Image: File extension doesn't match the format of the file.

pricedav
Visitor
1 0 1

Hello Shopify Community, 

I am trying to add an .MP4 video as one of my product images but every time I add the link:

https://cdn.shopify.com/s/files/1/0551/1374/4571/files/LETANNE_PARIS_LOOK_5_Rosalyn_Gilet.mp4?v=1651...
I get an error message saying. Image: File extension doesn't match the format of the file.

I also tried the same video but saved it as a .mov file and I got the same message. It was quite odd because I tested the exact same video the day before and it worked without a problem. (I have attached a few images to see the file and the error message) As for my browser, I am on chrome up-to-date and I recently cleared all my cache after receiving the errors. Also, I am using the Blockshop version 8.3.0 theme that does support video.

Help, please. I have tried multiple settings for the video files, and sizes. Not sure what else to do. Thank you. 

Replies 5 (5)

Ren
Shopify Staff (Retired)
1032 66 153

Hi @pricedav

Thanks for the post. I'd like to run through some troubleshooting questions with you to see if we can pinpoint the issue. 

Where exactly are you adding the mp4 URL? 
Have you tried reformatting the file prior to uploading?
Can you download a fresh copy of the theme and see if you can replicate the issue there as well? Here are the steps to obtain a fresh copy.

As this is a third-party theme, it might be worth reaching out to Troop Themes support and explaining the issue to them as well. Let me know how it goes once you've reformatted the file and downloaded a fresh theme file; fingers crossed that does the trick!

To learn more visit the Shopify Help Center or the Community Blog.

GustaJimenez
Visitor
1 0 0

Hello

 

I'm trying to paste the youtube link on the product galery and I get this error.

 

Is there any special configuration the Youtube video needs to have?

 

Thanks

Ren
Shopify Staff (Retired)
1032 66 153

Hi there, 

Will do my best to troubleshoot this with you. Can you provide some additional details such as the length of the video? Is it an original link or a shortened format? 

Additionally, what is the name of the theme you're working with? 

I'll look forward to your response! 

To learn more visit the Shopify Help Center or the Community Blog.

tammarie
Tourist
6 0 0

I'm getting the same error - I'm trying to add from url a youtube short. I was hoping since it is a short video I wouldn't have trouble. Can you help?

 

London7325
Visitor
1 0 0

Shopify declines what they initially offer which is being able to upload video via link which is inadequate. You have to have the original video and simply upload it in Mp4 aka MPEG-4  format.