Why uploads stop
An Alva Video Hosting upload runs in your browser tab, from Initializing upload... through Uploading video... to Finalizing upload.... Alva Courses retries a dropped connection automatically, up to five attempts, showing Connection interrupted. Retrying..., before it stops with a message.
Progress lives only in that tab. Reloading or closing the upload window ends the upload, and a sleeping computer can make it time out. A Shopify Files upload sends the file to Shopify, then waits while Shopify processes it.
Fix it step by step
1. Check the file type and size
Alva Video Hosting accepts MP4, MOV, WebM and M4V files; anything else shows Invalid file type. Please upload MP4, MOV, WebM, or M4V files. Your remaining video storage sets the largest file you can upload.
The Video block's Shopify Files upload accepts MP4, MOV and WebM files up to 1 GB, and Shopify limits uploaded videos to 10 minutes. For anything bigger, use Alva Video Hosting or paste a YouTube, Vimeo or Loom link.
2. Free up video storage
Alva Courses refuses a file bigger than your remaining video storage before the upload starts. Open Videos in the Alva Courses app menu and check the Storage card, which also counts space held by unfinished uploads and recently deleted videos.
Delete videos you no longer need, including leftovers stuck on Uploading. Deleted space isn't released instantly, so the remaining figure can take a while to rise.
3. Use the recovery buttons before starting again
When an Alva Video Hosting upload stops, the panel offers up to three buttons. Try them in order, in the same tab. Check status asks Alva Courses where the upload stands for up to a minute, and confirms it if it had in fact finished.
Retry existing upload continues the same upload; for files of 100 MB or more, it sends only the pieces not yet confirmed. Use it after an interrupted connection, a timeout or expired upload credentials.
Start new upload begins from zero and reserves the space again; the earlier attempt stays in the library, still holding its space, so delete it if you don't need it. If the message reads The upload could not finish. Check its status before starting another upload. with a short code beneath it, note the code for support.
4. Clear a video stuck on Uploading or Processing
Open Videos to see each video's status in the Video Library. Only Ready videos appear in a Video block's Choose from Library list.
| Status | What it means and what to do |
|---|---|
| Uploading | The upload was never confirmed as finished. If its upload panel is still open, click Retry existing upload. Otherwise, and only if no other tab is still uploading it, delete it with the delete icon on its row and upload the file again. |
| Processing | The file arrived, but Alva Courses hasn't finished confirming it; your video isn't being converted. In a still-open panel, Retry existing upload can finish it. Otherwise, contact support before deleting it. |
5. Reopen the app if your access needs attention
Your session or video hosting access needs attention. Reopen the app, then check the upload in your library. means Alva Courses couldn't confirm your admin session or your Unlimited Pro plan. Reload Alva Courses, which also picks up a recent plan change, then check the Video Library before uploading again. If the plan still isn't recognised, see Video hosting is still locked after upgrading.
6. Wait out Shopify's processing for Shopify Files uploads
After a Shopify Files upload, Alva Courses waits about 10 minutes for Shopify to process the video. If Shopify needs longer, the block says Your video was uploaded to Shopify Files but is still processing, so it hasn't been added to this block.
The video isn't lost. When it has finished processing, copy its link from Content → Files in your Shopify admin and paste it into the block's Or paste video URL field.
7. Check for a Shopify processing failure or trial store
If the block shows Video processing failed or Video is ready, but Shopify returned no compatible MP4 source, Shopify couldn't produce a playable MP4 from the file. Export the video again as an MP4 and re-upload it, or use Alva Video Hosting.
On a Shopify trial store, the block shows Your Shopify store is on a trial plan and the upload area is disabled: Shopify blocks video uploads to Files until you choose a paid Shopify plan. Until then, paste a YouTube, Vimeo or Loom link.
If you're still stuck
Email courses@alvaapps.com with the exact message, any code beneath it, the video's title and file size, and whether you used Alva Video Hosting or Shopify Files.
Common questions
Can I resume a video upload after reloading the page?
No. Alva Courses keeps an upload's progress only in the tab where it started. After a reload, delete the leftover Uploading video in the Video Library and upload the file again.
Why is my remaining video storage lower than I expect?
The Storage card also counts unfinished uploads and recently deleted videos. Their space is not released the moment you delete them, so the remaining figure can stay lower for a while.
Is a video on Processing being converted?
No. Alva Video Hosting does not convert your file. Processing means the upload arrived but Alva Courses has not finished confirming it. Retry existing upload can finish it while the upload panel is still open; otherwise, contact support.
Do learners see a video that is still uploading?
No. Alva Courses adds a video to a lesson's Video block only after the upload is confirmed, or after Shopify returns a playable link. Until then, the block keeps whatever it showed before.
See also
Was this helpful?
Last updated 2026-10-12