# Fix an upload that failed or a file that will not load

> If an item says "Upload didn't finish", the person who uploaded it can click Re-upload; if it says "Couldn't load file", click Retry.

Category: Adding content
Web page: https://www.pactto.com/help/fix-failed-uploads
All guides: https://www.pactto.com/help.md

## When an upload or a file has a problem

Pactto shows a message on the item instead of a loader that never ends. What to do depends on the message.

### "Upload didn't finish"

This appears when the person who added the file closed the browser or left the room before the upload finished. Other people see it once the uploader has been gone for about 10 seconds. The uploader sees it when they come back.

Only the person who originally uploaded the file can fix it:

1. Find the item that says **Upload didn't finish**. It shows the file name when Pactto knows it.
2. Click **Re-upload**.
3. Choose the file again (or another file of the same kind) from your computer.
4. The upload starts again in the same place, with the same size and position.

If you are not the uploader, you do not see **Re-upload**. Ask them to re-upload it, or add the file again yourself with **Add asset**.

### "Couldn't load file"

The file exists but did not load, for example after a network problem. Click **Retry** on the item. For a link that did not load, the button is **Load asset**.

### "This image/video/PDF is no longer available"

Pactto cannot find the file behind the item. Delete the item and add the file again with **Add asset** (or press **1**). For an image, you can instead use [Replace image](https://www.pactto.com/help/replace-image.md) to keep its size and position.

### Messages when you add files

- "Upload of (file name) failed. Please try again.": add the file again.
- "Failed to process (file name)" or "Couldn't open (file name). The file may be damaged or in a format we don't support.": check that the file opens on your computer, or try another format.
- "That video is over Pactto's 5 GB limit": the file is too large. Make it smaller and try again.
- **File too large**, "Your plan allows files up to (size).": the file is over your plan's per-file limit.
- "Only editors can add assets to this room.": you have **Can review** or **Can view** access. Ask the room owner for **Can edit** access.
- "Supported types: Videos, images, PDFs": the file type is not supported. See [Which file types can I upload](https://www.pactto.com/help/supported-file-types.md).

## Good to know

- Keep the tab open until the **Loading** indicator disappears, so uploads are not interrupted.
- If an upload that looked interrupted finishes after all, the item updates by itself and shows the file.

## Related guides

- [What happens while a file uploads, and how do I cancel it?](https://www.pactto.com/help/upload-progress.md): Each new file appears on the canvas right away with a Loading indicator and percentage; hover over the indicator and click Cancel to stop the upload.
- [Add images, videos, PDFs, and other content to a room](https://www.pactto.com/help/add-assets.md): Click Add asset in the toolbar (or press 1) to upload from your computer, Google Drive, or Adobe Frame.io; you can also drag files onto the canvas, paste them, paste links, or create a Pactto doc or a table.
- [Which file types can I upload, and how large can they be?](https://www.pactto.com/help/supported-file-types.md): You can upload videos, images, and PDFs; each file can be up to 5 GB, or less if your plan sets a lower per-file limit.
- [Replace an image on the canvas](https://www.pactto.com/help/replace-image.md): Select the image, click Replace image in its title bar, and choose a new image from your computer, Google Drive, or Frame.io; the frame keeps its size and position.