Troubleshooting
Previews and conversion
A file that will not preview, a video with no picture, and a conversion or compression that is refused because of your plan, its size or its format.
Previews and conversion fail for different reasons and it is worth knowing which you are looking at. A preview that will not open is nearly always a format the browser cannot draw. A conversion that will not start is nearly always a plan limit, and those are checked before any work begins, so a refusal costs you nothing.
A preview that will not open#
- Reload the page once. A preview generated on our side can time out on a very large image. If it fails twice, download the file and open it locally to check it is not damaged.
- Camera RAW files are not rendered. CR2, CR3, NEF, ARW, DNG, RAF, ORF and the rest are recognised as photographs and can be converted, but decoding one is too heavy to do for a preview. Convert a copy to JPEG.
- RAR, 7z, bzip2 and xz archives are not listed. Nemi lists what is inside ZIP and TAR archives only.
- Legacy .doc and .ppt are not rendered. The viewer says so and points at conversion instead of showing you nothing.
- Very long text and code stop at 500,000 characters, with a note where they stop. Downloading gives you the whole file.
- Vault files are only opened by your own browser. We generate no previews and no thumbnails for them, because we cannot read them.
Sound but no picture in a video means the container plays and your browser has no decoder for that video codec. That is the browser, not the file. Convert a copy to MP4 or WebM and it will play. The full list of what opens is in Previewing files.
A conversion that is refused#
| Plan | Units per day | Largest file to convert | Formats at once |
|---|---|---|---|
| Free | Not available | Not available | Not available |
| Starter | 20 | 1 GB | 1 |
| Creator | 100 | 2.5 GB | 2 |
| Pro | 200 | 10 GB | 3 |
| Max | 500 | 15 GB | No limit |
| Business | 2,000 | 50 GB | No limit |
One image or document output costs 1 unit, an audio output 2 and a video output 5, per file. Several output formats, or several files, multiply it. The count resets at midnight UTC.
Convert
The panel shows what the job costs and what is left of today before you start it.
- "File size exceeds your plan's conversion limit." The input is bigger than the ceiling in the table. Nothing was spent.
- "The size of this file could not be determined." The source is not stored in Nemi. Upload it first, then convert it from your workspace.
- "This file is empty, so there is nothing to convert." A zero byte file, usually a failed download you re-uploaded.
- A daily allowance that has run out. It resets at midnight UTC. Splitting the job over two days is free; moving up a plan is faster.
- A conversion service that is busy or unreachable. You get a plain error, no units are spent, and trying again in a few minutes usually works.
- A conversion you cancelled costs no units either. If you see no cancel button, it has not been switched on for your account yet.
The original file is never touched or replaced by a conversion, so a job that fails halfway leaves your workspace exactly as it was. Full details in Converting files.
Compression and extraction#
| Plan | Compressions | Total size of what you pack |
|---|---|---|
| Free | 10 per month | 500 MB |
| Starter | No daily limit | 3 GB |
| Creator | No daily limit | 10 GB |
| Pro | No daily limit | 20 GB |
| Max | No daily limit | 40 GB |
| Business | No daily limit | 50 GB |
The limit is on the total size of everything you selected, not on the archive that comes out. One archive is one compression, so asking for a ZIP and a TAR.GZ in one job counts as two.
- Unpacking works for ZIP, TAR and TAR.GZ. Single file BZ2, XZ and ZSTD are refused, because their contents cannot be measured before unpacking and an archive that will not say how big it is can be a trap.
- An archive above 2 GB, or one that would unpack to more than 1 GB or more than 20,000 files, is refused for the same reason.
- Unpacking into a vault folder is refused: the unpacked files would be readable, and the point of a vault is that nothing in it is.
- Zipping a JPEG or an MP4 barely shrinks it. To genuinely make one smaller, convert it with a lower quality, resolution or bitrate.
The conversion finished but the file is not in my folder.
The panel offers Download or Save to Cloud. Download keeps nothing on our side. Run it again with Save to Cloud if you wanted it in the workspace.
Why did one file in my batch fail and the rest succeed?
Each file is converted on its own, so a damaged or unreadable one fails alone and the report names it.
Can I convert a file somebody shared with me?
Save it into your own workspace first, if your plan allows saving shared files. Conversion works on files that are stored in Nemi.
Related
Still stuck? Email support@nemilab.com and tell us what you were trying to do.