If you do not see your uploaded file in your My Trints and Stories list, then your file has stalled in the upload phase and you should read on. If you do see your file in your My Trints and Stories list, please see the support article around transcribing issues.

  1. All files must be under 3 hours or 3 GB in size, anything any larger is likely to stall. Please split up larger files before uploading them to Trint.

    The file formats we support are:

    Audio: MP3, M4A, MP4, AAC and WAV
    Video: MP4, WMA, MOV and AVI

  2. If you are uploading from Dropbox, check that you have verified your email address with Dropbox.

  3. Check your browser. Trint works best with Google Chrome, so we recommend switching to it if you haven't already; additionally, it may be worth turning on incognito mode in Chrome to see if this resolves things.

  4. Disable extensions. Some third-party extensions (for example, Evernote, Adblocker, or Grammarly) will block or slow down certain functions on our site. If you’re running any of those on your browser, it would be worth disabling them for all Trint pages.

  5. Clear your cache/cookies, then try to log out and log in again.

  6. Check your network. Are you accessing Trint from a workplace or institutional network (college or university wifi for example)? If so, your administrator could be restricting access to certain parts of our site. Check with your IT team if any Filestack domains are blocked.

  7. Try converting your file to another format that we support. Even though the file is already in the format we support, conversion can iron out the issues that cause the file to fail to upload. We like to use Cloud Convert for this.

If none of these steps solve the problem, reach out to us at support@trint.com.

I’m uploading in bulk and the files won’t upload

If you’re uploading several files at once and the upload process is failing, check if one of the files is either over 3GB, over 3 hours long or in an unsupported format. If one file is incompatible, they will all fail to upload.

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