BEHCA accepts MP4, WebM, and MOV videos up to 100 MB per upload.
How video processing works
Most videos upload first and are then optimized to 720p by the server. While that work runs, the video row shows Optimization in progress. You can leave the page while it finishes.
Videos over 100 MB may be compressed in the browser or mobile app before upload. This can take several minutes. If the compressed file is still over 100 MB, BEHCA will reject it.
"Could not be optimized"
If optimization fails, the original uploaded video remains available at its original size. Re-uploading retries optimization. If it fails again, try the checks below.
Common causes and fixes
Unsupported format
Supported formats are:
- MP4 (
.mp4) - WebM (
.webm) - MOV (
.mov)
Convert other formats to MP4 before uploading. HandBrake is one option on a computer.
File is too large
The upload limit is 100 MB after any pre-upload compression. Trim the video to a shorter clip or export it at a lower resolution, then try again.
Connection interrupted
Reconnect to a stable network and upload again. Wi-Fi is usually more reliable for large files.
App moved to the background
On some phones, background restrictions can interrupt a large upload. Keep BEHCA open until the upload finishes.
Video codec cannot be processed
A supported file extension does not guarantee that the video codec can be optimized. Re-exporting the video as an H.264 MP4 usually resolves this.
Temporary processing failure
If the video remains in progress for more than an hour, or repeatedly cannot be optimized, contact Support.
Mobile troubleshooting
If BEHCA closes during an upload:
- Update BEHCA to the latest version
- Restart the phone
- Try a smaller video to determine whether the problem is related to file size
If a video appears sideways, rotate it in your phone's video editor and save or export a new copy before uploading it again. Trimming alone does not reliably correct orientation.
When to escalate
Contact Support with:
- The file format
- The approximate file size
- The time of the failed upload
- Whether the video was attached to an Incident Report or Supporting Document
Keep the original video in case Support needs it for investigation.
Related articles
- Adding photos and videos
- Uploading large videos
- Uploading supporting documents