Shop video won't upload

[GillianMcMurray]

I have been trying to upload a shop video in my Etsy shop for the last few days. The upload gets to about 10% then starts all over again. Eventually it tells me the video could not be uploaded. The video is within Etsy's recommendations: 103Mb, landscape format, 1 minute long. I have tried different Windows 11 computers and browsers. I also tried via the 'edit shop' button on the home page of my shop and the 'shop story' section of the 'About your shop' section in the shop manager. Product videos upload fine. I know others have had this problem before but was a solution ever found for it?

[NanaLetha]

@GillianMcMurray  - The limit is 15 seconds - https://help.etsy.com/hc/en-us/articles/360053206073-How-to-Add-a-Listing-Video?segment=selling

[GillianMcMurray]

@NanaLetha Thank you for answering. It's not the listing videos I am having trouble with. Thankfully they are uploading OK. It's the shop video in the 'about' section of the shop. It can be longer than 15 seconds but it is refusing to upload

[ArtDollsbyJD]

Listing videos can only be 15 seconds and cannot have sound.

About page videos I made mine about 80 mb and length of about 15 seconds.  I chose not to go longer.  I think 60 seconds is the length allowed.  Check to make sure yours is really 60 seconds.

I always use the shop edit on the home page. The other page does not work except for pieces that Etsy has not made available elsewhere.

It could be the length.  It could be the MB.  

I use Edge windows 11.  Is your browser up to date and do you have any extensions that might be interfering?

I don't use anything like ad blockers.  And I've not had any problem uploading a video. 

[GillianMcMurray]

@ArtDollsbyJD  Thanks for those suggestions. I have a video that was 50 seconds and it won't upload either. I tried both the 'shop edit' on the home page and the option in the 'about your shop' section but neither work. My browser is up to date and there are no extensions. I do have an ad blocker though. I'll try switching that off and upload again.

[JDButtonsAndGifts]

Same issue here! I want to upload a "Shop Video" file ("up to 300MB" - per the instructions on the Shop Video page): 

Shop video

Have a video ready to go?

See the shop video FAQs for all sorts of ideas and advice on making a great shop video.

By uploading a video, you confirm that you have all the necessary rights to the content and you agree to Etsy's Terms of Use

MOV, MPEG, AVI, MP4, M4V - 300 MB file limit

I tried using the Chat App to let Etsy know about the problem. They were not able to help. They kicked it up to their Team for further assistance. I received a message back from them (which was no help at all - as it is not a single user issue):   

"Thank you for reaching out to us regarding the shop about video issue.
 
This is Francis of the technical support team and I certainly can assist you with that!
 
For this situation, I'd recommend following the troubleshooting steps below and visiting this link for more information which can help!
 
1. Logout in your account across all devices.
2. Update your browser or switch to an updated but different one.(i.e. Google Chrome, Firefox and Edge)
3. Uninstall the app then reinstall it. (ensuring you're using the newest version-if you're using the app).
4. Clear cache and cookies of your browser.
5. Disable vpn, non-default toolbars and addons (if there's any).
6. Try using a different device and network.
 
Once done, try it again. If the issue still persist, kindly reply to this email thread together with the information needed below. Here's also a helpful article that will help you.
 

• Shop about video you're trying to upload
• Screen recording of what you're seeing from your end,

 
I'd be very happy to assist you if you have any other questions or concerns by sending a new message here! Have a wonderful day!"

[JDButtonsAndGifts]

*UPDATE: Looks like they just fixed it! I tried uploading the same file from the same browser on the same device. It now works perfectly!   

Thank you very much!