Problem
When uploading a pre-recorded voice file for a notification or voice greeting in Everbridge Suite / EB360, the upload can fail with the error message “Wav File format not supported.” Users may also experience issues when attempting to use audio files created on external devices or software, including mobile phones, because the file is not in a compatible WAV format.
Root Cause
Everbridge requires uploaded voice files to use specific, compatible WAV formats and encodings. Everbridge supports only two primary WAV encodings:
u-Law encoding (a type of audio compression used in telephony).
Uncompressed PCM WAV (raw audio with no compression).
The recommended specifications for best compatibility are:
Sample rate: 8 KHz (8000 Hz).
Bit depth: 8-bit.
Channels: mono.
Encoding: u-Law or uncompressed PCM WAV.
Maximum length: less than 5 minutes.
Maximum file size: 2.4 megabytes.
Files that use other encodings, such as AAC LC or other non–u-Law/non-PCM formats, are not accepted, even if the file extension is .wav.
Solution
To resolve “Wav File format not supported” and ensure successful uploads, use a WAV file that matches the supported or recommended formats and constraints.
Follow recommended recording specifications
For the most reliable results with Everbridge voice notifications and greetings, use these recommended specifications:
Format: WAV.
Encoding: 8 KHz, 8-bit, mono u-Law or uncompressed PCM WAV.
Maximum length: less than 5 minutes.
Maximum file size: 2.4 megabytes.
Use supported Everbridge recording methods
To avoid format and encoding issues, create voice messages using the recording options built into Everbridge Suite / EB360. These features store audio in compatible formats by default:
Record directly within Everbridge using the Everbridge Recorder in the notification or template to capture audio from a computer microphone.
Record via telephone by using the phone recording option, which stores the audio in a telephony-compatible u-Law format.
Upload a pre-recorded file only after confirming it matches the supported WAV requirements described above.
For step-by-step instructions on these options, see EB360: Message Voice Recording Options in Everbridge Suite.
Convert existing recordings to a compatible WAV
If your source audio was created outside Everbridge (for example, on a mobile device or other recording tool), convert it to a supported WAV format before upload. General guidance:
Use audio editing or conversion software to open the original recording.
Export or save the file as a WAV file.
Select an encoding of u-Law or uncompressed PCM WAV (for example, 8 KHz, 8-bit, mono).
Ensure the final file is less than 5 minutes in length and does not exceed 2.4 MB.
If you do not manage audio tools directly, work with your internal IT team to identify and use approved conversion software. Everbridge does not recommend specific third-party conversion tools.
Workaround
If you are unable to convert an external recording into a supported WAV format, you can bypass local encoding constraints by recording the message directly in Everbridge.
Use the Everbridge Recorder in the web interface to record the message from a microphone.
Use telephone recording to capture the message over the phone.
Optionally, save the newly recorded audio as a message template or default greeting for reuse, ensuring that future notifications use a compatible voice file.
These approaches ensure that the audio is stored in a supported u-Law or uncompressed PCM WAV format without requiring additional conversion steps.