> For the complete documentation index, see [llms.txt](https://help.dscout.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dscout.com/recruit-participants/working-with-participants/what-if-a-participants-media-isnt-uploading.md).

# What if a participant's media isn't uploading?

What to do depends on where the participant was working. Uploads behave differently in the Dscout mobile app and in a desktop diary activity, so the advice isn't interchangeable.

### Desktop diary activities

In a desktop diary activity, media uploads **as soon as the participant answers a photo or video question**, and they can't move to the next question until it finishes. A failed upload shows them a **Retry** button on the spot.

That means two things for you:

* **Most upload problems get resolved by the participant in the moment**, before they ever submit. You'll see fewer missing-media surprises after the fact than you're used to from mobile.
* **When something does reach you, the fix is in the browser, not the app.** Reinstalling the Dscout app, updating it, or signing out and back in won't help—the participant wasn't using it.

Point participants to [Upload issues and troubleshooting steps for desktop Diary activities](https://participanthelp.dscout.com/diary-studies/diary-troubleshooting/upload-issues-and-troubleshooting-steps-for-desktop-diary-activities).

{% hint style="warning" %}
**Important:** Tell participants not to clear their browsing data for dscout.com, and not to switch browsers or computers, while an upload is unfinished. The file is held in the browser they started in, so clearing site data or moving to another machine loses it.
{% endhint %}

#### Example message for a desktop diary participant

"Hi there!

Looks like one of your uploads didn't go through. A few things that usually sort it out:

Open the entry again in the same browser on the same computer you started on—your photo or video is saved there, and you'll be able to finish the upload. If you see a **Retry** button, give that a click.

If it fails again, check your internet connection and try once more. Moving closer to your router, or plugging in with an ethernet cable, helps. A phone hotspot is worth a try if you're on a work or school network, which sometimes blocks uploads.

While an upload is still going, please keep the tab open and don't clear your browsing data—that's where the file lives until it finishes.

Here's a full guide if you need it: [Upload issues and troubleshooting steps for desktop Diary activities](https://participanthelp.dscout.com/diary-studies/diary-troubleshooting/upload-issues-and-troubleshooting-steps-for-desktop-diary-activities)

If none of that works, email <help@dscout.com> and they'll take it from there. Thanks for sticking with it!"

### Mobile app entries

If any of your scouts are having trouble uploading entries from the Dscout mobile app, have them take a look at [this comprehensive troubleshooting guide](https://participanthelp.dscout.com/hc/en-us/articles/35730994556564-Upload-issues-troubleshooting-steps-for-Dscout-mobile-app). (See an example message you can send participants below.)

90% of the time, if a photo or video doesn't upload correctly, it's due to connectivity issues; all your scout will need to do is connect to a strong WiFi signal and tap on the entry with an error to retry re-uploading the entry.

#### Example message you can send to scouts having trouble <a href="#example-message-you-can-send-to-scouts-having-trouble" id="example-message-you-can-send-to-scouts-having-trouble"></a>

"Hi there!

Looks like at least one of your entries didn't upload successfully. Would you mind connecting to a strong WiFi signal and trying again? It's also a good idea to make sure the Dscout app and your phone's operating system are both up to date.

If you're still having issues, go ahead and force quit the Dscout app and restart it, then sign out and back into your account. (If you've forgotten your password, just click the "forgot password" link to reset it.)

If all else fails, delete the Dscout app and reinstall it. All your profile data, study history, and any submitted entries will all be saved! Only entries that haven't been submitted successfully won't be saved.

Please take a look at this extensive troubleshooting guide if you need additional details:

[Upload issues and troubleshooting for Dscout mobile app](https://participanthelp.dscout.com/hc/en-us/articles/35730994556564-Upload-issues-troubleshooting-steps-for-Dscout-mobile-app)

If you're experiencing a problem that isn't listed in this article, please send an email to scout technical support at <help@dscout.com>. Thanks for your perseverance!"


---

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