Troubleshooting upload issues for desktop Diary entries is a little different from upload issues with mobile entries. When you submit your entry in a desktop activity of a Diary mission, you will see a progress bar graphic, indicating that your upload is in progress. Once the upload has completed, the loop graphic will be replaced by a confirmation message, and you can safely navigate away from the page or close your browser.

If you have Chrome native notifications enabled on your computer, you will also receive a system notification when your upload completes successfully, or if it fails.

Upload taking forever? Entry uploaded, but media didn’t? Read on to identify the different types of upload issues and how to fix them:

• Upload still in progress after several minutes
• Entry uploaded, but media didn't
• Entry disappeared
• Enabling Chrome native notifications for uploads

Upload still in progress after several minutes

Check the Uploads tab in the dscout Chrome Extension pop-up

You can check the status of the upload by accessing your Uploads tab in the dscout Chrome extension pop-up. 

1. Click on the dscout Chrome extension icon in your browser to open the extension pop-up. 
2. You'll see a red dot next to the Uploads tab if you have an upload in progress. Wait for the upload to complete before closing your browser to ensure your entry has successfully uploaded to your mission. 
   
   While waiting for the current upload to finish, you can continue making additional entries in the mission by navigating to the Missions tab of the Chrome Extension pop-up and clicking on the mission. From the Mission Details page, click “New Entry” to begin another entry.
3. If the upload has failed, you can tap the Retry button to restart your upload. 
   
   
4. If there isn’t an upload in progress and your entry upload is still in progress, you’ve encountered a bug. Log out of your account by clicking the Sign Out button in the extension pop-up. Then log back in and check the Mission Details page to see if your entry is considered submitted (entry thumbnail will show a number) or still in progress (entry thumbnail will show a “play” icon).
   
   

Pro tip: The Uploads tab will only show active and failed uploads. If you don't have an active upload in progress or a failed upload to retry, there won't be anything in the Uploads tab.

Entry uploaded, but media didn't

If your video or photo didn’t upload even though your entry appears to have uploaded properly, your mission leader might reach out to you via our in-app messaging feature or they might comment on the entry with the missing media to notify you about it.

To fix this issue, you can choose one of the following methods:

Re-try failed upload

If your mission leader reaches out to you (via in-app messaging or commenting on the entry in question) to notify you that your media didn’t upload even though your entry was successfully submitted, you can check the Uploads tab in the Chrome extension pop-up to see if any uploads failed. Check it out below.

Email your missing media to your mission leader

If your mission leader reaches out to you (via in-app messaging or commenting on the entry in question) to notify you that your media didn’t upload even though your entry was successfully submitted, you can email them the missing media. Follow the steps to do so:

1. With your mission leader, identify the entry in question. You may have, for example, successfully submitted Entry 1 in Activity 1, but with a failed video.
2. Open the Uploads tab in the Chrome extension pop-up and find the affected entry. You should see a Download icon next to your upload. Use this button to save the media to your computer.
3. Log into your email.
4. Send an email to help@dscout.com with your missing media file attached. 
5. In the body of your email, please make sure to mention the mission name, activity name, and entry number. If you know the name of the dscout employee who is leader the mission, please be sure to write ATTN: [their name] in the email's subject.

Note: The above steps are for troubleshooting missing media for entries submitted on desktop. If you’re trying to fix missing media for an entry you submitted via the mobile app, learn more here.

Entry disappeared

If your entry has disappeared, this likely means that the entry never finished uploading before you exited your browser session. If your entry disappeared without you closing your browser, please email help@dscout.com so our Support team can investigate and report the problem if necessary.

Enabling Chrome native notifications for uploads

Enabling Chrome native notifications can help you to monitor upload success or failure when participating in desktop Diary missions.

To enable Chrome native notifications for Mac: 

• Open System Preferences and click Notifications. 
• In the left sidebar, select Google Chrome and turn the Allow Notifications toggle on. 
• You can further customize your Google Chrome notification preferences as desired. 

To enable Chrome native notifications for PC: 

• Open Settings, then click on System, and click on Notifications. 
• Under “Get notifications from these senders,” select Google Chrome and toggle Notifications on. 
• You can further customize your Google Chrome notification preferences as desired.