Forum Discussion
MP4 video wont load
Hi, I'm trying to upload an mp4 video to a lesson, and it gets stuck in the processing part of the upload and never finishes. I've deleted and added a new video block and updated my page... is there a resolution?
Hi Emily!
Thanks so much for reaching out. I'm sorry to hear that you ran into this snag when attempting to upload your video. Happy to help!
- What is the file size of our video? The maximum file size for a video that you can upload to Rise 360 is 5 GB.
- Do you experience the same behavior if you try to insert this video into a brand new Rise 360 course?
One troubleshooting step that you can do is to re-encode your video using a tool called Handbrake. Here's a helpful video with instructions on how to use the tool.
If re-encoding your video doesn't work, would you be willing to share a copy of your video file here or in private by opening a support case so we can take a closer look at what's happening? We'll be sure to delete it when we're done testing!
Looking forward to hearing from you!
