Centercode Hosted Files and Attachments FAQ

This article applies to All editions.

Supported File Size

Centercode supports nearly any file up to 5 GB. If you encounter an unsupported file type, contact Centercode Support.

Supported File Types for AI Test Plan Generation

The following file types can be used with AI test plan generation:

Document files (20 MB limit per file): .doc, .docx, .pdf, .pptx, .tex

Text and markup files (1 MB limit per file): HTML, JSON, MD, .txt

How Do I Upload Files?

Admins can upload files to most custom resources in Centercode. Every form element (question fields on surveys, feedback forms, and content) includes an Attached files area where you can drag and drop files or use the upload buttons. Link file lets you link to an external source via URL instead of uploading directly.

How Do I Upload Files Larger Than 5 GB?

Configuring an SFTP connection to your Centercode implementation allows you to upload files larger than 5 GB.

How Do I Upload Videos Over 20 MB to the Visual Editor?

Host the video within Centercode first, then use the uploaded file's URL in the Media URL drop-down in the visual editor.

Where Are Files Hosted and How Does Access Work?

Files in your Centercode implementation are hosted on Amazon Web Services (S3). When you access, download, or upload a file, Centercode redirects to S3 to verify access. S3 then provides a token to your computer to authorize the action.

Why Am I Getting "Failed - Forbidden" When Downloading Videos?

This happens when you open a video in a browser tab, watch it, and then try to download it from the browser's built-in video player. Viewing the video starts a short, time-limited authorization window. Once that window expires, the download attempt is rejected.

To download video files correctly:

When files are attached to a feedback form, click the file's Download button, or right-click and select Save link as.

When files are attached in feedback comments, right-click the file and select Save link as.

What Should I Do About an "Upload Error Occurred" Error?

This typically means your VPN or security device is blocking the upload request. Disconnecting your VPN and re-uploading usually resolves it.

If you're required to stay on VPN, your IT team will need to whitelist Centercode's S3 file bucket. To find the base S3 URL to whitelist:

1. Right-click the page background and select Inspect.

2. Click the Network tab, then refresh the page.

3. Click any red items or image files (JPG, PNG, etc.) in the Network tab.

4. Copy the URL up to and including your Centercode implementation's URL segment. For example: https://s3.us-west-2.amazonaws.com/files-[your URL]/*

5. Provide this URL to your IT team to whitelist. Include the asterisk — it acts as a wildcard to cover all files within that path.

Alternatively, right-click any file or image in your Centercode implementation, select Copy link address, and trim the URL to the same base path shown above.

How Can I Keep Feedback File Attachments Private?

Toggle the File Attachment element on your feedback form (Issues, Ideas, Praise, etc.) as a Personal data field. This ensures that only Internal Members, Project Managers, and the original submitter can access attached files from participants.

Uploaded Files Don't Show Up Where They've Been Attached

The progress bar shows upload progress, but reaching 100% doesn't mean the file is immediately attached. Depending on the file size, attaching may take additional time after the upload completes. Wait a moment and refresh before assuming the upload failed.

Time Limit on Uploaded Videos

Videos uploaded to Centercode Replays have a time limit of 20 minutes for webcam recordings and 10 minutes for screen recordings.