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How can I resolve uploading issues?

If you are having problems uploading your content it is most likely that the files are delayed in the transfer and they may take some time to reach your content editor. So, we first ask you to wait some time before uploading again or contacting us.  Troubleshooting uploading: Make sure your browser is up to date, and that there are no problems with your internet connection or firewall. You may want to reset your internet connection or try a different browser - for FTP we recommend the most recent version of Firefox or Chrome and Cyberduck or Filezilla as your FTP Client If the files did not transfer correctly after some time, we recommend removing the unprocessed content and uploading them again. File names may contain only the characters a-z, A-Z,0-9, and *underscore* ( _ ).  Accented latin characters, and characters in non-latin alphabets are not permitted. Punctuation other than underscores (brackets, parentheses, quotation marks, etc.) are not permitted. We recommend uploading content in batches that contain no more than 25 clips. If you are uploading vectors with accompanying jpegs and there is a message that there was no matching jpeg, it means that the two files were accidentally processed separately, please remove both files and try again.  If you are uploading vectors with jpeg illustrations and you receive the message that the jpeg is too small ("must be over 4MP"), it also means that the two files were accidentally processed separately, please remove both files and try again.  If you receive the error message: "The clip's metadata could not be read, or the clip was only partially uploaded. Width: (unknown) Height: (unknown) Aspect: (unknown) Codec: (unknown)" it means that we did not receive the complete upload, most likely due to a transfer hiccup. Please remove the file, and try again. If you receive an error message in your FTP client about TLS settings, please turn TLS off. Set the FTP client to Passive Mode. If none of these troubleshooting tips work, turn on logging in your FTP client and email a copy of the FTP log and the date of the upload log to us at submit@shutterstock.com.

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