Error Uploading Screenshots to new iTunes Connect

Question

I've been experiencing this issue for two days, since the new iTunes Connect became avaiable.

When adding a new screenshot, at first, I was receiving the error:

Your app information could not be saved. Try again. If the problem persists, contact us.

Inspecting the element in browser, in the console i could see that they got a server error:

We've got a server error... 500

But yesterday, the error changed. The server was responding SUCCESS, but a new error appeared when trying to upload any screenshot:

Failed to create a screenshot for Screenshots for 4-inch iPhone 5 and iPod touch (5th generation) Retina display (error for 4-inch upload)

I'm sure my image types/sizes are ok.

Today, I'm back to the server error...

Apple responded my thread with them today, but to ask for additional information such as screenshots and the source code of the page.

Anyone else having this issue? Anyone got the answers from Apple?

Thx

---

SS of inspecting element in Safari:

Solution 1

I met the same problem. The solution for me is just avoiding to use the default name (i.e. iOS Simulator Screen Shot ********), simply rename the screenshots as "1.png, 2.png..." and it should be OK now.

Solution 2

Found the solution, you have to rename your screenshot to remove any accent in it. Then the upload will work.

Solution 3

I had an error where none of the uploaded images in iTunes Connect would generate (or preview).

Turned out to be a browser incompatibility. Switched to Safari and the uploaded worked just fine.

Solution 4

I posted this answer here, but I was able to fix my problems by doing the following:

I think I've found a possible fix, but I'm not totally sure. I updated my computer from Mavericks to the Yosemite beta, went into Safari menu -> Clear History and Website data. Then I restarted my computer. After that, I was able to reject my app and submit screenshots.

Of course, it could just be that Apple has updated iTunes Connect to work now, and the timing was just coincidental, so maybe try without updating to Yosemite first if you can avoid it.

Let me know if that works for you :)

Solution 5

After facing similar issue 2 days continuously i found solution, Following things you should check step by step before uploading screenshots to iTunes.

1) iTunes Connect Screenshots Sizes for all iPhones (As per Apple Documentation) -

72 dpi, RGB, flattened, no transparency High-quality JPEG or PNG image file format

• iPhone 3+4 (3.5 Inch)

  Any of the following sizes:

  640 x 920 pixels for hi-res portrait (without status bar) minimum

  640 x 960 pixels for hi-res portrait (full screen) maximum

  960 x 600 pixels for hi-res landscape (without status bar) minimum

  960 x 640 pixels for hi-res landscape (full screen) maximum

• iPhone 5 (4 Inch)

  Any of the following sizes

  640 x 1096 pixels for portrait (without status bar) minimum

  640 x 1136 pixels for portrait (full screen) maximum

  1136 x 600 pixels for landscape (without status bar) minimum

  1136 x 640 pixels for landscape (full screen) minimum

• iPhone 6 (4.7 Inch)

  750 x 1334 pixels for hi-res portrait

  1334 x 750 pixels for hi-res landscape

• iPhone 6 Plus (5.5 Inch)

  1242 x 2208 pixels for hi-res portrait

  2208 x 1242 pixels for hi-res landscape

2)Avoid default naming convention of simulator.

• Keep different names for each different set of images.
• say for 4 inch you have 4 different images, keep each image name different.
• Again it should be different for 4.7 inch so on.

3) Either safari or chrome whatever it may be Clear cookies, history and website data before uploading images. (I stuck lot of time in this because of browser history and and cookies)

View more solutions

Comments

[brbgyn]

didn't work here =/ still getting the Your app information could not be saved. Try again. If the problem persists, contact us. error

[brbgyn]

You were having the same issues with the screenshots ? I'm still getting the 'your app information could not be saved'... I will try what you said and install Yosemite tomorrow

[matthewpalmer]

Yeah I couldn't update screenshots or save anything, like if I updated the description of the app it wouldn't even save. Try clearing website data and restarting before you do the beta—hopefully it will save you some time. Also, it didn't work right away when I updated to Yosemite; it took like 12 hours before it would work properly after I updated, cleared website data etc.

[brbgyn]

It does not seem to be the Beta that solved your issue, like you said... And I've already tried to upload in a windows pc and even on iOS, with several browsers, and cleaning all data from them... Strange error...

[brbgyn]

Added a screenshot of my safari's inspecting element when error occurs

[matthewpalmer]

Hmm your error might be different to mine. From memory, I don't think I got a 500 server error, just a validation error when I inspected the Object that is returned. As NSZombie said below, I'd double check to see if you App Name, Description, Screenshots, or anything that you are submitting has only English characters. If that fixes the problem, you can always change it back once Apple has pushed a fix.

[Horst]

I worked after rename those images to 01.png - 05.png

[Enrico Susatyo]

It doesn't work for me, I tried renaming it to 01.png and it still doesn't work :/

[Sam Critchley]

I finally got mine done after running into the same problem. Changed all the filenames to remove spaces, dots (except the file suffix) and anything non-ASCII. That didn't work. So then I only uploaded one screen size (3.5 inch, 4 inch, 4.7 inch etc) at a time and hit "Save" between each in Safari. That worked for the images but I still ran into some other validation errors so switched back and forth between Chrome and Safari for the rest.

[Micha Mazaheri]

Clearing browsing history worked for me! :D Thanks! Apple really has to take iTunes Connect more seriously...

[Pablo D.]

This. I had the same problem. Removed the spaces from the file names, and everything worked well. Geeze, Apple!

[Raj Lalwani]

This solution worked for me too. I just cleared the history for today in Safari.

[SFF]

Safari and Chrome didn't work for me. Switched to Firefox and worked.

[SirDarius]

For videos, check this page: developer.apple.com/library/content/documentation/… (App Preview Specification). I had a problem that the data rate was not between 10-12 mbps

[Shrikant K]

Thanks, BTW it was 2 years back :)

[SirDarius]

You had the best answer which helped me figure out my issue.

[Shrikant K]

Glad to hear that. Thanks :)