Recommended recording settings: record at 30fps in SDR and turn off HDR. Use H.264 for broad compatibility.
What is the maximum file size?
The maximum file size we can currently support is 5GB. If your file is greater than 5GB you'll need to compress the file before upload, you can achieve this with an open source transcoder such as Handbrake.
Why do videos fail to upload?
Video files uploads can fail for a few reasons, but they all fall broadly under two issues:
Interrupted connection - this could be your own internet connection, an issue at SupaPass or you've been timed out of SupaPass. Check your connection, refresh the page and try to upload again.
The file size is too large - we currently support files up to 5GB. You will need to compress the file before uploading.
There is an issue with the video encoding (the process of converting raw video to digital files). Read more about encoding issues in the section below.
Note
If your video was not originally recorded on a phone and does not use the H.265 codec (see below) please contact us and send the original video file.
Videos using HEVC format
How can I upload videos in HEVC format to SupaPass?
If an H.265 (HEVC) video fails to upload, try Safari or Edge, or convert the file to H.264 before uploading. Browser and device compatibility can affect HEVC files.
What is HEVC?
High Efficiency Video Coding (HEVC), also known as H.265, is a commonly used standard for recording video on mobile because it offers better data compression than other standards such as H.264. This makes the format great for recording video on mobile where storage space is an important consideration, but is less good for overall compatibility. This means you may need to take some additional steps to upload videos recorded on a mobile device to SupaPass.
Why can HEVC uploads behave differently between browsers?
HEVC support varies by browser, device and operating system. If a file will not upload, try the alternatives below rather than assuming the file is damaged.
HEVC (H.265) is a proprietary format based on a number of patents, this means that fees are charged to developers that use this format. Some developers will decide that their browser will not support HEVC as these can incur significant costs, until the cost is reduced or free versions made available HEVC will remain unsupported for many browsers.
Solutions to HEVC upload issues
If your HEVC file will not upload, try Safari or Edge. If the issue continues, or you cannot use another browser, convert the file to H.264 using the steps below.
Change your camera settings to higher compatibility
Recording using H.264 each time will ensure your videos get uploaded correctly to SupaPass. You can change the settings in your phone from higher efficiency (H.265) to higher compatibility (H.264) in your device settings.
iOS
Changing the camera settings on iOS is very simple.
Open the Settings app.
Search or scroll down to Camera.
Open 'Formats' and switch to Most Compatible.
Android
This step can vary slightly depending on the model of phone and the version of Android.
Either open the settings app and search for 'Video', then select the relevant camera option, or open the settings menu within the camera app.
In the video settings section, find setting for storage efficiency. For some apps this will be in the advanced settings.
Depending on how the phone is configured the 'Store videos efficiently' option may be on or off by default. Make sure this is toggled to off.
Convert the file to H.264
If you already have files using the H.265 format you'll need to convert them to H.264 format using transcoding software or in the export settings of your video editing program of choice. These instructions are for Handbrake (which is free), but there are other options available. There are options for mobile, but for best results you'll want to use something like Handbrake on a computer.
Open Handbrake and select the video file.
Configure the preset to Fast 1080p30.
In the video section, check that the Video Encoder is set to H.264 for maximum compatibility.
At the bottom of the window, set a location to save the file on your computer.
Click the start button.
Your video will then be transcoded. How long this takes depends on your computer spec and the size of the file. Once it's done, upload to SupaPass!
Should I keep several dashboard tabs open while uploading?
Use one SupaPass dashboard tab, especially during uploads. Multiple tabs can cause session or logout problems that interrupt your work.