Resolving Image and Video Uploading Issues

If you receive a "failed to upload" error when uploading photos and videos to your workflows please try the below to fix the issue. 

1. Select "Retry" from the queue but keep the Vision app open when uploading. Closing the app while it is in the process of uploading content reduces the speed of the upload, often creating delays.
2. Check your network connection. Low connection quality can create lag during the upload process. Please note if you take a live image\video and keep the app open the content will eventually upload once near a better connection. 
3. Make sure your app is up to date. 
4. Close any other apps running in the background. Do not close the XOi Mobile app.
5. Make sure notifications are enabled - this is what keeps the uploads going in the background. We will NOT send you notifications. 
6. Check to see if “High Efficiency” is selected under your camera settings.
   • iPhones: Settings > Camera > Format > select “Most Compatible” instead of “High Efficiency”

   • Androids: Camera > Settings > Advanced Picture Settings < Toggle off "HEIF" or "High Efficiency"
7. Check the format of the image
   • The file types currently accepted on Vision are:
     * .jpg
     * .jpeg
     * .mov
     * .mp4
     * .pdf - Not accepted in Vision Mobile
     * .png
     * .tif
     * .tiff
     * .jpeg, image
     * tiff.video
     * QuickTime.video/mp4
     * application/pdf - Not accepted in Vision Mobile
8. 
Is the photo an edited photo?
   • If so, save the photo or video as a copy by selecting “Save As” and save it under a different name, then try uploading it again. The app will not take edited photos or videos easily. 
   • You will not be able to upload a photo or video from an editing application.
9. Force close XOi Mobile, reboot your device, and reopen it.  This will refresh your connection with the network and will also refresh the upload process. 

NOTE: Do not delete the application if uploads are in progress.  THEY WILL BE LOST!

If you are only able to take a video for 30 seconds at a time:



1. Check phone’s storage space. You may need to delete old videos you no longer need.
2. Check your camera settings: 

   • Android: Camera > Camera Settings > Advanced Video Options> and see if you have “High Efficiency Videos” Enable or Disable depending on what you are currently set to.

   • iPhones: Settings > Camera > Record Video > HDR Video (High Efficiency) Enable or Disable depending on what you are currently set to.


When taking a picture or video from within the XOi app and your camera is zoomed in

1. Check your camera settings to see if you have the HDR option toggled on or off. 

2. Check your device's Display Settings to see if your Zoom, Bold, or Font settings are on default for the associated device.

   • To resolve → Go to your phone settings > Display > Font Size and Style > Make sure Bold Font is Disabled, Zoom is turned off and font style is set to Default.

Additional Information

If after trying the above you are still receiving the error please contact XOi Support.