What should I do when "The file contains an unsupported file format." or "The file extension does not match the actual format." is displayed in Studio?

When you select a file in Studio, if there is a problem with the file format, one of the following Messages will be displayed depending on the cause.

• "An unsupported file format is included."
• "The file extension does not match the actual format."

Please follow the steps below according to the Message displayed.

For information on file formats that can be registered in Studio, please check the article below.

▼ What files are supported by the Studio feature?
https://help.teachme.jp/hc/en-us/articles/59247024551577

When "An unsupported file format is included." is displayed

This is displayed when you select a file in a format not supported by Studio.
The following cases are mainly considered.

A file in an unsupported format was selected

Check the file extension and Select file again in a format supported by Studio.
If you selected multiple files at once, please check whether any files in unsupported formats are included among them.

A file other than an image or video was selected when using Swap Video for images/videos

When swapping images/videos in a generated Manual draft, only image or video files can be selected.
If you select an Excel file or Text file, the Message will be displayed even if there is no problem with the file.

When "The file extension does not match the actual format." is displayed

This is displayed when the extension in the File name differs from the actual format of the file.

For example, if the File name shows ".mp4" but the data is not actually in mp4 format, this Message will be displayed.
Please save the file again in a supported format using a standard OS video editing app or image editing app, and then select it again.

If the issue still persists

We will investigate the cause, so please send us the following information.

• Date and time the error occurred
• Actions performed when the issue occurred
• The error Message that was displayed
• Usage Environment Diagnosis results obtained on the device / Browser / account where the issue occurred
  • Usage Environment Diagnosis Page: https://teachme.jp/diagnosis
  • Please click "Copy Diagnostic Results" from the button at the top right of the screen and paste all of the content
• The file for which the error was displayed
  • Please compress it into ZIP format to preserve the file format before sending