, with Retry and Remove beside it.

Layer refuses the file

File too large

The message gives the maximum upload size for that kind of file, and nothing is uploaded. Each kind of file (images, video, audio, 3D models, fonts, playables) has its own limit; see Supported file types and what you can do with them for every one.

Fix: compress or resize the file and upload it again. For video, re-export at a lower bitrate or trim the clip. For a 3D model, reduce the texture resolution or the polygon count before exporting.

That file isn't a supported type

Also File type is not supported. on a session board, or That file type isn't supported. The extension is not one Layer reads. PDF, Lottie and LUT files, for example, are not supported.

Fix: export the file to an accepted format (PNG or JPEG for images, MP4 or MOV for video, GLB for 3D) and upload that. The full list is in Supported file types and what you can do with them.

The chat or a tool field won't take the file

The library accepts more formats than individual places in the app do:

• chat takes images, audio, videos and playable HTML. The agent chat does not take 3D models, fonts or ZIPs dropped from your computer. Upload them to the library first, then attach them from there.

• only .mp4 and .mov videos are supported. Tools and the chat take MP4 and MOV only, even though the library stores WebM, AVI and MKV. Convert the clip first.

• can't be used as a followed by a field name, or Only images and videos are supported: that field expects a different kind of file. Drop it on the field that matches, or choose another file.

• Only one file can be added here. The field holds a single file. Drop one at a time.

A folder won't upload

Layer uploads files, not folders. Select the files inside the folder and drop those. A ZIP uploads as a single file and is read only when it is a Spine export or a PBR material; any other ZIP is stored as it is, without a preview.

A 3D model arrives without its textures

A glTF or OBJ that points to separate texture files uploads on its own, without them. Export a single self-contained GLB and upload that.

The upload stops partway

Upload failed or Failed to upload chunk

The connection dropped while the file was being sent. Layer does not resume a broken upload, so one interruption fails the whole file.

Fix: click Retry on the row in Transfers. It starts that file again from the beginning. For a large video or model on an unsteady connection, use a wired or more stable network, or make the file smaller first.

Uploads fail on a work network but not at home

A company firewall or proxy can block the storage Layer uploads to while the rest of Layer works. Send your IT team Layer is blocked on a company network, which lists the domains to allow.

You closed the tab and the upload disappeared

Uploads run in the open tab. Closing it, or reloading the page, stops anything still in Transfers without a warning. Keep the tab open until the panel says the files were uploaded, then upload anything missing again.

Uploaded, but couldn't add it to the project

The file is safe in your library; only filing it under the project failed. Find it in the library and add it to the project from there.

The file arrives but won't open

Processing failed

The tile shows a warning icon labelled Processing failed. The file uploaded, but Layer could not read it, usually because it is damaged or was exported in an unusual variant of its format.

Fix: open the file in the app that made it, save or export it again (a fresh PNG, an MP4 with the H.264 codec, a GLB), and upload the new copy. While a tile shows a spinner, Layer is still processing it; give it a moment.

This photo could not be converted

Phone photos in HEIC or HEIF are converted to JPEG after upload. This photo is still being converted. Try again in a moment. means conversion is still running. This photo could not be converted. Upload it as a JPEG or PNG instead. means it failed: export the photo as JPEG or PNG on your phone or computer and upload that.

Pasting and importing

No image found in clipboard

Paste in the library takes images only. Copy the image itself, not a link to it or the file in your file browser, then paste again. Couldn't read clipboard means the browser blocked access: allow clipboard access for Layer in the browser's site settings, or upload the file instead.

Couldn't import from that URL

Upload from URL needs a direct, public link to the file itself. A page that only shows the file, or a link that needs a sign-in, cannot be fetched. This link points at a file already in Layer means the file is in Layer already: open it and use Copy instead.

Files from Google Drive won't import

Google Drive import takes images, audio and video in a narrower set of formats than direct upload, and no folders. Files it cannot take are marked in the picker. Deselect them and import the rest, or download them from Drive and upload them directly. See Import files from Google Drive.

Still stuck?

Contact support from Help & Resources > Talk To Us in Layer. Include the file's name, format and size, the message exactly as it appears in Transfers or on the tile, the browser you used, and whether you are on a company network. Contact support with the right details lists everything that helps.

Related

• Supported file types and what you can do with them
• Layer is blocked on a company network
• Fix a failed or stuck generation
• Contact support with the right details
• Find your work in the library
• Import files from Google Drive