---
title: "Troubleshoot common issues"
slug: "maiu-troubleshoot-common"
updated: 2026-09-17T09:22:36Z
published: 2026-09-17T09:22:36Z
canonical: "guide.ncloud-docs.com/maiu-troubleshoot-common"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://guide.ncloud-docs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot common issues

Available in VPC

You might run into the following problems when using Media Intelligence. Find out causes and possible solutions.

## Files not displayed when adding media assets

Files uploaded to the bucket do not appear when adding files.

#### Cause

If the format of the file uploaded to the bucket does not meet the video and image file requirements, it cannot be added to the project.

#### Solution

Make sure that the file uploaded to the Object Storage bucket meets the requirements for video and image analysis.

- **Video**
  - The file is not in a supported format (*.mp4, *.mkv, *.mov, *.webm).
  - The file size exceeds 10 GB.
- **Image**
  - The file is not in a supported format (*.jpg, *.png, *.heic)
  - The file size exceeds 10 MB.

## Media asset analysis failure

The media asset analysis has failed.

#### Cause

- If the media asset does not meet the requirements for video and image analysis, the analysis may fail.
- If the number of ongoing video and image analyses in the queue exceeds 100, the analysis may fail.

#### Solution

- Make sure that the media asset you want to analyze meets the requirements for video analysis.
  - The resolution is not between 360p and 1080p.
  - The video playback time exceeds 6 hours.
  - File information is not available.
- Wait until the ongoing media asset analyses in the queue are completed. The total number of ongoing and requested analyses must not exceed 100.

              Note

              

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