I Can’t Import Videos from my Files on mobile

Exactly the same for me, just paid for pro and now file importing stopped working...

Hi,

You are experiencing issues importing videos and audio into CapCut, especially since it was functioning correctly just a few days ago. This sudden change is surprising. Here are some steps you can take to resolve the problem:

1. Check file formats and resolutions:

   • Ensure that the video and audio files you are trying to import are in formats supported by CapCut's web version. Common supported formats usually include MP4, MOV, AVI, and others for video, and MP3, WAV, AAC, etc., for audio.
   • Sometimes, even if the file format is supported, specific codecs within the file might not be. If you know how, you can check the codecs of your files. If you are unsure, this is less likely to be the immediate issue, but keep it in mind.

2. Browser compatibility and updates:

   • Chrome browser: Since you are using Chrome, that's generally a good choice for web applications. However, double-check that your Chrome browser is updated to the latest version. Outdated browsers can sometimes have compatibility problems with web apps.
   • Solution: In Chrome, go to Settings > About Chrome to check for updates and install them if available. Restart Chrome after updating.

3. Browser permissions for file access:

   • Website permissions: Web browsers have security settings that control website access to local files. It is possible that a browser update or setting change has affected CapCut's access.
   • Solution:
     • In Chrome, go to Settings > Privacy and security > Site Settings > Permissions.
     • Look for "CapCut" or the website address you are using for CapCut in the list of sites.
     • Ensure that it has permission to "Access your files" or similar. The exact wording might vary depending on your Chrome version. If you don't see CapCut listed specifically, you might need to adjust default site permissions for file access in general, or try re-accessing CapCut to see if it prompts you for file access permissions again.

4. Clear browser data:

   • Cache and cookies: You mentioned clearing cache, but sometimes a more thorough clearing is needed.
   • Solution:
     • In Chrome, go to Settings > Privacy and security > Clear Browse data.
     • In the "Time range" dropdown, select "All time."
     • Make sure "Cookies and other site data" and "Cached images and files" are checked.
     • Click "Clear data."
     • Restart Chrome and try CapCut again.

5. Disable browser extensions temporarily:

   • Extension conflicts: Browser extensions, especially those related to privacy, security, or file handling, can sometimes interfere with web applications.
   • Solution:
     • In Chrome, go to Settings > Extensions.
     • Temporarily disable all extensions.
     • Restart Chrome and try importing files into CapCut again.
     • If it works, re-enable extensions one by one to identify if a specific extension is causing the conflict.

6. Try Incognito/Private mode:

   • Isolate browser profile: Incognito mode starts Chrome with a clean slate, without extensions and using temporary cache and cookies. This helps isolate if the issue is related to your regular browser profile.
   • Solution:
     • Open a new Incognito window in Chrome (Ctrl+Shift+N or Cmd+Shift+N).
     • Go to the CapCut website and try to import files there.
     • If importing works in Incognito mode, it suggests the problem is within your regular browser profile (likely an extension, cookie, or cache issue).

7. Check file paths and names:

   • Special characters: Unusual characters in file names or file paths (like in folder names) can sometimes cause issues with web applications.
   • Solution:
     • Try renaming your video and audio files to have simpler names using only letters, numbers, and underscores.
     • Move the files to a simple folder path directly on your desktop or in your "Documents" folder to avoid long or complex paths.

8. File size and project complexity:

   • Large files: Very large video or audio files can sometimes cause import problems, especially in web version of CapCut.
   • Project load: If your CapCut project is already very complex (many layers, effects, etc.), it might be struggling to handle new imports.
   • Solution:
     • If you have very large files, consider if you can use slightly lower resolution versions for editing (if applicable to your workflow).
     • If your project is complex, try starting a new, empty project just to test the import function to see if it's project-specific.

9. CapCut web app status:

   • Service Outage: Although less common, there is a possibility of a temporary issue or outage on CapCut's web service side.
   • Solution:
     • You might just need to wait for a little while and check back on CapCut to see if this has resolved.

10. Convert media files:

    • If your files are in an unusual format, consider using a free online converter to convert them to MP4 (for video) or MP3 (for audio) before importing into CapCut.
    • High-resolution videos (e.g., 4K) can sometimes cause import issues. Try converting or exporting your videos to a lower resolution, like 1080p, before importing them into CapCut.

11. Free up storage space:

    • Insufficient storage on your device can hinder CapCut's performance. Ensure you have adequate free space by deleting unnecessary files or transferring them elsewhere.

12. Clear CapCut's cache:

    • Accumulated cache can cause glitches. To clear CapCut's cache:
      • Open CapCut.
      • Click on the settings icon (usually in the top-right corner).
      • Select "Clear Cache" and confirm.

13. Update or Reinstall CapCut:

    • Ensure you are using the latest version of CapCut. If the problem persists, try uninstalling and reinstalling the application to rectify potential software glitches.

14. Check file extraction:

    • If you are importing files from compressed folders (e.g., ZIP files), ensure you have extracted them before importing. Attempting to import directly from a compressed folder can lead to issues. 

If the issue continues, reach out to CapCut's technical support at [email protected]. Explain the import issue you are experiencing and the troubleshooting steps you have already tried.

As a temporary workaround, you might consider using other video editing tools to process your media files and then import them into CapCut.

By systematically going through these steps, you should be able to identify and resolve the import issues you are facing with CapCut. If problems persist, please provide us with the specific error messages or behaviors can help in diagnosing the issue more precisely.