Troubleshooting upload issues

"Photos uploaded but I don't see them in the gallery"

The most common cause: the smaller-size variants didn't generate, even though the original landed in storage. The gallery viewer falls back to the original when smaller sizes are missing, but the admin grid sometimes shows blank tiles until they exist.

Fix: open the ⋯ more menu in the top-right of the gallery editor and pick Rebuild thumbnails. Force-regenerates every photo. A 100-photo gallery rebuilds in about a minute.

"Upload progress stalled near the end"

Each upload has a few stages: chunks upload to storage, storage stitches them together, then Encore reads the EXIF data and generates the smaller variants. Most stalls happen during that last "finalize" step. Wait 30 seconds. If it still hasn't moved, check the upload panel in the bottom-right for an error message.

If a specific photo errored, the panel offers a retry. The original is preserved across retries — Encore doesn't re-upload from scratch. If the whole batch errored, hit Retry all in the panel footer.

"EXIF data is missing"

If you uploaded photos before mid-2026, only the raw EXIF blob was stored — not the dedicated camera, lens, capture time, and GPS columns the lightbox reads from. Open the ⋯ more menu in the gallery editor and pick Re-read EXIF to re-probe every photo's original and backfill those columns.

"I tried to upload RAW files and they got rejected"

Encore accepts JPEG, PNG, WebP, HEIC / HEIF, AVIF, and TIFF for stills, plus MP4 and MOV for video. Camera-vendor RAW formats (Canon CR2 / CR3, Sony ARW, Nikon NEF, Adobe DNG) are not accepted directly — export to JPEG, HEIC, or TIFF from your editor first. Encore is built around delivery files, not the raw negative. If you need to bring originals in as-is for archival, the Import flow accepts a zip of mixed formats and is the right surface for that.

"I'm hitting the storage cap"

Settings → Billing shows your usage live. Each plan tier's quota is documented in the Plan tiers article. Storage is computed from photos + their generated variants. Archiving a gallery doesn't free space until the trash purges (30 days), but moving photos to trash within an existing gallery frees space immediately.