Troubleshooting
Troubleshoot an unsupported URL
An “unsupported URL” message is usually an intentional decision, not a random failure. Identifying the cause tells you whether to correct the link or stop.
Check in this order
- Is it the right link type? The URL must return the media file, not a page containing a player.
- Is the hostname approved? The source must be allowlisted; subdomains are not accepted automatically.
- Is the extension supported? The path must end in
.mp4,.mov,.webm,.m4a, or.mp3. - Is it public? Test in a private window. MediaDrop will not process a login, cookie, paywall, or private grant.
- Do you have rights? Select a truthful rights basis and attest only when you have evidence.
- Is the source active? It may be paused for runtime health, policy review, or a safety kill switch.
Common failure patterns
| Symptom | Correct response |
|---|---|
| The URL is a social-media page | Use the platform's own authorised export or download feature. MediaDrop does not extract that page. |
| The hostname is not approved | Do not change DNS or add redirects to evade checks. Wait for operator review and enablement. |
| The extension is missing | Obtain an official file URL with an extension; renaming text does not change the real format. |
| 403, 401, or cookie required | Do not submit login tokens. Use the provider's permitted download workflow. |
| Too many redirects or blocked destination | Use the final public HTTPS URL from the approved source. Avoid URL shorteners. |
| Source temporarily paused | Try later; if it persists, record the time and displayed error for a report. |
When should you not retry?
Stop if the media is private, paid, DRM-protected, requires authentication, or you lack permission to copy it. Repeating requests, spoofing a hostname, or building redirect chains does not make the media eligible and may trigger abuse controls.
Useful details for a report
- Time of failure and interface language.
- The displayed error code, if any; never include cookies or secret tokens.
- The hostname and expected extension. Redact the path if it is sensitive.
- What happens when the URL is opened in a private window.
Use the report page for suspected abuse or rights issues.