Troubleshooting page
Delivery Troubleshooting
Diagnose upload preparation, product files, entitlement, and expired download authorization.
SoundSync
Problem and next check
| Problem | Check |
|---|---|
| Upload finished but file missing | Job verification/attachment, product ID, intended file version, and job status |
| Direct upload expired | Start a new supported session; do not reuse an expired signed URL |
| Size or session mismatch | Use the expected file and exact returned upload headers; inspect the failed job |
| No files in library | Published product files, customer entitlement, and active recurring access where relevant |
| Unauthorized download | Correct customer/library proof and product ownership; developer preview permission is different |
| Expired link | Request a fresh authorized download rather than publishing the old signed URL |
| Refunded/revoked access | Inspect the affected product entitlement and policy; do not remove unrelated library products |
Support bundle
Provide safe product/file/job/order identifiers and the error code. Redact storage keys, signed links, serials, customer emails, and tokens. Do not make a private delivery asset public to bypass an authorization error.
Limits are specific to the configured upload/storage path. Use the current UI and returned API instructions rather than an invented universal file-size guarantee.
Delivery files up to 10 GB each
Each private delivery file can be up to 10 GB (10,000,000,000 bytes). Local multipart uploads retry interrupted parts. After a page reload, reselect the same file to reuse completed parts within 24 hours of starting the upload; the browser cannot silently reopen a local file.
Upload history shows the product, progress, and resume deadline. A remote-link import copies the file into private storage; retrying it may restart from the source rather than resume at the same byte. Protected or expired download links need a new direct link.
A file is attached only after its stored object, size, and upload session are checked. Incomplete uploads are not customer downloads. Public artwork and demos remain separate from private delivery files; attaching a file does not publish the product or grant ownership.
SoundSync
Recover an upload safely
Resumable upload guide
Same-file selection, expiry, attachment, and remote-file retries.