Hi @leo043,
Thank you for reaching out to the Community! I'm happy to provide some assistance with adding images and videos to the shop, to ensure this gets resolved. To confirm I'm fully understanding, are you uploading those images and videos from within the Shopify admin?
If so, I'd encourage you to confirm that the image(s) being uploaded is using one of our accepted file types. This includes PSD, TIFF, BMP, GIF, SVG, HEIC, PNG, JPEG and WebP. Additionally, you will want to ensure those images are correctly sized depending on what they're intended for (i.e product images). To learn more, you can check out our Product Media Types document as it touches on this further.
Similarly, you will want to ensure any media (i.e videos) being uploaded is supported by your theme. We have a great list of those media requirements that you can check out here.
If you've confirmed that the images meet those requirements but continue to receive an error, please attempt the following troubleshooting steps outlined below to see if this helps to resolve. These steps include:
- Clear your Cache and Cookies.
- Access the shop in an Incognito Tab.
- Try accessing the shop from Another Browser (i.e Chrome, Firefox, or Safari).
- Try Another Device.
- Try accessing from the Shopify Mobile App.
- Try Restarting your device.
- Make sure your device is Up To Date.
If after attempting all of the steps outlined above, the issue persists, please Contact Us directly. This will allow for our advisor team to take a closer look as we don't have access to any account information through the Community.
To contact us, you can:
- Head over to our Support Page.
- Log into your shop.
- Select the topic 'Starting a store'.
- Scroll to the bottom of the page to view all available support options.
Please let me know if you have any other concerns.
Blair | Shopify
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