Anyone else unable to upload course thumbnails? Not working last few days...

Having the same issue. It’s odd. I can upload from the Central Repository, but not the Course page, it just keeps me waiting and you have to move to another page to regain control. I’ve ensured the image is a png, no transparent background, and no bigger than 800x400.

Yeah, a bit annoying… we discovered it only when wanting to replace/improve some existing thumbs so at least we stopped the bleeding by not deleting off all the old ones first since we can’t upload any. Most of our are course-specific where we include the course title as text in the thumb so we don’t add any to the CLOR… Even if larger size than 800x400 as long as your ratio is essentially 2:1 they’ll auto scale so that’s not the issue.

Yes, I talked to Docebo chat earlier today and there is a ticket #301839 and this is what is being said so far:

Ravi here with the Tier 2 Support Team at Docebo.
After further analysis, we have determined that this issue qualifies for review by our Tier 3 team. I will remain your point of contact for this issue while I work with the Tier 3 analyst as they evaluate the issue moving forward.
I will continue to keep you on our progress with updates in this support case.
 
Please, do not hesitate to reach out with any questions or additional information that could assist this investigation.

Best Regards,
Ravi Pandya
Enterprise Support Analyst
Docebo Support

TY - yeah our ticket is 301836 submitted by our LMS admin Aswin K… 🙏🏻

So Docebo support contacted our admin who told him a “workaround” (issue seems to be) - filename can’t have any spaces… so I edited them out and was back in biz until later that same night where it freezes again. My admin said to try using Edge vs Chrome but couldn’t try it as I couldn’t get thru Okta!… anywho, try that for now?

I got around it by uploading the image as if it were part of the Learning Plan. Then it uploaded and I went back to my courses and used the photo that was in there. 

Hi all! As @cgroetzer mentions, the current workaround is to remove any spaces from the file name. We became aware of this issue this week and are currently investigating. In the meantime, that workaround is the best option. If the workaround is not working for you, please reach out to support for further help and information. Thank you, and stay tuned for updates!

We have had the same issue, glad to know that a work around is available.  I put in a ticket but they told me it was working as intended, but that we needed to remove special characters from the file name (which we never do).  Thank you all for sharing the workaround!  Testing it now. 

I have had that issue but only on uploading excel documents. it is hit or miss.

Ah file name conventions, spaces, periods, and most symbols(except hyphens and underscores) are the worst! Avoid them always, just good practice.

just stumbled on special char - rarely use but my “&” was an issue-- so no special char, not even the basic “-” or “_”? That was working fine for me most of yesterday until last night i no longer could add. My admin said try Chrome Incognito, that might’ve got him in again… 🙄

Although it’s coming up on 2023 and Win 12 is prolly on the bench, can we let go of all these goofy old windows rules on characters? The other annoying thing that trips one up is like the max path length characters from the root drive through all the folders/filename length etc… (stepping off Windows soapbox 🤣) Hey, an ID can dream?

Easy to blame windows, but as is happening here, any system can trip over it as the system has to account for it, it’s not like it magically goes away, so easy to have a logic loophole or bug, which is why just good to avoid and always be safe.

More than that, let’s folks develop consistent naming conventions which are very useful for sharing, organizing, updates, etc.

Loaded a file for a web browser and want a url? easier to calculate that url without spaces and special characters too since they would need to be swapped for encoded characters which required both actions and makes the url less clear to human.

So many reasons to avoid and easy to do in the scheme of everything. 

I’m having this issue too! For us it is a big issue as we are currently implementing with our launch coming up in a couple of weeks and we can’t load any imagery into the system! There’s no special characters in the name, and it’s well under the size limit and its exported in exactly the right dimensions so there should be no issues. I have managed to do it by adding it to a learning plan first so I can see it when choosing one for a course but this isn’t ideal and the learning plan image seems to be a different ratio slightly to that of the course for some reason? 

I’m having the same issue. Removing spaces from the name doesn’t help, and neither does trying to resize the image. The only workaround I’ve found is to upload the image as a learning plan thumbnail, and then I can pull it from the library to use as the course thumbnail. However, it doesn’t appear in the library for the player background image, so I’m still out of luck there. 

Thank you for posting about this. We are also having a similar issue. It seems saving the file in a jpg format minus any special characters in the naming convention are doing the trick for us. Also noticed in the Docebo Documentation the following: 

“Also, remember that it is possible to upload images in PNG and JPG formats, but all images are converted into JPG during the upload. Transparency is not currently supported.”

Hi, 

We have had this issue for a while now, with both uploading our own thumbnails and using the web library. I have spoken to Docebo and this got raised to the Tier 3 Team.  I have now had this response;

“An update containing a fix for this ticket is expected to be released on November 23rd.
 
Please note, based on the priority Docebo assigns to the issue described in this ticket, a fix may be released earlier than the provided ETA. Fixes for issues determined to have a critical impact are usually released within 48 hours. We will provide updates on the status of this ticket as we work to resolve it.”

However it seems that the update has been pushed to the 7th of December due to an “Unexpected event” 

So fingers crossed the update is released and this issue is resolved