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...
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!
