Why is my video taking so long to upload?

1. Keep the recorder open. Uploads only make progress while the web tab, Chrome extension, Mac app, or Windows app that recorded the video stays open. If you closed it before the upload finished, reopen the same recorder to let it pick back up, and if it still doesn’t finish, don’t delete the recording; contact us and we can usually recover it.
2. Never delete a stuck recording. A recording that looks stuck can almost always be recovered. Deleting it is the one thing that makes it unrecoverable.

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Before you contact us

• A percentage below 100% is not a reliable failure or recovery signal. Whether it’s stuck at 0%, 31%, or 98%, the number doesn’t tell you whether the upload failed or how much data is at risk. Tella rounds progress down, so 100% appears only when the upload is complete. A “stuck” percentage almost always means the upload has stalled, not lost. The recorded data is usually still safe on your device, and the recording can typically be recovered.
• Don’t delete the recording or clear app/browser data while you wait. That’s the one action that can make a recoverable recording unrecoverable.
• Gather this before reaching out, so we can investigate without back-and-forth:
  • A link to the stuck video (open it from your library and copy the URL)
  • Which recorder you used: web app, Chrome extension, Mac app, or Windows app
  • Your connection speed (run a quick test at speedtest.net and note your upload Mbps)
  • The video’s rough length
  • The percentage it’s stuck at

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Slow but moving

• Test your connection at speedtest.net. Tella encodes roughly 5 Mbps for a 720p stream, 6 Mbps at 1080p and more at 1440p/4K (and a screen + camera recording uploads two streams at once) so plan for 10 Mbps upload or more to keep pace while you record. Slower connections still work; the upload just finishes after you stop.
• Weak or fluctuating Wi-Fi/4G makes uploads stop and start. If you go fully offline, Tella waits and resumes when you’re back online.
• Browser uploads automatically retry timed-out parts and send fewer parts at once on slower connections. The percentage may pause during a retry and continue afterward, so keep the web tab or Chrome extension open.
• Very long recordings take a while to finish after you hit stop.

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Stuck at a fixed percentage

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Web app & Chrome extension

1. Reopen the same browser tab you recorded in, open the recording, and give it a minute to see whether the upload resumes.

2. Record a ~1-minute test video. Does the test upload? Does the stuck one move?
3. If neither helps, run a speed test, note your upload speed, and contact us (see below).

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Mac app

1. Check what the app is doing: in the menu bar go to Help → Upload Activity… (⌘U). It lists each upload with the number of files remaining, the total size, and any upload errors.
2. Quit and restart the Mac app, then leave it open until the upload completes.
3. Check your connection is stable. The app resumes uploads automatically after drops.
4. Still stuck? Contact us with a link to the recording, a screenshot of the Upload Activity panel, and the log bundle from menu bar → Help → Gather Customer Support Logs…

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Windows app

1. Quit and restart the Windows app, then leave it running until the upload completes.
2. Check your connection is stable. The app resumes uploads automatically after drops.
3. Still stuck? Contact us with a link to the recording and the approximate time you recorded it.

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Upload is at 100% but the video is not ready

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When to contact support

• A link to the stuck video (open it from your library and copy the URL)
• Which recorder you used and your upload speed
• The video’s rough length and the percentage it’s stuck at