When using Google Chrome on your iPhone to upload content to your Campaign Details page, you might see an error message related to your file format, or you may find that your video content plays without any audio.
Warning: Content must be saved as .jpg, .jpeg, .png, .svg, H.264, or AVC files. HEIC (High-Efficiency Image Container), HEVC (High-Efficiency Video Format), and Apple ProRes codecs are the default file formats when capturing images and videos on iPhones. These three options save files in higher quality and take up less storage space. While they are generally preferred by the Apple operating system, these file types are not universally supported by all internet browsers and may result in your file not being accessible to your Campaign Manager for review.
Additionally, in rare cases, the audio on your video may utilize Apple Lossless Audio Codec (ALAC), which is an audio encoding format that is not compatible with all video players.
💡Tips for a Successful Upload
Although .HEIC, .HEVC, and ProRes files and ALAC audio aren't supported in Chrome, here are some workarounds you can explore:
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Turn on your iPhone's Most Compatible Settings.
To do this, navigate to Settings → Camera → Formats → Most Compatible. This will ensure that videos are recorded in H.264/AVC.
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Convert the image or video file to a supported format.
Keep reading to learn how to convert a file from .HEIC to .jpg, .jpeg, .png, or .svg through Windows or MacOS. To convert a .HEVC or ProRes video file to H.264, AVC (or other widely-supported video format like .mp4), you will need video editing software that will allow you to re-save your file to your desired output.
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Convert your ALAC audio to a supported format.
Use video editing software to change the audio format on your video from ALAC to a more widely-supported option like AAC, FLAC, Opus, or MP4. Note that if you are using the iPhone Voice Memo app to record voiceovers for your videos, you will need to ensure that your iPhone Settings > Voice Memo > Audio Quality is set to Compressed rather than Lossless. This setting ensures that your video files play with sound once uploaded to your Campaign Dashboard.
How to Convert .HEIC Files
Windows
- Navigate to the content in File Explorer.
- Right-click on the content and hover over Open with.
- Select the Photos app.
- In the app, click See more.
- Select Save as.
- Review the location of the file and Save as Type section.
▸In the Save as Type section, choose one of the supported file formats. - Upload the file to your Campaign Details page.
MacOS
- Navigate to the content in Finder.
- Right click on the file, and navigate to the Quick Actions option.
- From the Quick Actions menu, select Convert Image.
- In the window that appears, select a supported file format from the Format dropdown.
- Save your changes.
- Upload the file to your Campaign Details page.