If you or your team is having trouble uploading files to Marvin, please follow the suggested troubleshooting and solutions in this article. For some steps, you may need to contact your IT/network administrator.
What kind of issue are you facing?
Failed uploads: Files do not upload, get stuck, or you see an error.
Slow uploads: The upload eventually completes, but takes much longer than expected.
Failed uploads
Please try these steps first so we can determine whether the issue is linked to your network, VPN, or something else:
Troubleshooting
Retry the upload to rule out temporary network issues.
Switch to a different Wi-Fi network or a mobile hotspot.
If you use a VPN, temporarily disconnect it and retry the upload.
Disconnect and reconnect to your Wi-Fi or Ethernet.
Try a different browser, preferably a recent version of Chrome, Firefox, Safari, or Edge.
Restart your browser and try uploading again.
Solution
If the upload works normally on another network or without the VPN, the issue is likely related to your organization's network configuration.
Share these network requirements with your IT or network administrator:
Network requirements for Marvin uploads
Please allow direct HTTPS access to the following upload endpoints:
If your Marvin account is on app.heymarvin.com, please add this endpoint to the allowlist:
Upload endpoint: audioofyourusers.s3-accelerate.amazonaws.com
Protocol: HTTPS
Port: TCP 443
If your Marvin account is on app.eu.heymarvin.com, please add this endpoint to the allowlist:
Upload endpoint: audioofyourusers-eu-prod.s3-accelerate.amazonaws.com
Protocol: HTTPS
Port: TCP 443
IT administrator checklist
Please ensure that the appropriate upload endpoint:
Is not blocked by firewall rules
Is not restricted by VPN policies
Is not interrupted by proxy servers
Is not affected by TLS/SSL inspection
Is not being throttled or rate-limited
Allows outbound HTTPS traffic over TCP port 443
Supports uninterrupted uploads of large files
Slow uploads
Files upload eventually, but it takes longer than usual.
Troubleshooting
Test the upload on a different Wi-Fi network or a mobile hotspot.
If you use a VPN, temporarily disconnect it and retry the upload.
Check that your internet connection is stable and not experiencing bandwidth issues. You can use any internet speed test.
Retry with a smaller file, to check if the issue is size-related.
Try a different browser, preferably a recent version of Chrome, Firefox, Safari, or Edge.
Solution
If uploads are faster on another network, please reach out to your IT/network administrator to verify that traffic to Marvin's upload endpoints is not:
Throttled or rate-limited
Routed through network inspection systems that introduce latency
Intercepted by proxy servers
Subject to TLS/SSL inspection policies that slow large file transfers
Still facing trouble?
If the issue persists, please email us at [email protected] and include:
The file name
Approximate file size
Date and time of the upload attempt
Browser and browser version
Operating system
Screenshot of any error message
Whether the upload worked on another network
Whether disconnecting from the VPN made any difference (if you use a VPN)
These details help us understand the issue and get back with a solution more quickly.