This article covers a variety of common and complex causes regarding asset upload issues. Each section offers guidance and answers on ways to fix an issue.
Causes and issues covered include:
- Storage space
- File size
- File type
- Error During Upload
- Blurry images
- Broken Images
- Over storage limit after unsubscribing
- Storage graph incorrect
- Continued incorrect storage quota
- Unable to set or change Roll20 Avatar / Campaign Image
Storage space
If your storage quota is full, you will be unable to upload additional content or assets. You can check your current storage amount via https://app.roll20.net/account/
Storage Quota per Subscription Level
- Free : 100 MB of storage
- Plus : 4 GB of storage
- Pro : 10 GB of storage
Solution
If you are above the storage limit, you must first remove assets from your account in order to upload new assets. If you are a Free user, you can subscribe for additional storage space.
For information on how to delete assets and reclaim storage space see our help center article here: How to Clear Storage Quota
File size
Ensure that the file you are attempting to upload is under the file size limits we maintain on Roll20. File size limits can differ based on subscription level as well as the type of file you are attempting to upload.
Upload size limits based on Subscription
- Free : 20 MB
- Plus: 50 MB
- Pro: 100MB
Upload size limits independent of subscription
- PDF Files: 150 MB
Solution
If your file is above the limits you should make efforts to modify their file size. For image files, cropping or compressing the images can lower the overall size. If it is an audio file, you may wish to compress the bitrate or shorten the length. In the case of a PDF file, we recommend utilizing a PDF converter to make modifications. Adobe offers a free tool here.
File type
Roll20 supports a wide variety of file types, but not all of them. Ensure that your file type matches those that we support for different formats. For more in-depth information on file types you can view our article here: Best Practices for Files on Roll20
Supported File Types
- Static Images: .jpeg | .jpg | .gif | .png
- Animated Images: .gif | .mp4 | .webm
- Audio: .mp3 | .oog | .flac | .wave
- Other: .pdf
Solution
If your file does not match one of the supported file types, we recommend converting them via a 3rd party program (paint, photoshop, etc.). Once they have been converted you can attempt to re-upload.
Error During Upload
If you encounter an error during the upload process, it may be due to the codec of the asset being incompatible with our upload system.
Solution
If you see an error, we recommend using a tool or program to save the asset as a different file extensions (i.e. using .webm instead of .gif) as this will usually change the codec of the asset. If you continue to have issues with the upload, please contact us directly and provide examples of the assets having trouble on our web form
Blurry images
When an image is uploaded to Roll20 it undergoes a variety of conversions to create different sizes of the same image (This does not contribute to your storage quota). These are then utilized to conserve bandwidth and improve overall performance.
These issues can also arise in the event of attempting to utilize very high resolution images that will be small on the VTT. For example, using a 2000x2000 pixel avatar for a token that will only be shown at 70x70 pixels.
Solution
We recommend trying the following options:
- Clear your cache
- Try in incognito/private browsing
- Try in a separate browser
- Delete then re-upload the asset
- Re-upload the asset at a different resolution
If you are still experiencing issues, please contact us directly via the web form.
Broken images
Broken images are commonly caused due to the assets being removed from the "Recent Uploads" section of the Art Library while within a game. The "Recent Uploads" section acts as a root or source file for all copies of that asset. If it is removed, then all copies of that image will seem to be broken.
Solution
Unfortunately, in the case of broken images, our customer support and dev team are unable to assist. We do not have the capability to recover lost or broken images at this time. We can only recommend re-uploading any missing assets.
Over storage limit after unsubscribing
When unsubscribing from Roll20, we do not delete or remove any assets on your account. As such, any assets you had prior to unsubscribing will contribute to your storage quota. This can result in going over your storage limit.
Solution
If you are above the storage limit after unsubscribing, you must first remove assets from your account in order to upload new assets. You may also re-subscribe for additional storage space.
Storage graph incorrect
After unsubscribing, the storage graph may show an incorrect readout showing that there is still storage space when there is not. This is a known issue with the graph by our development team.
Solution
You can verify the accuracy of your storage graph by checking the text read out just above. This provides a breakdown of assets on your account as well.
Continued incorrect storage quota
If you are still noticing a discrepancy in your storage quota via the text breakdown of your quota, please contact us directly via the web form.
Unable to set or change Roll20 avatar / campaign image
In the event that you are unable to set or change your Roll20 Avatar or Campaign image, this is commonly due to not having enough storage space (See Problem: Storage Space). Both avatars and campaign images also contribute to your Roll20 storage quota.
To resolve this, you will need to remove assets from your account to free up the storage space.
If you have sufficient storage space and are still unable to upload an avatar or campaign image, please contact us directly via the web form.