Why can't I upload my 1080p, 13 seconds long mp4 video?

[PWOER]

I can't upload my 18.5 MB, 1080p, 13 seconds long mp4 video. It just says that the 

The aspect ratio must be between 100:1 and 1:100. But that is for images right? I can't find any chat or phone number so I hope someone helps me out here.

[Dirk]

Hey, @PWOER 

Happy to look into this for you. Do you mind providing the following:

1. A screenshot including the error message

2. Where are you attempting to add the video? (Settings > Files, Product Page in the text editor, text editor in a Page, etc)

If there is anything else I can help you with, please let me know.

[Amitkala77]

Hi Dirk

I am also facing the same problem while uploading the video. I am trying to upload the video under Content>Files. But getting the error that says, 'the video aspect ratio must be between 100:1 to 1:100'. Your help would be greatly appreciated.

[BRChampions]

Im having the EXACT same issue. I've attached a screenshot of the error message. I've tried resizing the video to different aspect ratios; all my attempts were futile. Help Please 🙂

 

[Veranda]

I am having the same issue. I have tried many different formats and the same error message comes up.

[Victoria]

Hi there, @Veranda.

Welcome to the Shopify Community, and thank you for joining the thread.

If you've tried various troubleshooting steps and different formats, but the error message is still present, I recommend contacting our support team through the Shopify Help Center. This allows us to take a more detailed look into the issue. 

[Veranda]

Hi Victoria,

Thank you for your response and your recommendation. I did contact the Shopify support team and was told it is an issue with the theme and to contact Troop Theme Developer. Unfortunately, Troop Did not respond to my several requests. I reached back out to Shopify support who said they would contact Troop directly, but I have heard nothing back. When I bought my theme,  support was suppose to be available. I am disappointed that Shopify is listing themes on their theme store that claim to provide complimentary support with the theme purchase and then require an additional purchased subscription to obtain any support. 

[adsrole]

Hello @PWOER 

Can you please share your store url?

[Dirk]

Hey, @PWOER 

Looping back here again to see if you still need assistance with this or if you were able to successfully get the video uploaded.

If there is anything else I can help you with, please let me know.

[Afletch]

I'm having the *exact* same issue.  Has this been resolved?  Please post an answer here!

[Veranda]

What theme developer made your theme? Shopify has told me it's an issue with the theme and not Shopify. I'm wondering if you're using the same developer.

[Amitkala77]

Hi PWOER

I am also facing the same problem while uploading the video. I am trying to upload a video under Content>Files. But getting the error that says, 'the video aspect ratio must be between 100:1 to 1:100'. Did you find the solution to this issue.