When photos fail to process
If a photo shows Processing failed, its upload finished but CoreHue couldn't prepare the viewing images. Your client won't see it in the gallery. Try processing it again or replace it with a new export.
What photo processing is
After a photo uploads, CoreHue makes smaller viewing versions of it so the gallery loads quickly on phones, laptops and big screens. While that happens, the tile shows Processing. It normally takes moments.
If something goes wrong, CoreHue tries again on its own a few times. Only after that does the tile change to Processing failed.
This is different from a file that didn't upload at all. Those appear on the Failed tab of the upload panel, where you can retry them. See Uploading photos to a gallery.
What your client sees
Nothing. Photos that failed to process are left out of the gallery your client sees, so there's never a broken image or a grey box. It does mean the photo is missing until you fix it, so it's worth sorting out before you send the gallery.
Fix photos that failed
When a chapter has failed photos, a banner at the top of the chapter tells you how many couldn't be processed.
- Choose Try again in the banner. CoreHue processes every failed photo in that chapter again, using the files you already uploaded.
- For a single photo, open its ⋯ menu and choose Try again.
- If a photo still fails, re-export it from your editing software and use Replace in the photo's ⋯ menu. The new file takes the old one's place in the chapter.
- If you don't need those photos, choose Delete in the banner to remove all the failed photos in that chapter.
Why it happens
Most of the time the file itself is the problem:
- The file is damaged or incomplete. An export that was interrupted, a copy from a card that didn't finish, or a cloud-synced file that hadn't fully downloaded when you uploaded it.
- The export is unusual. Files saved with uncommon settings for print or archiving can trip things up.
Re-exporting as a standard sRGB JPEG and using Replace fixes almost all of them. See Supported photo and video file types for export settings that work well.
When a photo still won't process
Contact us with the gallery name and the file names of the photos that won't process. Copy filename in the photo's ⋯ menu makes that quick. If you can, attach one of the files so we can take a look.
For problems with videos, see Why is my video still processing?
Frequently asked questions
Will my client see a broken image?
No. Photos that failed to process are left out of your client's view of the gallery until they process successfully.
Does Try again upload the photo again?
No. Try again reprocesses the file you already uploaded, so it's quick and uses no extra upload time. If that doesn't work, Replace lets you upload a fresh export.
Why can't I open or set a failed photo as the cover?
A failed photo has no viewing versions yet, so Open, Info and Set as cover are swapped for Try again in its menu. Once it processes, they come back.
A photo is stuck on Processing. What should I do?
A big upload can take a little while to finish processing. Refresh the page after a few minutes. If it still says Processing, contact us with the gallery name and file name.