Are you unable to upload your media to the cloud because of a “duplicate media” message? The Manage Uploads page can fix this. Below is a link to the tool and some information to help you understand how this happens and how to avoid it in the future.
Where do I find the new tool?
While viewing your cloud media library in a web browser, select "Activity" in the left menu, then select "Manage Uploads" at the top of the activity feed. This feature is NOT available in the GoPro App.
You can also simply click this link: https://plus.gopro.com/media-library/upload-status
What can I do?
This page is showing you all media items in our system that are either in uploading, processing, or failed states.
Items in an uploading state will have a delete option. After the item has been deleted, you should be able to re-upload the file without the duplicate issue.
Items in the processing or failed state will have a retry option. This action will restart the upload process without you having to re-upload the file. You should use this option on all failed items and on any items that have been processing for more than 3 days.
CAUTION: This tool will include any active uploads you may have. If you delete an item with an uploading or processing state that was on the way to uploading successfully, you will have to re-upload it. We recommend that you make sure to have no active uploads on any devices before using this tool.
Why does media get stuck in processing or fail?
There are 2 common reasons for this issue:
- An upload began from your camera, the mobile app, or the desktop app, but the internet connection was lost while the upload was in progress. This could happen for a variety of reasons. For a camera upload, this could be because the battery was removed, or the wifi connection was lost. On mobile, this could be because the phone ran out of battery or the app was backgrounded by the phone’s operating system.
- You uploaded a file (typically a large one) and we encountered an error during processing. This file remains in the cloud, causing the duplicate media issue.
How do I avoid this in the future?
You will see that each row includes the source of that upload. Look for a pattern in where your problem uploads are starting and try to ensure a steady connection when those uploads are active.