Video freezing on upload

I'm trying to upload a 3mins MP4 to my membership area..

It keeps freezing on upload! Tried a different video no change.

Tried other browser and also didn't WiFi. It freezes in the same place every time.

Squarespace taking 5+ to reply and they krro sending me the same links

36 minutes ago, Kellyjleather said:

I'm trying to upload a 3 mins MP4 to my membership area. It keeps freezing on upload!

This does sound like a connection issue - at one end or the other - but it's impossible for forum users to investigate further with a technical issues like this.

If you've confirmed the reliability of your internet upload connection (there are various tools online to help with this) then I recommend you open a chat session with Squarespace Customer Care. Live chat is usually available Monday-Friday between 4AM and 8PM ET and from 10AM to 6PM AEST but I'm aware that today is a holiday in many locations.

2 hours ago, paul2009 said:

This does sound like a connection issue - at one end or the other - but it's impossible for forum users to investigate further with a technical issues like this.

If you've confirmed the reliability of your internet upload connection (there are various tools online to help with this) then I recommend you open a chat session with Squarespace Customer Care. Live chat is usually available Monday-Friday between 4AM and 8PM ET and from 10AM to 6PM AEST but I'm aware that today is a holiday in many locations.

Thank you, I have tried at both my office WiFi and home WiFi. Will hopefully try the chat tommmorw as the email response is just too slow. I'm ment be launching on the 1st so stress levels are very high.

Happening to us too...have been live chatting with Squarespace again today (as well as yesterday), it's an issue on their end and they are trying to resolve the issue, couldn't give me an estimated timeframe as to when it will be fixed though.  Not happy.

5 hours ago, Doug75 said:

Happening to us too...have been live chatting with Squarespace again today (as well as yesterday), it's an issue on their end and they are trying to resolve the issue, couldn't give me an estimated timeframe as to when it will be fixed though.  Not happy.

Good I'm not the only one ! 

They have emailed me saying the same thing. Hopefully will be fixed before my launch in 1june

Hey Kelly, I know you posted this over a year ago but I am currently in the same boat. Have you been able to find a fix for this? For me it progressively gets harder and harder to upload the more I upload, however I have only uploaded 16 videos, totaling less than 3 hours. I am paying for the 50 hour plan so this is very irritating, and stressful as I have obligations. 

Hi everyone,

I have been trying to upload a video for the last 9 hours. It is only 1gb and less than 10 minutes long, yet each time the upload just stalls. It is the exact same situation as this poster shared over a year ago:

However, there is no solution in that thread. My wifi has absolutely zero issues, and in the past I have been able to upload videos with minor issues. By minor issues, I mean this exact same issue, but it was much rarer. It seems to get progressively worse each time I upload however, with this time not being to even upload a single video.

Which makes me wonder if it is something to do with the site getting heavier. However there are only 16 videos uploaded on my site, with less than 3 hours total of video. 

I have paid for the 50 hour video subscription, and I have obligations to my customers to post weekly. This is seriously making me reconsider using Squarespace for video hosting as it is a waste of my time and money at best, and a crisis at worst as I cannot fulfill my obligations. 

Have you shared the file with Squarespace Customer Care for them to investigate?

Hey Paul, thanks for replying. I have looked into the issue and have found that my connection is unstable. I'm paying for a premium internet plan so I didn't expect this to be the case, but I haven't had any maintenance in 6 years so I'm thinking that is the cause. Along with this fact and that I haven't had issues uploading videos on YT or Patreon lead me to think that my internet wasn't the issue, but it seems Square is more sensitive to latency fluctuations as after I restarted my router, I was able to get it uploaded last night. I was checking where the uploading would freeze while checking my stability in another window, and it always correlated with big lag spikes.