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:
- 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. The mobile app tries to compress before upload if the file exceeds this; on the web, you'll need to compress first.
To compress:
- 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:
- Small clips: should resolve in under 5 minutes.
- Large clips: can take up to 30 minutes during busy times.
- 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:
- 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.