My inspection is not uploading

Photo and Video Inspections

Photo Inspections:

If your inspection has been 'uploading' for over +/- 2 hours then this usually indicates that there is something wrong with the upload.

The first thing to check is to make sure the property is still on the device.

To do this go to Contacts and check your property list.

If the property isn't there then please check the following help file: Inspections have gone missing/lost.

Items to try:

  • If the property is in the property list but has been uploading for a while then we find that changing the internet connection could assist the app to stop and start the upload.
  • A restart of the device first to clear used memory.
  • Check the available space on the device. This is done by going to the device's "Settings" > "General" > "About". If the available space is low you would need to delete unwanted files such as videos, photos and/or documents.
  • Check the battery status. A low battery will affect the speed of the app and device as the device will attempt to stay online for as long as possible and apps would then slow down.

If the problem persists - see below:

  • Apple: Change the following internet settings so one is on and one is off (the mobile data setting is found in the settings of the phone).


  • Android: Turn off the wireless options in the app and on the device. Mobile data will be the only connection used from this point.


  • Force quit the inspection app (Internet search "how to force quit apps for iPhone" and the same for Android, depending on your device). If you are unsure how to do this. Usually, for Apple, you double-tap the home button and a list of apps will show, swipe an app up to force quit it. Android -  tap the menu button on the bottom left-hand side, find the Palace app and swipe up.
  • Go into the inspection app and stay on the uploads tab for as long as possible. Staying in the inspection app makes your phone prioritize the Inspection upload over anything else. If you were checking emails etc on the phone then it will prioritize the speed of the email app and the inspections will upload in the background which will take longer.

Please note:

  • If the device had limited free space available while inspections are conducted it could affect the inspections in the app, which means there is a possibility that the inspections may become corrupted. You will need to constantly ensure that there is available storage space.
  • If your iCloud storage is full this could affect photos saved to the device when taking photos in the app as it is also trying to upload to your iCloud storage.
  • If the app is rather large it may affect the functionality. Checking the size of the app in the device's settings will reveal the current size.
  • Always make sure your device's OS is up to date.
  • A device that has not been restarted for a long time could also cause stability issues.
  • If you are using the pink app this app uses the same credentials (email address and password) as your Palace account on the computer. If you change your Palace sign-in password the app will no longer sync. You would need to sign out of the app and sign back in with the new password. The pink app and Palace will gain access to each other and syncing will continue.
  • If the email address in Palace is deleted or changed this will affect the app and any current inspections that have not been uploaded into Palace. Always ensure the app has been synced and there is nothing pending before changing email address/domains/passwords as the changes could/will affect the inspections and they may be lost.

Another option:

  • A hard restart can be performed. Internet search a hard restart with the model of the device you are using to follow the button configuration required to perform this restart. When that has been done and the device is ready you can access the inspection app and retry the upload.

Retrying an uploaded inspection:

  • If there is a need to upload an inspection that has been uploaded into the property diary you can do this from the app. When an inspection has been uploaded to Palace there is a minimum of 24-35 hours before the inspection can be reuploaded to Palace again. If the inspection does not upload after this window you would need to wait a little longer before retrying the upload. Waiting 48 hours can be ideal.

Video Inspections:

Uploading videos to YouTube will take some time.

Items that impact the speed of the upload are:
The stability of your mobile and wireless connections
Having enough available storage on the device
Closing all unnecessary apps from running, etc.

Please note: 500 hours of video are uploaded to YouTube every minute worldwide.
That's 30,000 hours of video uploaded every hour. And 720,000 hours of video are uploaded every day to YouTube.

When retrying a video inspection in the Queue area of the inspection app (Apple) there is an option to download this to the device. This can be done in case you are worried that the video may be lost.
When the inspection is retried the app will tell you what is happening. Let the inspection continue uploading without interruption. Do not leave the wireless area or switch between mobile data and a wireless connection as this will interrupt the upload and could restart again.

The longer the video the large the size and the longer it will take to upload to upload to YouTube.
When the video uploads it will be processed by YouTube in 2 stages. The HD and SD versions. Once the video has been processed it will leave the Queue area of the app and go to the Uploaded area.

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