Unable to Upload Files – Basic Troubleshooting Guide – Hightail

Overview

This article provides basic troubleshooting steps for issues related to uploading files in Hightail. Follow the steps below to help identify and resolve common upload problems.

Symptoms

Users may experience one or more of the following issues:

File upload fails or gets stuck
Upload button is unresponsive
Upload does not start
Error messages during upload
Large files taking too long or timing out

Basic Troubleshooting Steps

1. Restart Your Computer

Occasionally, temporary system or browser issues may prevent uploads from working properly. Restarting your computer can refresh system processes and resolve one-time issues.

2. Clear Browser Cache and Cookies

Cached files and cookies may sometimes cause browser-related issues.

Steps:

Clear your browser’s cache and cookies
Close the browser completely
Re-open the browser
Log back into your Hightail account
Retry the upload

Note: Browsers store website data to help pages load faster. Over time, corrupted cache or cookies may affect website functionality.

How to clear web browser cache and cookies? – Hightail

3. Try a Different Browser

To isolate the issue, test the upload using another supported browser such as:

Google Chrome
Mozilla Firefox
Microsoft Edge

Compare the results to determine whether the issue is browser-specific.

4. Verify the File Location and File Name

Before retrying the upload:

Ensure the file is saved locally on your computer or desktop
Avoid uploading files directly from network drives, cloud-sync folders, or external locations
Remove special characters from the file name if present
Check that the file name does not exceed 256 characters

Examples of special characters to avoid:

# % & * ? / \ : < >

5. Check Your Internet Connection

A weak or unstable internet connection may interrupt uploads.