Having trouble uploading images and even embedded videos to my Product Tours. I tried sizing them down. Can't find any info on specifics to uploading images/videos since it's fairly straight forward.

Question

Milan · Accepted Answer

Hi @sethana​There is a limit for videos that you add as a video pointer if that is what you are asking:Only videos in .MP4 format are supported.Your video can be no larger than 40MB. The optimal size is under 10MB. Videos larger than this will take longer to load, which may create a delay in your tour.Your video will display in a 4:3 aspect ratio. You should create your videos using these dimensions.More: https://www.intercom.com/help/en/articles/2901124-personally-guide-customers-with-video-pointers-in-toursIf you embed the external video, there should be no issues as Intercom does not know the size of it. But since you said "I tried sizing them down" I think you are not embedding external video but actually importing (uploading) your own video and there should be a limit and requirements on that. Can you check if .mp4 under 40MB will work for you?

Sethana · Answer

Hi @user382​Thanks for your answer but I tried this with a video in these constraints. My embedded videos do not work either, only displaying a grey box with a frowning face :(No images I upload work either despite being 2KB and 200 x 60 px

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