Fix a Problem

Below you'll find instructions on how to fix problems with photos and videos. If you see a photo or video that goes against the Facebook Community Standards, learn how to report it.
Photos
If you're having trouble uploading or posting photos, try these troubleshooting tips:
  • Make sure that you have the latest version of Adobe Flash. Most of the time, this will fix any issues with adding photos to Facebook. To get the latest version of Adobe Flash:
    1. Remove outdated versions of Adobe Flash that might be on your computer.
    2. Download the latest version of Adobe Flash.
    3. Quit all web browsers before you begin installing.
  • If you're using adblocking software, turn it off or make sure that Facebook is included as an exception.
  • Try uploading the original photo instead of an edited version. Editing photos (example: with iPhoto or Photoshop) before uploading them may cause the upload to fail.
  • Check the photo format. Try only uploading JPEG, BMP, PNG, GIF or TIFF files. If you're uploading a PNG file, it's best to keep the file size below 1 MB. PNG files larger than 1 MB may appear pixelated.
  • Check the size of the photo. We recommend uploading photos under 15 MB.
  • Make sure you're using the latest version of your browser.
  • Check your Support Inbox. If you've been warned for posting abusive content, you may be temporarily blocked from uploading photos.
If you still can't upload photos, report a problem.
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If you can't see photos on Facebook and you're seeing black boxes, empty boxes or broken images instead, you can report a problem.
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We may block people from doing something on Facebook when:
  • Something you posted or shared seems suspicious or abusive to our security systems.
  • Messages or friend requests you sent were marked unwelcome.
  • You've done something that doesn't follow our Community Standards.
The length of a block depends on the severity of the violation and your history on Facebook.

To avoid blocks like this in the future, you can:
  • Review our Community Standards to understand what kind of sharing is allowed on Facebook.
  • Only message people you already know.
  • Only send friend requests to people you know.
We understand that you may have had good intentions or may have not known about our policies on acceptable behavior, and we also understand that this block can be frustrating. To help keep Facebook open and welcoming, we try to prevent people from unintentionally misusing Facebook, even if you felt that what you did was acceptable.
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People come to Facebook to share their experiences and raise awareness about issues that are important to them. To help people share responsibly, we may limit the visibility of photos and videos that contain graphic content.
A photo or video containing graphic content may appear with a warning to let people know about the content before they view it, and may only be visible to people older than 18.
You can learn more about how we respond to violence and graphic content in the Facebook Community Standards.
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You may not be seeing the Add Photos button if:
  1. You have already added 1000 photos to an album. The Add Photos option disappears from an album when you reach this limit. You can create a new album or move photos from one album to another to make space for new photos.
  2. It's an automatically created album. You won't see the Add Photos button when you're viewing these albums:
    • Videos: This album is made up of all the videos you've added. To add to the album, post a video.
    • Featured Photos: This album is made up of all the photos you've featured on your profile.
    • Instagram Photos: This album is made up of all the photos and videos you've shared from Instagram.
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Tagging photos works differently on different devices. Learn more about photo tagging and how it works.
If tagging photos isn't working like you think it should, let us know.
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Videos
If you can't add your video, check:
  • That it's in a supported format. We recommend MP4 or MOV. You can change the format using your video software (example: iMovie).
  • The length and size of the video. The maximum length is 240 minutes. The maximum file size is 4.0 GB.
  • That you’re using the latest version of your browser.
  • That you have a strong network connection.
Note: Adding the same video more than once won't help. You can still use the internet while it’s being added.
If it takes more than a few hours to add, let us know. Learn how to report a problem.
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If you're attempting to live stream to Facebook and having problems:
  • Make sure you use the Google Chrome web browser to go live from your computer.
  • Keep in mind that it may take 10 seconds for the video stream to appear in the preview area after you've started your live stream.
  • Check that the server URL and/or stream key were copied correctly.
  • Make sure that you have a reliable internet connection.
  • Disable ad blocking software or browser plugins that could prevent the video player from loading.
  • Check your firewall settings and make sure that RTMP is allowed.
  • Make sure that the server URL and key aren't older than 7 days. If they're older than 7 days, create a new URL and key
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If you're tagged in a video you don't want to see on Facebook, you can remove the tag. When you do this, the video will no longer be linked to your timeline.
If you want the video to be removed from Facebook, please ask the person who posted it to take it down.
To remove the tagged video from your timeline:
  1. Click your profile picture in the top right of Facebook.
  2. Scroll down to the video you'd like to remove.
  3. Click in the top right.
  4. Select Remove Tag, then click OK.

To find and remove the tagged video using your Activity Log:
  1. From your profile, click in the top right, then click .
  2. Select Photos and Videos in the left menu.
  3. Click next to the video you'd like to remove.
  4. Select Report/Remove Tag.
  5. Select the option that best describes the issue and follow the on-screen instructions.
If someone is constantly tagging you in embarrassing videos, consider removing them as a friend or blocking them.
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If you’re having problems trying to add captions to your video, the SubRip (.srt) caption file you're trying to upload may be formatted incorrectly.
A subtitle or closed caption file contains both the text of what is said in the video and time codes for when each line of text should be displayed. Each subtitle in an .srt file is provided in a block. Each block should include a number, a start and end time for the subtitle, and the subtitle text. Blocks should be separated by a single line, and there shouldn’t be any spaces or lines after the last block in the file.
When creating your SubRip (.srt) file, make sure that:
  • Each subtitle has a unique sequence number. Start with 1 and continue to the last subtitle in the file.
  • The times include every digit in the format hh:mm:ss,fff. Be sure to add leading zeros (example: 01:09:05,050) as necessary and include only two colons and one comma.
  • The text file is encoded UTF-8. If it’s not encoded in UTF-8, try opening the file in any text editor and saving it again under a new file name.
SubRip (.srt) file example:
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