|Shortcut to this page: http://faq.ph9.com/faq_question.asp?key=1152&topic=my-picture-hasnt-uploaded|
|My picture hasn't uploaded|
You've tried to upload a picture to the website manager but it isn't working, or the old picture still appears.
#1) Did you upload a picture but it isn't displaying on the website or website manager?
This is the most commonly asked question about picture uploading.
You've uploaded a new image via the website manager to replace an existing image.
You didn't get any error messages, but the new image doesn't appear.
Why this happens
The internet (and web browsers) don't view a web page "live". What they do is download a copy of the web page to your computer, and then view it from your computer (this isn't specific to the way we work, it's just the way the internet works and has done for a very long time). If you replace an image on your website and the old one still appears, it's because your computer / web browser is still loading the old image.
This is commonly referred to as "caching".
You need to refresh the page which is showing the old / outdated image.
It's important that when you refresh that:-
For instructions on how to refresh, please click here.
If refreshing doesn't work first time, please try again and make sure you're looking at the right page as this does solve 99.999999999% of cases.
#2) Images you can upload vs images you can't
Please check to see if the image you're uploading is a valid / supported image.
You can upload the following types of images:-
Types of images you can't currently upload:-
Files which aren't actually images:-
The following aren't actually images, although sometimes they are mistaken for images. They can not be uploaded to a website as an image unless you convert them to an image first. Consult whoever provided you the file and ask them for a proper image format:-
#3) You got an error message
First, please read what the error message says and see if the message itself provides your solution. More often than not the error message explains what the issue is, and how to resolve it.
If you get an error about the image being too small, and needing to be at least 2000px, then please click here for details
For anything else, please raise a support ticket with a FULL copy of the error message and we'll do our absolute best to diagnose it and provide a solution for you.
Please check the speed of your internet connection. Click here for details.
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