This article outlines troubleshooting steps that instructors can take if they are encountering issues uploading videos to their courses.
For example, if it takes an extremely long time to upload a video to your course, or you suddenly encounter an error message while attempting to do so.
Review troubleshooting steps for the video processing stage: the processing stage occurs after videos have been uploaded to your course.
How to troubleshoot video uploading issues
Check your internet connection: most uploading issues are often caused by a poor internet connection. If you experience issues while the video is being uploaded, it could be due to the following reasons:
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You might have a slow internet connection speed. Try uploading the videos when your internet connection is faster or stable. You can also try uploading the video from a different internet connection.
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The data limit for your internet provider has been reached. Try uploading the video from a different internet connection.
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You are connected to the internet through a VPN and your connection provider has blocked uploads to any sites. Try uploading the video from a different internet connection.
Ensure the video file name does not contain special characters or symbols: make sure that the file name for the video does not contain any special characters or symbols. Double-check and remove any spaces or underscores from the file name. Once you have edited the video’s file name, try uploading the video again.
Make sure the video meets the requirements: for the video to upload, it must have a resolution of at least 720p and the file must be less than 4.0 GB in size.
You are encountering error messages: if you are receiving one of the following messages, there may be an issue with the Thkee platform.
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“System could not initiate their upload”
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“Signature is not correct”
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“Problem initiating upload request”
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"Invalid according to Policy: Policy expired"
These issues can often be resolved by deleting the lecture and uploading the file again from a different browser like Google Chrome.
If you are still having some troubles, please contact our support team and include the following information:
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The lecture file
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The operating system you are using
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Your internet connection speed