How to troubleshoot adding files to CaseGuard


How to troubleshoot adding files to CaseGuard

CaseGuard can handle many different file types (including proprietary files) for videos, audio, images, PDFs, email messages, documents, and more. If there’s an instance where files cannot be properly added to CaseGuard, these tips will come in handy!

Check for File Corruption

Before adding a file to CaseGuard, it’s crucial to ensure it’s not corrupted. Attempt to open the file using external players or software specific to the file type. For example, use Windows Media Player or VLC for video and audio files, Adobe Reader for PDFs, and Microsoft Excel for Excel files. A corrupt file may fail to open, have missing parts, or display errors.

Verify the Original File Location

If your file is not stored locally and resides on a shared drive or network, try downloading it to your local computer first. Adding the local file to CaseGuard Studio reduces potential connectivity issues and ensures smoother processing.

Check Disk Space

Insufficient disk space on the drive where you use CaseGuard Studio may cause problems when adding large files to your project. Clear up space on the drive or consider changing the project’s location to a drive with more storage capacity.

Export to Standard File Format

Files exported from proprietary players may not be compatible with CaseGuard Studio. Re-export the file from the proprietary player to a standard file format like .mp4 or .avi to increase compatibility.

Update CaseGuard to the Latest Version

Make sure you are using the latest version of CaseGuard Studio to benefit from improvements and bug fixes. To check for updates, click “Help” in the main menu, then select “Check for updates.” If you need to update, follow the prompts or contact your IT department for assistance.

Check for updates

Adjust Extension Settings

In certain cases, you may need to add the file type extension to your Extension Settings to allow CaseGuard Studio to recognize the file. Click on “Tools,” then “Settings,”


Navigate to the “Extensions” tab. Add the specific extension to the associated file type and click “Save.”

Extension Settings

Convert the File Type

If you encounter issues with a specific file type, consider using software like VLC to convert the file to a different format that is compatible with CaseGuard Studio.

Check Antivirus Software

Your antivirus software may be blocking essential components of CaseGuard Studio, hindering file uploads. Add CaseGuard Studio as an exception in your antivirus software or contact your IT department for further assistance.

Use CaseGuard Recorder as a Last Resort

As a last resort, if all other methods fail, you can use CaseGuard Recorder to record your video while it’s playing. This creates a new recording that you can then upload to CaseGuard Studio. Access CaseGuard Recorder from the toolbar at the top of CaseGuard Studio.

Screen recorder image

If none of these methods fix your issue, please contact [email protected].