Videos are the most demanding thing BEHCA handles, so they fail more often than other uploads. Most failures are easy to recover from.
How video processing works (web and mobile)
After a video upload finishes, BEHCA usually runs server-side compression (downscales to 720p). You will see a Processing badge until that job completes, then Ready (or Failed if compression could not run).
- Web — typical clip (under 100 MB): upload completes → Processing → server compresses → Ready. This is normal; you do not need to compress the file yourself first.
- Web — very large clip (over 100 MB): the browser may compress before upload to get under the cap. If that client step succeeds, the file can land as Ready immediately and skip the server job. If the file is still over 100 MB after client compression, the upload is rejected.
- Mobile — over 100 MB: the app compresses on the phone first, then uploads (same cap rules).
So both web and mobile can involve post-upload server compression for most files. Only uploads that were already compressed on the device to final size skip the server step.
"Failed" status badge
If a video shows a Failed badge:
- The original file is still playable. Compression failed, but the video itself is there.
- 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:
- Use HandBrake (free, all platforms) to convert to MP4.
- Or use your phone's built-in video editor — most save as MP4 by default.
2. File too big
Hard limit is 100 MB per upload.
- Web: files over 100 MB trigger browser-side compression first (can take several minutes). If they still exceed 100 MB after that, the upload is blocked — trim or re-encode on your computer. Files under the cap upload as-is, then server compression runs afterward (see above).
- Mobile: the app compresses on the phone before upload when the raw file is over 100 MB.
To shrink a clip manually:
- iPhone: Photos app → select video → Edit → trim to a shorter clip → save as new clip.
- Android: Gallery / Photos app → similar trim and save.
- Computer: HandBrake or QuickTime can compress.
3. Connection dropped mid-upload
If your WiFi or mobile data dropped while uploading:
- The upload likely failed silently or timed out.
- Reconnect to a stable network and re-upload.
- 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:
- Keep BEHCA in the foreground until upload completes.
- 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:
- Wait an hour.
- Re-upload.
- 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, server compression may still be running after a successful upload:
- Small clips: often Ready within a few minutes on web or mobile.
- Large clips: can take longer while the server downscales to 720p.
- Stuck for over an hour: contact support — that is not normal.
You can keep editing the IR or document while the video processes. When it is ready, you may get an in-app or push notification (depending on your settings).
"Upload progress bar disappears"
On the web, when the progress bar finishes and the row shows Processing, upload succeeded and after-upload compression has started — same pattern as mobile.
If the progress bar disappears with no video row and no Processing badge:
- The upload failed. Try again.
- If it consistently fails, the file may be too big or in an unsupported format.
Mobile-specific issues
App crashes during upload
- Update to the latest BEHCA app version.
- Restart your phone.
- 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:
- iOS: Settings → BEHCA → Photos → Full Access, Camera → On.
- 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:
- Note the file format, size, and roughly when the failure happened.
- Save the original video file — support may need to investigate it.
- Contact support with this info.