Troubleshooting upload issues

"Photos uploaded but I don't see them in the gallery"

The most common cause: the variants (thumb / med / full sizes) didn't generate, even though the original landed in storage. The gallery viewer falls back to the original when variants are missing, but the admin grid sometimes shows blank tiles until variants exist.

Fix: Frames tab → Rebuild thumbnails (top-right of the photo grid). Force-regenerates every variant. A 100-photo gallery rebuilds in about a minute.

"Upload progress stalled at 80%"

The multipart upload has a few stages: parts upload to R2 → R2 stitches → server probes EXIF + generates variants. The 80% boundary is usually the server-side finalize step. Wait 30 seconds; if still stalled, check the upload panel (bottom-right) for an error message.

If a specific photo's progress is "error", the panel offers a retry. The original is preserved across retries; we don't re-upload from scratch.

"EXIF data is missing"

If you uploaded photos before mid-2026, the EXIF parser only stamped the JSON blob, not the dedicated columns. Frames tab → Re-read EXIF re-probes every photo's original and populates the camera, lens, capture time, and GPS columns.

"I tried to upload RAW files and they got rejected"

Encore accepts JPEG, PNG, WebP, HEIC / HEIF, AVIF, and TIFF for stills, plus MP4 and MOV for video. Camera-vendor RAW formats (Canon CR2 / CR3, Sony ARW, Nikon NEF, Adobe DNG) are not accepted directly — export to a JPEG, HEIC, or TIFF from your editor first. The platform is built around delivery files, not the raw negative. If you need the original ingested as-is for archival, the Import flow accepts a zip of mixed formats and is the right surface for that workflow.

"I'm hitting the storage cap"

Settings → Billing shows your usage live. Each plan tier's quota is documented in the Plan tiers article. Storage is computed from photos + variants on a non-archived basis. Archiving a gallery doesn't free space until the trash purges (30 days), but moving photos to trash within an existing gallery does free space immediately.