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Error message when uploading image to Knowledge article: "There was an error uploading your file"


I’m a technical writer, new to Intercom and exploring its knowledge capabilities. I’m unable to upload new images or copy & paste images to my Knowledge articles — instead, I receive the error message “There was an error uploading your file” (and a prompt to try again, which doesn’t change anything).

Can I get help resolving this issue? Thank you!

Here’s an example:

 

Best answer by Nur Nahid

The error you’re encountering when uploading images to your Knowledge articles could be due to a few common reasons. Here's how you can troubleshoot and resolve it:

 

Check File Format and Size: Ensure the images you’re uploading are in a supported format (e.g., JPG, PNG) and meet the size limits. Compress larger files if needed.

Clear Cache and Cookies: Sometimes, browser issues can interfere with file uploads. Clear your cache and cookies or try accessing Intercom in an incognito/private window.

Test with a Different Browser: Certain browser extensions or settings can conflict with uploads. Switch to a different browser (e.g., Chrome, Firefox) to see if the issue persists.

Verify Permissions: Ensure you have the appropriate role and permissions within Intercom to edit and upload content in Knowledge articles.

Internet Connection: Check your connection speed and stability. A slow or unstable connection can interrupt file uploads.

Try a Different Image: Test with a simple, smaller image file to see if the issue is specific to certain images.

Contact Intercom Support: If the problem continues, reach out to Intercom’s support team. Include details like your browser, file type, and any steps you’ve already tried. They can investigate further or confirm if it's a known issue.

 

Hope this helps!

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3 replies

  • Author
  • New Participant
  • 1 reply
  • January 15, 2025

I figured out my problem here — my adblock extension in my web browser was blocking images from loading in Intercom. I was also unable to view images in public articles published by other members on our team.

Is this a common behavior? Is everyone who views our knowledge base with an adblocker installed going to be unable to view screenshots and other images?


Nur Nahid
Super User ✨
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  • Super User ✨
  • 95 replies
  • Answer
  • January 17, 2025

The error you’re encountering when uploading images to your Knowledge articles could be due to a few common reasons. Here's how you can troubleshoot and resolve it:

 

Check File Format and Size: Ensure the images you’re uploading are in a supported format (e.g., JPG, PNG) and meet the size limits. Compress larger files if needed.

Clear Cache and Cookies: Sometimes, browser issues can interfere with file uploads. Clear your cache and cookies or try accessing Intercom in an incognito/private window.

Test with a Different Browser: Certain browser extensions or settings can conflict with uploads. Switch to a different browser (e.g., Chrome, Firefox) to see if the issue persists.

Verify Permissions: Ensure you have the appropriate role and permissions within Intercom to edit and upload content in Knowledge articles.

Internet Connection: Check your connection speed and stability. A slow or unstable connection can interrupt file uploads.

Try a Different Image: Test with a simple, smaller image file to see if the issue is specific to certain images.

Contact Intercom Support: If the problem continues, reach out to Intercom’s support team. Include details like your browser, file type, and any steps you’ve already tried. They can investigate further or confirm if it's a known issue.

 

Hope this helps!


  • New Participant
  • 1 reply
  • January 21, 2025

To solve the issue of the error message "There was an error uploading your file" when uploading an image to a knowledge article, here are a few potential solutions:

  1. Check File Size: Ensure that the image you're uploading does not exceed the allowed file size limit. Most platforms have restrictions on file sizes, and exceeding this can cause upload errors. Try reducing the image size and uploading again.

  2. Verify File Format: Make sure the image is in an accepted format (e.g., JPEG, PNG, GIF). If you're using a non-standard format, it might not be supported by the platform.

  3. Check Internet Connection: A weak or unstable internet connection can lead to incomplete uploads, resulting in errors. Try uploading the file again when your internet connection is stable.

  4. Clear Browser Cache: Sometimes, issues can arise due to browser cache or cookies. Clear your browser's cache and cookies and try uploading the image again.

  5. Permissions and Access: Ensure that you have the necessary permissions to upload files to the knowledge article. If you're not the administrator, you might not have the correct access level to upload images.

  6. Try a Different Browser or Device: If the error persists, try using a different browser or device to see if that resolves the issue.

  7. File Corruption: The file you're trying to upload might be corrupted. Try opening the image on your device to check if it's working properly and try uploading it again.

If you're looking to speed up the process or overcome any technical limitations, you can also use services like GrowSocialFans, which help increase visibility on your platform and can streamline uploading and engagement processes. Visit GrowSocialFans to learn more.

 

 

 


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