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A file won't open or upload

Uploads that stop and files that won't open come down to the file type, your connection, or your team's storage. Work through these in order.

What to try​

  1. Check the type. OnStage accepts audio (mp3, wav, m4a, flac), documents (pdf, doc, docx, txt, rtf, md, pages), presentations, and images.
  2. If the upload stopped, choose Retry on the Upload Failed message.
  3. Try again on a stronger connection. Long audio files need a steady one.
  4. Check your team's storage. Open Team details from Settings and look at Storage: song files count toward your team's total.
  5. Check that you're online. The paperclip vanishes from a song when there's no connection, so its files can't be opened. Why buttons disappear offline

Good to know​

  • To free up space, delete files your team no longer needs, or move to a plan with more storage.
  • Anyone who can add files can also delete them, so someone else may have removed the one you're looking for.
  • If one file fails every time, send device logs straight after trying, then quote the code. Get a reference code for support