Fix upload problems: refused files, limits and stuck imports - Help Center

The upload panel never leaves a photo out without saying so: each photo has a row, and the row says what happened to it. This page lists what a row, the panel and the server can say, for the panel on Create Tour and in the Add Panorama and Replace Scene Asset windows.

When you choose files

A file is red and marked `Can’t use`

The panel cannot take the file, and its row gives the reason. Nothing of such a file is uploaded. In the Add Panorama window the row is in the checked list, and a red chip counts them (2 can’t be used). On Create Tour, where photos start as soon as you choose them, the rows are at the top of the list under a line such as 1 file could not be used, until you click Hide.

The row says	It means	What to do
`It is a PNG, and only JPEG and TIFF photos are taken`, or the same for a WebP, a HEIC or a GIF, or `It is a .pdf file, and only JPEG and TIFF photos are taken`	The file is not a JPEG or a TIFF. The panel goes by the file's name and by its first bytes.	Export the panorama as a JPEG or TIFF.
`It is a PNG named .jpg (JPEG or TIFF photos only)`	The name says JPEG or TIFF, but the file is another kind. Renaming a file does not convert it.	Export it again as a JPEG or TIFF.
`It is not an image this page can read`, `Its header cannot be read`, `The file is empty`, `The file could not be read` or `The file is cut short (unreadable)`	The file is damaged or incomplete, for example a copy that did not finish.	Copy or export the file again.
`It uses arithmetic coding, which cannot be read`, or for a TIFF `Its compression (TIFF code 7) cannot be read` or `It has 32 bits a channel` (the numbers are your file's)	The file is a JPEG or TIFF of a kind the panel cannot read.	Export it again with your program's standard JPEG settings.
`It is 6000 × 4000 px; a 360° photo is twice as wide as it is high`	The photo's width divided by its height is outside 1.9 to 2.1, so it is not a full 360 photo. The numbers are those of your file.	Export the full 2:1 panorama, not a crop.
`It is 24,000 px wide, over the 23,000 px limit`	A sphere is wider than 23,000 pixels.	Export it smaller.
`Not a cube set: the cube set has no _u, _d face`, `a cube face is not square`, `the cube faces are not all one size` or `its faces are 17000 px, over the 16,000 px limit`	Square images were found, but not six faces of one cube with the same name before the suffix and the same size, or the faces are too big.	Choose all six files together, with names ending `_f`, `_b`, `_l`, `_r`, `_u` and `_d`.
`It is not added: it is 20,000 px wide, and the most we can make on our servers is 16,384 px: this device cannot make it itself.`	This device cannot make a photo that big into tiles, and Panoramr's servers take a sphere up to 16,384 pixels wide.	Add it from a computer with more memory, or export it 16,384 pixels wide or less.
`It is not added: a cube set can only be made on a computer.`	A phone or tablet cannot add a cube.	Add it from a computer.

Photo requirements lists all the rules.

A line says a photo is `not exactly 2:1: it is fitted to the sphere`

That is a note, not a refusal. A photo whose width divided by its height is between 1.9 and 2.1 is taken and fitted to the sphere, and the line gives its size. In the checked list of the Add Panorama window its pill reads Will be fixed. If the picture then looks stretched, export it at exactly 2:1 and put that in with Replace Original File.

Files from a folder were skipped

Choose a folder, or a folder you drop, is searched through its subfolders. Files that are not photos are left out and counted on a chip such as 3 files skipped: click the chip to see each name with its reason. One choice takes up to 500 files; with more, the panel says A drop takes up to 500 files; the first 500 were looked at.

A row is marked `Already added`

The same photo is there already, and this copy is left out. Nothing of it is uploaded.

Same file as one already in this list. This copy is left out: you chose the file twice.
Already in this tour or Already in your library: a panorama there has the same file name and the same contents.

Click Add it again on the row if you do want a second panorama of it.

A row says `Your choice` and nothing of it uploads

The file has the same name as a panorama in this tour, but other contents, as an export you made again has. The row asks, for example, New version of “Sky bar”? and waits for you. The other photos carry on meanwhile.

Replace puts the new picture into that scene. The scene keeps its name, its hotspots, its place in the tour and its settings.
Add as new adds it as another panorama.
Skip leaves it out.

With two or more such rows, a line above the list offers Replace all 3 (with your number) and Skip all. Until every row is decided the panel says 1 needs your choice, and the import is not finished. Names are compared within one tour only (in the Asset Library's window, among the library's own panoramas), without the extension. A panorama that was added before this check existed is not matched.

I chose more than my plan has room for

The panel adds as many as your plan can still hold, the first ones first.

In the Add Panorama window: a red chip says only 4 fit on your plan, and the line at the bottom says how many are left on your plan afterwards. When you click Import Panoramas, the Panoramrs tab shows a box titled Vault Limit Reached with You can add 4 more on your plan.; its Upgrade Tour button opens the tour's Settings tab. The Tour tab shows a box titled Upgrade Required with the same line and Manage Details. Dismiss closes either. The Asset Library shows no box.
On Create Tour: the first ones are added and the rest are left out without a message. The options beside the panel say how many panoramas are left on your plan.

See How many photos you can add.

A big file takes a long time

The panel leaves no file out for how many megabytes it is, whether or not you are signed in. A file of 250 MB or less works best. A larger one (a 500 MB TIFF, for example) is still taken, but it takes longer to read and to make into tiles, and it needs a recent computer with plenty of memory. If it is too slow, export the photo as a JPEG, which is far smaller, and add that instead. The largest size in pixels is another matter: see Photo requirements.

Create Tour says my browser is not supported

The page reads This page works in Chrome, Edge, Firefox, Opera and Safari 15 or later. Your browser is not supported yet, so please open this page in one of those. Open the page in one of them.

While the import runs

What a row's stage means

The row says	What is happening
`Waiting`	The photo has not started. A computer makes up to three at a time, fewer when they are large; the line reads `Starts when one of the others is done`.
`Processing 40%`	Your browser is making the photo into tiles.
`Uploading 40%`	The tiles are going to Panoramr's storage.
`On our servers`	The photo was sent whole, and Panoramr's servers are making its tiles. The line says why, for example `made on our servers: a phone or tablet sends its photos to our servers to be made`.
`Ready`	The panorama is in the tour, or in your library.
`Prepared`	Create Tour without an account: the tiles are made and `kept on this device until your tour is made`.

Above the rows, one bar shows the whole import in three steps, Checking, Preparing and Uploading, with a line such as Step 2 of 3 · Preparing your photos, how many are ready (2 of 5 ready) and about how long is left.

A row is red and marked `Failed`

The row gives the reason and a Try again button. The other photos carry on.

The row says	What to do
`The connection was lost. Check it, and the photo carries on when you try again.`	Check your connection, then click Try again.
`Panoramr did not answer. Your photo is kept: try again.`	Our server did not answer for about two minutes. Click Try again a little later.
`We could not add that photo just now. Please try again.`	The general message: the detail goes to our team, not to the page. Click Try again; if it repeats, write to us.
`We could not make that photo.` or `Making that photo took too long. Please try again.`	Our servers could not make the tiles of a photo that was sent to them. Click Try again, or add the photo from a computer.
`There are too many photos on their way at once. Wait for some to finish.`	Wait until some rows are `Ready`, then click Try again.
`Your sign-in has run out. Reload the page and sign in again.`	Reload and sign in. The list is kept: see After a reload.
`Uploading to our storage is not set up for this site yet. Please try again later.`	Your browser could not reach the storage at all. Try again later, and write to us if it stays.
A sentence about your plan, a Vault or hosting	See the limit messages.

If the photo's file is no longer held by the page, Try again turns the row to Needs the photo with Choose this photo again to try again: choose the same file again.

A row says `Waiting for Panoramr to answer…` or `Waiting for the connection…`

Nothing has failed. When our server is slow to answer, or your connection drops, the photos that are held up say so and carry on by themselves; the line above the rows reads Waiting for Panoramr to answer. It carries on by itself. Only after about two minutes without an answer does a photo fail, with Try again.

A row fails with a message about a limit

The server refuses a photo that would go over your plan, and the row gives its reason:

You have hit your global storage limit of N panoramas. Please upgrade your subscription or delete old panoramas to upload more. Your account holds as many panoramas as your plan allows, with the Vaults that are running.
Your panoramas take N on disk, originals and the trash included, and your plan keeps up to M. ... The files of your panoramas fill the room your plan keeps for them. Very large files do it, not the number of panoramas. Delete panoramas you no longer need, empty the trash (a panorama in the trash keeps its files until it is deleted for good), or upgrade.
This tour is in plan hosting, which has room for N more panoramas ... The tour is hosted in your plan, or listed on Explore, and that place has no room for the photos. Take the tour out, take another tour out, or put the tour in a Vault.
This tour is in a Vault that holds N panoramas and has room for M more ... The Vault the tour is in is full. Make the Vault bigger: see Make a Vault longer or bigger.

The photo is not added. To make room in a tour, click the delete icon (tooltip Delete Panorama) on a scene in the Tour tab and choose Remove from Tour, which keeps the panorama in your library. To make room in the account, choose Delete Panorama (Everywhere): panoramas in the trash do not count. Then click Try again on the row. The plans and their numbers are in Photo requirements; Pricing shows the plans.

The panel asks for files again after a reload

After a reload, a line above the rows can read 4 photos need choosing again: the page was reloaded before they were saved on this device. Those rows are marked Needs the photo. Click Choose them again and pick the same files: they are matched by name and size and carry on. Remove them takes them out instead. The photos that were already in the tour stay, and the others carry on without you.

I closed the window or left the page

Signed in, you can close the Add Panorama window or move to another page of Panoramr: the photos carry on, in a small box in the corner of every page. Click it for the list; Open the list shows the whole panel again, and Clear the finished empties it of the rows that are over.

Closing the tab or reloading stops the work, and your browser asks you first. Photos that were Ready stay in the tour. The list is kept in that browser for 48 hours, and the rest carry on when you open Panoramr there again. A photo whose file was not saved on the device in time has to be chosen again.

I want to stop an import

Click Cancel at the top of the panel. It asks Stop the import? Photos already in your tour stay; the rest are removed. with Stop import and Keep going.

Create Tour says `Your tour was not uploaded`, or `Your tour was not made`

Without an account, the line Your tour was not uploaded. at the top of the panel is followed by the reason and Try again: for example Too many tours were started from this address. Please try again in an hour, or create a free account., or Please complete the security check, then try again. Signed in, if you left Create Tour while the photos were going in and the tour could not be finished, a box in the corner of the page says Your tour was not made, with None of your photos could be added, so no tour was made. or We could not make your tour just now. Please try again.

After the import

A scene shows Syncing to Cloud... for a long time

See How a panorama import works.

Only some panoramas arrived

A photo marked Can’t use, Already added or Failed is not in the tour, and neither is one that still waits for your choice or for its file. Open the list from the box in the corner of the page, or add the missing photos again.

A published tour shows fewer scenes than the editor

A tour is published whole, so the cause is not a limit. Check, in order: the scenes were added after the stored copy was built (see My changes do not show for visitors); the tour uses Draft Workflows and you have not clicked Publish Changes; the scenes are in the trash. A tour that still has an old term with a scene limit can show a line in the scene list, Limit Reached, with the scenes below it dimmed: contact us.

My TIFF behaves differently

The panel takes TIFF files like JPEG files. A TIFF gives no camera facts or location, and while it waits its row shows the word TIFF in place of a picture, because most browsers cannot draw one. A TIFF with a compression or a color depth the panel cannot read is refused with the reason on its row: export it as a JPEG.

Photos from the Create Post page

That does not look like a 360° panorama: it is W × H, and a panorama is twice as wide as it is tall. Choose the full 360° photo your camera or app made. The photo's width divided by its height is outside 1.9 to 2.1. Click Choose another image.
We could not read that image. Export it again as a JPEG, PNG or WebP and try again. The server could not read the file. Export it again.
That photo is W × H, larger than the 16384 × 8192 we can take. Export it at 16384 pixels wide or less and try again. Export it smaller.
That photo is larger than the 100 MB we can take. Export a smaller file.
Choose a JPEG, PNG or WebP photo. The file is another type, such as a TIFF or HEIC.
We could not store that photo just now. Please try again. Try again in a moment.
A dropped connection first shows Waiting for a connection…: the photo is sent in pieces and the page tries each one again by itself. If it gives up, Retry Upload carries on from the first piece that did not arrive.
Upload Failed. Please try again. with Retry Upload is the general message. It also appears if your email address is not confirmed yet: the server answers Your email address is not verified., which the page does not show.
You have hit your global storage limit of N panoramas. Please upgrade your subscription or delete old panoramas to upload more. Your account holds as many panoramas as your plan allows (250 on Free). Delete panoramas you no longer need, or upgrade.
Nothing happens when you click Share. A title over 255 characters or a caption over 1,000 is refused without a message. Shorten it and click Share again.
Building 3D VR... stays on a post's picture until the server has made its copies. After an hour it is made again once. If it is still unfinished an hour after that, it is marked failed and you see We could not prepare this photo. Click Try again: Panoramr makes the copies again from the original it kept, without sending the photo again. Only if that says This photo can no longer be prepared. Please upload it again. do you upload it again.

Still stuck?

Write to moc.rmaronap@tcatnoc, or use the contact page. Include the tour and panorama name, the exact message (it can end with a reference in brackets, such as (Reference: ab12cd34): copy it), your browser and, if you can, the file's type and size.