Videos are the most demanding thing BEHCA handles, so they fail more often than other uploads. Most failures are easy to recover from.
"Failed" status badge
If a video shows a Failed badge:
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The original file is still playable. Compression failed, but the video itself is there.
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Re-upload to retry compression. If the second attempt also fails, try one of the steps below.
Common causes and fixes
1. Wrong format
BEHCA supports:
-
MP4 (
.mp4) -
WebM (
.webm) -
MOV (
.mov)
Not supported: .AVI, .WMV, .MKV, and various older formats.
If your video is in an unsupported format, convert it first:
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Use HandBrake (free, all platforms) to convert to MP4.
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Or use your phone's built-in video editor — most save as MP4 by default.
2. File too big
Hard limit is 100 MB. The mobile app tries to compress before upload if the file exceeds this; on the web, you'll need to compress first.
To compress:
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iPhone: Photos app → select video → Edit → trim to a shorter clip → save as new clip.
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Android: Gallery / Photos app → similar trim and save.
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Computer: HandBrake or QuickTime can compress.
3. Connection dropped mid-upload
If your WiFi or mobile data dropped while uploading:
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The upload likely failed silently or timed out.
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Reconnect to a stable network and re-upload.
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WiFi is usually faster and more reliable than mobile data for large files.
4. Phone went to sleep / app was backgrounded
On some phones, especially Android, backgrounding the app can pause uploads:
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Keep BEHCA in the foreground until upload completes.
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Make sure the screen doesn't lock — turn auto-lock to a longer interval.
5. Compression-incompatible file
Some videos use codecs that BEHCA's server-side compression doesn't recognize. Re-encoding with HandBrake (using H.264 for MP4) usually fixes this.
6. Server processing failed
Sometimes the server has a temporary issue. If your video shows Failed but you've ruled everything else out:
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Wait an hour.
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Re-upload.
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If still failing, contact support with the video file format and approximate size.
"Stuck on Processing"
If a video shows Processing for a long time:
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Small clips: should resolve in under 5 minutes.
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Large clips: can take up to 30 minutes during busy times.
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Stuck for over an hour: contact support — it's not normal.
You can keep editing the IR or document while the video processes. When it's ready, you'll get a notification.
"Upload progress bar disappears"
The progress bar may disappear (not crash) and the video appear with Processing status. That's the expected handoff: upload is done, server is now compressing.
If the progress bar disappears with no video appearing:
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The upload failed. Try again.
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If it consistently fails, the file may be too big or in an unsupported format.
Mobile-specific issues
App crashes during upload
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Update to the latest BEHCA app version.
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Restart your phone.
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Try uploading a smaller test video to confirm the app itself works.
"Permission denied" / "Cannot access file"
The BEHCA app needs permission to access your photos and camera:
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iOS: Settings → BEHCA → Photos → Full Access, Camera → On.
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Android: Settings → Apps → BEHCA → Permissions → enable Camera and Storage / Files and media.
Video is rotated / sideways
The video may have been recorded vertically and the upload didn't preserve orientation. Re-trim the video on your phone to "fix" the orientation, then re-upload.
When to escalate
If you've tried multiple times with different approaches:
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Note the file format, size, and roughly when the failure happened.
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Save the original video file — support may need to investigate it.
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Contact support with this info.