Upload Troubleshooting

Get unstuck fast when uploads stall, fail, or timeout by identifying the root cause and applying the fix that matches your situation.

Written By Nira.app

Last updated 9 days ago

Prerequisites

  • Active Nira account with upload permissions

  • Basic understanding of your file type (mesh, point cloud, 3DGS, orthomosaic)

  • Network connection stable enough for your file size (see network guidance below)

Step 1: Check Your File Format

This is the #1 cause of upload failures. Before investigating upload states, confirm your file is supported.

Supported formats by asset type:

Asset Type

Supported Formats

Mesh (static)

OBJ, FBX, glTF/GLB, DAE, ABC, PLY, STL

Mesh (animated)

FBX, glTF/GLB, DAE, ABC

Point Cloud

LAS, LAZ, E57

3DGS (Gaussian Splats)

Uncompressed PLY only

Orthomosaic

GeoTIFF (.tif/.tiff) with alpha channel

Camera Alignment

CSV (RealityCapture), TXT/XML (Metashape, DJI Terra)

Formats that will NOT work — do not attempt to upload:

  • Point cloud: PTS, PTX, XYZ, RCP, RCS, FLS, LGS, COPC LAZ, compressed LAZ (7z), PLY point clouds

  • 3DGS splats: .splat, .spz, .ksplat, compressed PLY, .glb non-uncompressed, .glTF, USD, LCC

  • Mesh: Tiled models (e.g., Metashape's tiling option)

The most common mistake: uploading a PLY point cloud when Nira expects a mesh PLY. PLY files can be point clouds, meshes, or 3DGS splats. Make sure you're uploading the right type. Point clouds belong in LAS/LAZ format instead.

If your file is unsupported, see Supported Data & File Types for conversion tools and alternatives.

Step 2: Understand Upload States

Nira displays four upload states. Each means something different.

Uploading

Your file is transferring from your computer to Nira's servers.

  • Normal range: A few seconds to several minutes, depending on file size and upload speed

  • Example timeline: 100 MB at 5 Mbps ≈ 2.5 minutes; 1 GB at 5 Mbps ≈ 27 minutes

  • What's normal: Progress bar visible and percentage increasing steadily

  • If stuck here: See Troubleshooting → Upload Stalled

Checking Files

Your file arrived, and Nira is validating its format, structure, and internal data.

  • Normal range: 30 seconds to several minutes for typical files; 10–20 minutes for very large files (>2 GB)

  • What's normal: No progress bar; status simply says "Checking files"

  • Do not refresh or close the tab. This phase can't be resumed.

  • If stuck here >30 minutes: See Troubleshooting → Stuck at Checking Files

Failed

Upload did not complete. Nira displays an error message.

  • Always copy the exact error message — it's essential for troubleshooting

  • Do not retry immediately. The error tells you what's wrong.

  • See Troubleshooting → Upload Failed

Timeout

The upload took too long and the server cancelled it.

  • Typical threshold: 2 hours on the web uploader

  • Most common cause: Large file (>2 GB) over a slow connection (<5 Mbps)

  • See Troubleshooting → Upload Timeout

Step 3: Gather Diagnostic Information

Before troubleshooting, collect this info:

  1. Exact upload state — What does Nira show? (Uploading, Checking Files, Failed, Timeout)

  2. Error message — If Failed, copy the complete error text

  3. File details — File name, format (OBJ, PLY, LAS, etc.), and size in MB or GB

  4. Network — Connection type (Wi-Fi, ethernet, mobile hotspot) and upload speed in Mbps (test at speedtest.net)

  5. Browser & version — Chrome, Safari, Firefox, Edge, and version number

  6. Upload method — Web uploader or Desktop Client Tool?

If you need support, these details will save hours of back-and-forth.

Step 4: Check Your Network

Upload success depends on connection stability and available bandwidth.

Minimum requirements:

  • Small files (<100 MB): 1 Mbps upload speed

  • Medium files (100 MB–1 GB): 5 Mbps recommended

  • Large files (>1 GB): 10+ Mbps strongly recommended

Test your connection:

  1. Open speedtest.net in a new tab

  2. Run the test and note your upload speed (not download speed)

  3. If upload speed is <1 Mbps, switch to a wired ethernet connection or move closer to your Wi-Fi router

  4. If uploads still stall, try a different network entirely (e.g., switch from office Wi-Fi to home internet)

For files >1 GB: Use the Desktop Client Tool instead of the web uploader. The client supports resumable uploads (pause and resume without losing progress), better error messages, and automatic retries on network hiccups.

Step 5: Verify File Integrity Locally

Before re-uploading, make sure your file isn't corrupted:

  1. File size sanity check:

    • Typical photogrammetry mesh: 100 MB–2 GB

    • Typical point cloud (LAS/LAZ): 500 MB–5 GB

    • Typical 3DGS PLY: 50 MB–500 MB

    • If vastly larger, the file may be corrupted or have export settings gone wrong

  2. Open locally: Load the file in your original software (Metashape, RealityCapture, DJI Terra, CloudCompare) and confirm it renders without errors

  3. Check for sidecar files:

    • OBJ files need their MTL (material) file

    • Raster files may need world files (.tfw, .jgw, .pgw)

    • Always upload these together with the primary file

  4. Re-export if needed: If the file seems off, export again using the same settings you used originally

Troubleshooting

Problem: Upload Stalled

What it means: File transfer stopped mid-upload. The progress bar is frozen, and no data has been sent for several minutes.

Cause 1: Network Disconnection or Interruption

Your internet connection dropped, or the connection was too unstable to maintain.

Fix:

  1. Check your network connection (Wi-Fi signal strength, ethernet cable seated, mobile hotspot status)

  2. If on Wi-Fi, move closer to the router or switch to ethernet

  3. Refresh the browser page and restart the upload

  4. If uploads repeatedly stall with the same setup, switch to a wired connection or the Desktop Client Tool

Cause 2: Firewall or Proxy Blocking

Your network security software is blocking outbound connections to Nira.

Fix:

  1. Temporarily disable any VPN or proxy (if permitted by your IT team)

  2. Check firewall rules to ensure your browser has access to *.nira.app and *.nira.io

  3. On a corporate network? Contact IT to whitelist Nira domains

  4. Test from a different network (e.g., home Wi-Fi instead of office) to isolate the issue

Cause 3: Browser Issue

The browser tab or JavaScript engine became unresponsive.

Fix:

  1. Close the Nira tab completely

  2. Clear your browser cache: Settings → Privacy → Clear browsing data (check "Cache" and "Cookies")

  3. Open Nira in a fresh tab and try again

  4. Try a different browser (Chrome, Firefox, Safari, Edge) — sometimes one browser has issues while another works

  5. Disable browser extensions (ad blockers, VPNs, security tools) temporarily — they can interfere with uploads

Cause 4: File Too Large for Browser Upload

Very large files may exceed browser timeout limits (typically 2 hours).

Fix:

  1. If file is >1 GB, use the Desktop Client Tool — it handles large files much better

  2. If stuck with the web uploader and file is >5 GB, contact support@nira.app to discuss alternatives

  3. For point clouds, consider uploading multiple smaller LAZ files (max 300 per upload) instead of one massive file

Problem: Stuck at "Checking Files"

What it means: Your file arrived successfully, but Nira's validation process is taking much longer than expected (typically >5 minutes).

Cause 1: Large File Requires Extended Processing

Nira is performing deep structure validation on a very large file.

Fix:

  1. Wait longer. Processing time scales with file size:

    • Files <100 MB: Usually 30 seconds–2 minutes

    • Files 100 MB–1 GB: Typically 1–5 minutes

    • Files 1–5 GB: May take 10–20 minutes

    • Files >5 GB: Can take 30+ minutes

  2. Keep the browser tab open. Do not refresh or close it — validation cannot resume once interrupted

  3. Leave your computer awake and connected to the network

  4. If still "Checking Files" after 30 minutes, move to Cause 2

Cause 2: File Format Error or Unsupported Variant

The file uploaded successfully, but its internal structure is corrupted, incomplete, or in a variant Nira doesn't support.

Fix:

  1. Confirm your file format is truly supported (see Step 1: Check Your File Format above)

  2. If it's a PLY file, verify its type:

    • PLY point cloud? → Use LAS/LAZ instead (point clouds cannot be uploaded as PLY)

    • PLY mesh? → Ensure it's a valid mesh with vertices and faces

    • PLY 3DGS? → Verify it's uncompressed (not .spz, .splat, or .ksplat). Use SuperSpl.at Convert to decompress if needed

  3. Open the file in your source software and re-export with verified settings

  4. Try uploading again

Cause 3: Server Processing Backlog

Nira servers are processing many uploads simultaneously and your file is in the queue.

Fix:

  1. Wait 1–2 hours and retry during off-peak times (very early morning or late evening)

  2. Contact support@nira.app with your file name and approximate upload time — we can check server status

Problem: Upload Failed

What it means: Nira rejected your file and stopped the upload. An error message explains why.

Cause 1: Unsupported File Format or Variant

Your file type isn't supported, or it's a variant Nira can't handle.

Common error messages:

  • "Unsupported file type"

  • "File format not recognized"

  • "PLY file is not a valid 3D Gaussian Splat"

Fix:

  1. Confirm your file is in the supported list (see Step 1)

  2. For 3DGS: Verify your PLY is uncompressed. Compressed formats (.splat, .spz, .ksplat) must be converted. Try SuperSpl.at Convert

  3. For point clouds: Use LAS or LAZ instead of PLY, PTS, PTX, or XYZ. Select "Photogrammetry" as the asset type when uploading point clouds

  4. For compressed LAZ: Nira accepts standard LAZ, but some tools create non-standard compressed variants. Re-export from your source software

  5. Re-export the file in a supported format and try again

Cause 2: Corrupted or Incomplete File

The file is missing data, was partially transferred, or doesn't conform to its format specification.

Common error messages:

  • "File is corrupted"

  • "Invalid mesh data"

  • "Unable to parse file"

Fix:

  1. Re-download or re-generate the file from your source software

  2. Open it locally (Metashape, RealityCapture, CloudCompare, etc.) to confirm it renders correctly

  3. Check that all sidecar files are present:

    • OBJ: Include the MTL file in the same upload

    • Raster: Include world files if they exist

    • Camera alignment: Include CSV or TXT alongside your mesh

  4. Re-export with verified settings

  5. Try uploading again from a different network (this rules out network-level corruption)

  6. If repeated failures, use the Desktop Client Tool for more detailed error logs

Cause 3: Quota Exceeded or Storage Plan Limit

Your organization has reached its storage limit.

Common error messages:

  • "Storage quota exceeded"

  • "Plan limit reached"

  • "Organization storage full"

Fix:

  1. Contact your account administrator to check usage: Settings → Billing → Storage

  2. Delete old or unused assets to free space

  3. Archive assets if your plan supports it

  4. Upgrade your plan: See Plans & Feature Comparison

Problem: Upload Timeout

What it means: The upload took longer than the server's maximum allowed duration (typically 2 hours) and was automatically cancelled.

Cause 1: Large File Over Slow Connection

File size is too large relative to your upload speed.

Quick estimate: (File Size in MB) / (Upload Speed in Mbps) = minutes. If this is >120 minutes, timeout is likely.

Examples:

  • 1 GB (1000 MB) at 5 Mbps: ~27 minutes (should complete)

  • 5 GB (5000 MB) at 5 Mbps: ~140 minutes (will timeout)

  • 5 GB (5000 MB) at 10 Mbps: ~70 minutes (should complete)

Fix:

  1. Use the Desktop Client Tool — it handles large files better with resumable uploads and automatic retries

  2. Upgrade your internet connection (fiber > cable > DSL > mobile hotspot)

  3. Switch from Wi-Fi to a wired ethernet connection

  4. Upload during off-peak hours (early morning or late evening) when network congestion is lower

  5. For files >5 GB, contact support@nira.app to request extended timeout limits

Cause 2: Network Instability

Connection dropped partway through, forcing restarts and eating into your timeout window.

Fix:

  1. Switch from Wi-Fi to wired ethernet

  2. Temporarily disable VPN/proxy to reduce latency

  3. Close other bandwidth-heavy apps (streaming, large downloads, video calls)

  4. Use the Desktop Client Tool — it automatically retries failed chunks without restarting from zero

  5. Move your computer closer to the Wi-Fi router or use a Wi-Fi extender

Cause 3: Browser or Device Issue

Browser memory exhausted, system went to sleep, or another OS-level issue interrupted the upload.

Fix:

  1. Restart your computer

  2. Close other applications (browsers, IDEs, media players, etc.)

  3. Close other browser tabs

  4. Disable sleep mode: System Settings → Power → Never sleep during important uploads

  5. Try a different browser

  6. Use the Desktop Client Tool instead — it's much more robust

Important Special Cases

Point Clouds Cannot Be Appended

⚠️ Warning: You cannot add point cloud files to an existing point cloud asset. Once created, the point cloud data is final. You can add mesh, photos, or camera alignment later, but not additional points.

What this means: If you need to add more point data, create a new asset and upload all point cloud files together in one batch from the start.

Best practice: When uploading point clouds, include all your LAS/LAZ files (up to 300) in a single upload session. You can add mesh or camera alignment files later if needed.

3DGS PLY Auto-Merge Behavior

When you upload multiple uncompressed PLY 3DGS files in one upload:

  • All files are automatically merged into a single viewable asset

  • You cannot toggle individual files on/off after upload

  • You cannot append additional 3DGS files later

  • You cannot remove individual 3DGS files from the merged asset

⚠️ Warning: Multiple 3DGS PLY files merge permanently with no way to separate them. If you need per-file control, create separate assets for each 3DGS file.

Texture & Material Matching

When uploading OBJ or FBX files with textures:

  • Ensure all texture filenames match exactly in the MTL file

  • Include the MTL file in the same upload

  • Upload texture images alongside (JPG, PNG)

  • Verify the MTL file references the correct paths

If textures fail to apply after upload, texture filenames in your MTL likely don't match the actual files. Check this locally before re-uploading.

Large File Upload Guidance

For any file >1 GB, strongly consider the Desktop Client Tool:

Why the Desktop Client Tool is better for large files:

  • Resumable uploads (pause, go to lunch, resume without restarting)

  • Automatic retry on network hiccup (doesn't restart from zero)

  • Better error messages and diagnostics

  • Often faster due to optimized transfer code

  • Can handle files up to 100 GB+

Network recommendations for large uploads:

  • Minimum: 2 Mbps (very slow, extended timeouts)

  • Recommended: 10+ Mbps

  • Estimate: 1 GB at 5 Mbps ≈ 27 minutes; 10 GB at 10 Mbps ≈ 135 minutes

Prevent timeouts on large uploads:

  • Use ethernet, not Wi-Fi

  • Do not close the browser tab (web uploader) or put device to sleep

  • Do not switch networks mid-upload

  • Do not disconnect from VPN mid-upload

  • Run the upload overnight if your file is >5 GB and your connection is <10 Mbps

If uploads repeatedly fail:

  • Try the Desktop Client Tool

  • For point clouds, split into multiple LAZ files (max 300 per upload) instead of one massive file

  • Contact support@nira.app to discuss alternative upload methods or extended timeouts

Technical Notes

  • Upload state persists: If you close your browser, the upload remains in progress for up to 24 hours. Reopen Nira to check status

  • File validation is conservative: Nira validates thoroughly before making data available. Slow "Checking Files" is safer than quick failure later

  • Sidecar files matter: Always upload companion files together (MTL for OBJ, world files for raster, camera alignment CSVs)

  • Coordinate systems: For LAS/LAZ files, ensure EPSG codes are embedded so georeference works correctly

  • Point cloud limit: Maximum 300 LAZ files per single upload session