When I upload a gif file it says "sorry we could not upload this file. Try saving it in a different file and upload again." Even though a .gif file upload is supposed to be supported, and I have used this function a lot in a previous campaign. I have tried reducing the file size and nothing seems to work. Is this just a temporary glitch, or is there something I am missing? Would love to have any help with this! TIA
Hello @user98478 ,
There's a few troubleshooting elements we can try, to see what might be occurring with your gif file. If you could please answer these questions and try these processes, it'll help our engineers determine what might be happening with certain gifs such as yours.
If none of those above troubleshooting steps work, or allow your gif to come through, I'd recommend calling our general support line so they can do a few troubleshooting elements that require use of a specific 3rd party site. They'll also be able to add your gif to the case so our engineers can collect data, and use that to figure out what might be causing the upload issue in our system.
Also please be aware that some email clients don't support gifs at all, and will either prevent them from downloading / displaying or will show a static image instead.
Thank you so much for your help. I did create the gif myself, yes. I got it to work by uploading it to Giphy and then using the URL method. While this does work, it is a bit more time consuming to do! The size of the gif file seemed to make no difference to being able to directly load the gif into the library. I made the gif on Canva - is this a common problem that people have?
I would love to know if there is an issue with Canva as well; we are also unable to get the gifs from Canva to work in an email.
Hi @RoseS94 - this seems like it's come up several times over the last few weeks. I tried importing a gif from Canva and it worked. Would you be able to post or private message me an example of one of your Canva gifs that failed? I'd like to take a look.
Hello @MartinB6. We posted some questions in the thread originally that will help us troubleshoot more.
The gif is 600px wide.
Yes we created the gif (not in canva).
Yes we have managed to upload the gif to another online host and insert via the URL method, however this is a much more time consuming process. We last uploaded gifs in our campaigns with no issues in 2019 and it looks like this issue has been around since 2020 looking at the forums/ community posts?
Any idea when the issue will be resolved?
I am happy to hear that it worked and I do apologize for the inconvenience. I will gladly submit your feedback on this!
Same problem! I'm using canva. For me, it's a fingers crossed moment. Sometimes it works and sometimes it doesn't. More often than not, it doesn't work. SO FRUSTRATING!!! (Yes, I say the troubleshooting suggestions. Didn't work for me)
I do apologize for the experience you have had! If none of those above troubleshooting steps work, or allow your gif to come through, I'd recommend calling our general support line so they can do a few troubleshooting elements that require use of a specific 3rd party site. They'll also be able to add your gif to the case so our engineers can collect data, and use that to figure out what might be causing the upload issue in our system.
I do apologize for any inconvenience but at this time we do not have an updated workaround or fix. I will go ahead and put you in the queue to be notified once this is fixed.
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