Rights errors
Title already live
This error appears when your title was previously published on Prime Video by another party. To continue, you must provide confirmation that you hold the publishing rights.
- Solution: Fill out the Declaration of Rights Affidavit and send it to us at tal-rights-confirmation@amazon.com.
Caption errors
Captions—Consistently Out of Sync
This error indicates that your captions appear onscreen at least 1 second faster or slower than the dialogue or audio in your video. For example: a character speaks, but the captions don’t appear until 1 or more seconds later; or, captions appear onscreen, but the character doesn’t deliver the corresponding dialogue until 1 or more seconds later.
- Solution: This error can usually be corrected by adjusting the frame rare (in the dropdown selector) and matching it with the video file. A good way to double check whether your captions are in sync is to play your video and look at the timecodes in the beginning, middle, and end to make sure they are in sync throughout the film. For more information, see Caption (timed text) requirements.
Captions—Gradually Become Out of Sync
This error indicates that your captions gradually drift out of sync with the dialogue or audio in your video. For example: the captions appear correctly at first, but eventually appear onscreen 1 or more seconds faster or slower than the audio as the film progresses (usually around the midway point or later). This error is typically associated with the captions frame rate.
- Solution: If a captions file is sourced by a third-party captioning service, please check that the frame rate you selected when uploading your caption file matches the frame rate in which your caption file was created. If your captions file is in SRT file format, you must ensure your captions file is properly time coded. For more information, see Caption (timed text) requirements.
Captions File—Improperly formatted, Invalid or Missing Time Code
This error indicates that your captions file includes at least one improperly formatted time code. All time codes must use the “hh:mm:ss,mmm → hh:mm:ss,mmm” format. This may also mean that there is an invalid space between an SRT box number or time code and the associated caption or text below it.
- Solution: Review your entire captions file and ensure that each caption has a box number and properly formatted time code with the format, “hh:mm:ss,mmm → hh:mm:ss,mmm.” Be sure to also remove any unnecessary or incorrect spaces between the SRT boxes, time code(s), and the associated text below. For more information, see Caption (timed text) requirements.
Captions—Language Inaccurately Selected
This error indicates that the captions file contains a language other than the language selected in your video assets tab. Caption files must be in the same language selected on the portal. For example, if you select German as the captions language, your captions file must be in German.
- Solution: Check your captions file and update it to ensure its language matches the language selected on the portal. For more information, see Caption (timed text) requirements.
Captions—Spoken Dialogue Not Captioned
This error indicates that segments of spoken dialogue aren’t captioned. All spoken dialogue must be captioned verbatim throughout your video.
- Solution: Play your video, check the captions file against the mezzanine/audio, and update your captions to ensure that all spoken dialogue is captioned accurately. For more information, see Caption (timed text) requirements.
Captions—Music Not Captioned with Lyrics
This error indicates that the music in your video isn’t properly captioned. All music (including background music) should be captioned with lyrics.
- Solution: If music contains lyrics, caption the lyrics verbatim. The lyrics should be introduced with the name of the artist and the title in brackets. In the event that lyrics are unclear or in another language, use a descriptive caption to indicate that to the viewer. For more information, see Caption (timed text) requirements.
Captions File—First Time Code After 59 Minutes
This error indicates that your caption file’s first timestamp entry exceeds 59 minutes after the video begins and creates a bad viewing experience. Please submit a new file. All timed-text assets must start with a zero-hour time code (such as 00:00:00). Assets that don’t adhere to this won’t display at the correct time. For example, files that have a one-hour offset won’t display text until one hour into the video’s run time.
- Solution: Review and reformat your captions file to start with a zero-hour time code. For more information, see Caption (timed text) requirements.
Mezzanine file errors
Mezzanine File—Mezzanine Failed
This error usually indicates that the video file is stuck within our internal systems. This may also indicate that there is a formatting issue that needs to be corrected (like an incorrect frame rate, incompatible codec, and so on).
- Solution: Review your mezzanine file in your video editing software to ensure proper formatting and make any necessary updates. For more information, see your specific mezzanine file type in Video requirements.
Mezzanine File—Mismatched Audio/Video Duration
This error indicates that the source file contains video and audio streams whose durations differ by more than 2 seconds. This can occur if your audio/video streams are offset at the beginning of your mezzanine file (for example, if the audio starts 2 seconds after the video file starts).
- Solution: Review the file in your video editing software and adjust your audio/video streams so they are aligned within 2 seconds of each other. (This may mean removing any offset timing, or it may require you to adjust the duration of one or the other). For more information, see your specific mezzanine file type in Video requirements.
Mezzanine File—Audio Issue
This error usually indicates that the audio is unintentionally soft, condensed, extended, or otherwise distorted (sometimes made evident by the timing of the captions). This may also mean that the audio is poorly dubbed to the point where both languages are present, making it difficult to understand.
- Solution: Review your mezzanine file (play both video and audio) to ensure that the audio doesn’t cut out unintentionally at any point, and is clear/high quality throughout. You may also want to review formatting guidelines as well. For more information, see your specific mezzanine file type in Video requirements.
Mezzanine File—Language Inaccurately Selected
This error indicates that the majority of the audio contained in the mezzanine doesn’t match the language selected in the Prime Video Slate portal.
- Solution: Review your mezzanine file in your video editing software and include the proper language, or change the language selected on the portal. Titles published to a given location require either localized mezzanine/audio or localized captions. For more information, see Content Policy Guidelines.
Mezzanine File—Contains URL/External Link
This error indicates that the mezzanine contains a URL that might take the viewer away from the Prime Video experience. URLs that don’t take the viewer away from the Prime Video experience will also be flagged.
- Solution: Review your mezzanine file in your video editing software and remove any URL or external link. For more information, see Content Policy Guidelines.
Mezzanine File—Watermark/Logo
This error indicates that your mezzanine contains persisting (or recurring) digitally overlaid graphics, visual elements added or embedded in the video that aren’t integral to the content and/or are intended to brand the content. The most common examples are company logos and interview/news graphics.
- Solution: Review your mezzanine file in your video editing software and remove any watermarks/graphics or logos. For more information, see Content Policy Guidelines.
Mezzanine File—Episodic Inconsistencies
This error usually indicates that your episodes are out of order or that you may have used the same mezzanine file for multiple episodes.
- Solution: Review the mezzanine file for each episode and ensure all episodes are unique and in the correct order (you may need to review episodes from multiple seasons or series). Replace mezzanine files as necessary. For more information, see Content Policy Guidelines.
Mezzanine File—Silent Channel
This error indicates that one or more of the FRONT_LEFT, FRONT_RIGHT, or CENTER channels in the mezzanine surround mix are silent. Note: Missing the Dialog or Music&Effects track creates a bad viewing experience.
- Solution: Review the file in your editing software and ensure that it has the correct number of audio channels and that each channel is at the proper decibel setting. Remove any redundant or silent/quiet channels as necessary. For more information, see your specific mezzanine file type in Video requirements.
Mezzanine File—Skipped or Repeated Frames
This error indicates that your mezzanine appears to be incomplete, abruptly cut short, or contains repeated frames.
- Solution: Review your mezzanine file in your video editing software and ensure there are no skipped or repeated frames and that it doesn’t end abruptly. Include any necessary outro music or credits. For more information, see your specific mezzanine file type in Video requirements.
Mezzanine File—Video Contains Test Pattern or Placeholder Frames
This error usually indicates that your video includes test patterns or placeholder frames. Some examples include extended black screens at the beginning or end of a film, a set of calibrated color bars, “dot landings,” or a countdown reel that may appear at the beginning of your title.
- Solution: Review your mezzanine file in your video editing software and remove any test patterns or placeholder frames. For more information, see Content Policy Guidelines.
Mezzanine File—Unsupported Functionality
This error indicates that your video contains references to functionality or calls to action that are unsupported in the Prime Video application (such as subscribe, like this video, leave a comment, click here, and so on). This also includes images that contain a button that is meant to be clicked or tapped.
- Solution: Review your mezzanine file in your video editing software and remove references to unsupported functionality or calls to action. For more information, see Content Policy Guidelines.
Mezzanine File—Incompatible Codec
This error means that your mezzanine file’s extension is incompatible with the video codec. Make sure .mov files have a ProRes 422 HQ video codec, and that .mp4, .m2t, and .TS files have an AVC or H.264 video codec.
- Solution: Review the file in your video editing software and select the proper codec. For more information, see your specific mezzanine file type in Video requirements.
Mezzanine File—Video Track Missing
This error indicates that your mezzanine file contains no or multiple video tracks. The video mezzanine file must contain only one video track.
- Solution: Review the file in your video editing software and add the proper amount of video tracks or remove duplicate/redundant video tracks as necessary. For more information, see your specific mezzanine file type in Video requirements.
Mezzanine File—Invalid Audio Channels
This error indicates that your mezzanine file contains an invalid number of audio channels and doesn’t meet Prime Video Direct requirements. Source files must contain 1, 2, 4, 6, or 8 audio channels. Please submit a new file.
- Solution: Review the file in your video editing software and add or remove audio tracks as necessary. For more information, see your specific mezzanine file type in Video requirements.
Mezzanine File—Invalid Aspect Ratio
This error indicates that your mezzanine file’s aspect ratio is invalid. An aspect ratio of 4:3, 5:3, 16:9, 1.85:1, 2:1, 2.2:1, 2.35:1, or 2.4:1 is required.
- Solution: Review the file in your video editing software and select the proper aspect ratio. For more information, see your specific mezzanine file type in Video requirements.
Mezzanine File—Invalid Frame Rate
This error indicates that your mezzanine file’s video frame rate is invalid. A frame rate of 23.976, 24.0, 25.0, 29.97, 30.0, 48.0, 50.0, 59.94, or 60.0 fps is required.
Solution: Review the file in your video editing software and select the proper frame rate. For more information, see your specific mezzanine file type in Video requirements.
Graphic asset errors
Graphic Assets—Padded Images
This error indicates that at least one of your graphic assets uses a border or bars to force the image into size specifications. Padding can have regular or irregular borders or background images, and an image will be considered padded if there are borders on any one or all sides (for example, black/white bars at the top, bottom, left, or right of the image).
- Solution: Review your graphic assets, remove border(s) or bars at the top/bottom/sides, and resize the image to ensure it meets aspect ratio/graphic asset specifications. Avoid using borders or multiple images, and letterboxing or pillar-boxing to fit images to spec. Don’t place one key art asset into the frame of another key art asset. For more information, see Artwork.
Graphic Assets—Stretched or Narrowed Images
This error indicates that at least one of your graphic assets is stretched or narrowed to fit size/aspect ratio specifications. Don’t stretch/skew/distort art to create another asset. New images must be created for each piece of key art: 16:9, 4:3, 3:4, and so on.
- Solution: Review your graphic assets, recreate, and resize them so they don’t appear to be stretched or narrowed. For more information, see Artwork.
Graphic Assets—Title Name Not Displayed on Key Art
This error indicates that the exact title name you entered in the catalog listing tab isn’t displayed on your graphic assets, or that the title name on the graphic assets is blurry or pixelated.
- Solution: Review your graphic assets and update them to ensure that the title name matches the title name used in the Title Name/Catalog listing tab verbatim. For more information, see Artwork.
Graphic Assets—Unsupported Interactive Functionality Displayed on Images
This error indicates that your graphic assets contain references to interactive functionality or calls to action that are unsupported in the Prime Video application (such as subscribe, like this video, leave a comment, click here to… and so on). This also includes images that contain a button that is meant to be clicked or tapped.
- Solution: Review your graphic assets and remove any calls to action or interactive images (like “subscribe,” “click here,” “follow at...,” or playback/pause buttons). For more information, see Artwork.
Graphic Assets—Delivery Platform Displayed on Images
This error indicates that at least one of your graphic assets displays a delivery platform (for example: Apple TV, Kindle, Smart TV, DVD, VHS, Blu-Ray). This may also mean that you submitted a cover image that was originally intended as a DVD cover. Note: A DVD Cover is sometimes used in the 16x9 cover image in error, and appears to be made up of two distinct panels, usually separated by a spine.
- Solution: Review your graphic assets and update them to ensure that they do not display any delivery methods (“Amazon,” “Prime,” “DVD,” and so on). If you repurposed a DVD cover, you will need to create new graphic assets to meet our key art requirements. For more information, see Artwork.
Metadata errors
Title Metadata Language—Language Inaccurately Selected
This indicates that the metadata you entered doesn’t match the metadata language you selected when creating the title entry. For example, if you selected German metadata language, your title and Synopsis need to be written in German; if you selected English, your metadata needs to be English, and if you selected Japanese, your metadata needs to be Japanese characters and so on.
- Solution: Review your title metadata and Synopsis and rewrite it in the language matches the metadata language selected when you created your title entry. For more information, see Content Policy Guidelines.
Rating—Inaccurate or Rating—Invalid (includes user-selected or official ratings)
This error indicates that you selected an invalid official rating when your title isn’t officially rated, or it may indicate that you have selected an inappropriate rating (too high or too low) based on the video content.
- Solution: If the title isn’t officially rated, remove the official rating, select Suggested Rating—Title not officially rated from the dropdown, and choose a suggested rating based on the video content. If the title has an inaccurate suggested rating, change the suggested rating to the rating indicated in the error message. For more information, see Content Policy Guidelines.
Category—Inaccurate
This error indicates your title doesn’t match the category you selected. The proper category is often determined by your title’s duration. Movies must be a full-length standalone motion picture with a runtime of at least 40 minutes, and standard TV shows have a runtime of at least 20 minutes. Anything under 10 minutes must be labeled Clip by default.
- Solution: Review your title and select the appropriate category (pay specific attention to the duration of your video).
Synopsis—Inappropriate Capitalization
This error indicates that your Synopsis includes nonstandard capitalization or all caps.
- Solution: Review your Synopsis and remove any instances of nonstandard capitalization or all caps. For more information, see Content Policy Guidelines.
Synopsis—Nonstandard Characters
This error indicates that there are nonstandard characters in your Synopsis, like symbols or emojis. It may also indicate that you used the Tab or Enter key, which isn’t allowed.
- Solution: Remove any nonstandard or special characters from your Synopsis and refrain from using Tab or Enter keys. If your Synopsis is translated from a different language, try typing the Synopsis verbatim (do not copy/paste). For more information, see Content Policy Guidelines.
Synopsis—Repetitive Punctuation or Inappropriate Text Characters
This error indicates that there are repetitive punctuation marks or text characters within the Synopsis (such as ellipses, repetitive text, or emojis).
- Solution: Remove any repetitive punctuation or non-standard/special characters and refrain from using Tab or Enter keys. If your Synopsis is translated from a different language, try typing the Synopsis verbatim (don’t copy/paste). For more information, see Content Policy Guidelines.
Title Name—Inappropriate Capitalization
This error indicates that your title name includes nonstandard capitalization or all caps.
- Solution: Review your title name and remove instances of nonstandard capitalization or all caps (no exceptions for style or artistic purposes). For more information, see Content Policy Guidelines.
Title Name—Nonstandard Characters
This error indicates that your title name includes nonstandard characters (like symbols or emojis).
- Solution: Review your title name and remove any nonstandard characters, symbols, or emojis. For more information, see Content Policy Guidelines.
Title Name—Offensive Content
This error indicates that your title includes offensive content. Titles can’t contain any reference to offensive content or offensive language (including curse words, slurs, and so on).
- Solution: Review your title name and remove any reference to offensive content. (Note: You may need to rename your video, because you can’t replace offensive language with symbols, characters, or single letters.) For more information, see Content Policy Guidelines.
Content policy guidelines errors
Content Policy Guidelines Violation—Duplicate Content
This error indicates that the mezzanine file for the title you’re attempting to publish matches the mezzanine file for a title you’ve published or attempted to publish in the past. We don’t accept multiple entries for the same title within one region. Please refrain from submitting any episodic content as a standalone or vice versa.
- Solution: Review your mezzanine file and compare it to other mezzanine files posted in your catalog (check both standalone and episodic entries). Remove availability or replace duplicates accordingly and republish once the necessary changes are made. For more information, see Content Policy Guidelines.
Content Policy Guidelines Violation—Brand Misuse
This error indicates that your title includes branded products that may confuse or disappoint customers. Prime Video Slate doesn’t accept titles that consist of people playing with branded products or opening mystery packs, nor do we accept titles that create or use a storyline with a branded product or famous characters.
- Solution: Review your title entry (mezzanine and graphic assets), and remove any instances/use of branded products or characters that you don’t own rights to. If you are unable to remove these instances, your title won’t be eligible for publishing. For more information, see Content Policy Guidelines.