If instructors have submitted a video to their course but have experienced processing delays or problems, they can try the techniques outlined in this article.
Learn more about troubleshooting steps for video uploading issues.
The troubleshooting steps below should help in resolving the video processing issue, hence, you can resume in building or editing your course.
Troubleshooting video processing problems
After the video has been uploaded to your course, and the upload bar has been completely filled, the file will start processing and it should finish processing on its own.
The video file is taking hours to finish processing: However, if the file you are trying to upload is still processing after 5 hours, please make sure to delete the lecture and you may try again.
You encounter an error message: However, if an error message notifies you that there is an issue with the file that is preventing it from processing correctly, then please perform the recommended action. Here are some of the troubleshooting steps you may need to take:
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Ensure that the video file name does not contain any special characters or symbols. You can also try removing spaces and underscores.
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The video format may not be accepted, hence, make sure that you change the video format of the file you are trying to upload. The preferred format is .MP4 codec H.264 (with an AAC or MP3 audio codec).
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Ensure to reduce the size of the video file as it should not be larger than 4 GB.
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We highly advise setting the resolution of the video up to 1080p, if it is higher than that, make sure to reduce the resolution.
We also highly recommend double-checking if you can open and view your file on your computer and if it is the correct file.
Still, need some help?
If you are still having trouble with the uploading process, please contact our Support Team and we will be happy to help. When raise your concerns, please include the following information, as it will help our team investigate and resolve the issue for you.
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The video file
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The operating system you are using
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A screenshot of the error message
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The troubleshooting steps you have tried