If photo uploads fail at Pro Lab, the most common cause is using compressed WhatsApp copies, slow internet, or unsupported file formats. This guide walks you through every common upload issue and the exact fix.
Quick troubleshooting checklist
Before reading further, try these in order:
- Refresh the page and try again
- Check your internet — switch to stronger Wi-Fi or wired connection
- Use JPEG or PNG — other formats are not supported
- Upload originals, not WhatsApp-compressed copies
- Upload in smaller batches of 20–50 photos at a time
- Try a different browser — Chrome, Safari, Firefox, Edge (latest version)
Common upload errors and fixes
"File format not supported"
Cause: You tried to upload a HEIC (iPhone), RAW (DSLR), TIFF, BMP, or other unsupported format.
Fix:
- iPhone HEIC: Go to Settings → Camera → Formats → Most Compatible to save future photos as JPEG, or convert existing HEIC files to JPEG using a free online converter
- RAW files: Convert to JPEG using Lightroom, Photoshop, or your camera's bundled software
- Other formats: Use a free online converter to save as JPEG or PNG
"Upload failed" or upload stops midway
Cause: Internet connection dropped or timed out.
Fix:
- Switch to a stronger Wi-Fi network
- If on mobile data, switch to Wi-Fi
- Pause other downloads/streams that are using bandwidth
- Try uploading in smaller batches of 10–20 photos
- Don't close the browser tab while uploading
"File too large" warning
Cause: Some very high-resolution RAW conversions or scans exceed the per-file limit.
Fix:
- For RAW conversions: export as JPEG at highest quality — typically 3–10 MB per file
- For scans: resize to a reasonable resolution (300 DPI at print size is enough)
- Most modern phone and camera JPEGs are well within limits
Photos appear with low-quality warnings (yellow or red)
Cause: The photo's resolution is below the recommended 300 DPI for your chosen print size.
Fix:
- Re-upload the original — if you used a WhatsApp copy, find the original on your camera/phone
- Choose a smaller print size — a 1200x800 photo prints sharp at 4x6" but not at 16x24"
- Use a different photo of the same moment if available
- Apply AI enhancement — helps borderline photos but cannot fix severely low-res ones
See our File Resolution & Quality Requirements article for exact pixel sizes per print size.
Photos uploaded out of order
Cause: The editor often follows filename order initially.
Fix:
- Rename files in desired sequence before uploading (e.g.
01_ceremony.jpg,02_reception.jpg)
- Or simply rearrange in the editor using drag-and-drop after upload
Some photos uploaded, others failed
Cause: Mixed connection issues or individual file corruption.
Fix:
- The editor flags which photos failed — re-upload just those
- If a specific file keeps failing, open it on your device to confirm it's not corrupted
- Try re-saving the photo (open in Photos app, then export/save a copy) and upload the new version
"Browser not supported" or weird visual glitches
Cause: Outdated browser or browser extension interference.
Fix:
- Update your browser to the latest version
- Disable ad blockers, VPN extensions, or privacy extensions temporarily
- Try an incognito/private window
- Try a completely different browser
When to contact support
If you've tried all the above and still can't upload, contact us with:
- A screenshot of the error message
- The file format (JPEG, PNG, HEIC, etc.) and approximate file size
- Your browser and operating system
- Your account email
Contact:
- Email: support@prolab.in
- Phone: +91 99803 99806 (Mon–Sat, 10 AM – 6 PM IST)
- Live chat: Available on the Pro Lab website
Our team typically responds within one business day.
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