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Problems importing ​

Nothing came in from my old folder ​

Most likely causes

  1. The folder holds other project folders. Fix: pick one project folder at a time. Its videos and settings must sit directly inside it. The preview lists your videos.
  2. You picked a zip file. Fix: unzip it first, then pick the folder. The preview lists your videos.
  3. The folder has no settings file. Fix: check that the old project file sits inside it. If it does, contact support and send the folder listing.

Everything came in except one video ​

Most likely causes

  1. That file is over 2 GB. Fix: save a smaller copy. Then upload it into the new project yourself. The video joins the others.
  2. That file is not MP4, MOV or WebM. Fix: save it as MP4, then upload it yourself. The video joins the others.
  3. The upload dropped before the end. Fix: upload that one file again. The video joins the others. The rest of the import is fine.

I now have two projects and one is empty ​

Most likely causes

  1. The import ran twice. Fix: check that the other project holds your videos. Then delete the empty one. One project is left.
  2. The folder name could not be read. Fix: rename the project yourself. The new name shows in the list. See the guide "Rename or describe a project".

The progress shows numbers, not a percentage ​

Most likely causes

  1. There are two stages. Fix: you do not need to do anything. Files show a percentage. Saved annotations show a running count, such as 30 of 140. Wait for the count to reach the total. The import finishes.

A message covers the timeline after the import ​

Most likely causes

  1. It is the import result panel. Fix: click the X in the top right corner of the panel. The panel closes and does not come back.

The preview says "2 analysis configurations found" ​

Most likely causes

  1. Your old folder held saved analysis settings. Fix: you do not need to do anything. The import counts what it found and continues. To skip them, remove those files from the folder first.

My old annotations or empty tracks are missing ​

Most likely causes

  1. Your tab is showing an old version of the page. Fix: reload the page. Press Ctrl+Shift+R on Windows, or Cmd+Shift+R on a Mac. Then import again. Your old bars and your empty tracks both come across.
  2. The old file used a format we cannot read. Fix: send support the folder. See the guide "What imports keep and what they lose".

If the screen shows an error message, look it up in All error messages.

If it still does not work: contact support. Include the page address from the browser bar, the date and time, your browser and its version, the exact words on the screen, and what you clicked.