Forum Discussion
Rise 360 stuck in processing
Rise 360 is stuck processing an image change from content library. I hit cancel with no result. Tried closing and opening still stuck. Any advice would be appreciated.
32 Replies
this is happening again at the moment.
Hi there, Andreas. I'm sorry that happened again. Was it the same situation with the resource files in your Storyline output? Feel free to connect with us here again if you need help with a solution.
Are you aware that this issue persists?
I'm experiencing it constantly over the last 6 months.Not a single video has been processed properly and I have to add it multiple times and count on luck to have it working. This is not reliable and is a terrible waste of my time and you serers' CPU time.
Hi Grzegorz,
It sounds like video uploads in Rise 360 aren't working reliably for you. Our team would love to help. Would you mind sharing a video file that gets stuck processing? We can test it from our side and let you know what we find.
Hi Alyssa,
Thanks for reaching out. Unfortunately I am not allowed to share the video (private resource), but the issue is not restricted to a single video but to any and all that I try to upload.
I edit the videos in Camtasia 2020 and export them to .mp4 - should I try a different format (the only alternative I have is .mov) or some specific settings like framerate?
This one in particular worked on a 4th attempt (done an hour after the first unsuccessful three that were stuck).
Video processing times are agonizingly long
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This is currently happening to me. I've tried all the suggestions in this thread. I've tried two different browsers, with VPN, no VPN. I'm out of ideas.
Thanks for letting us know what's going on, Chad. We've identified an outage with one of our service providers that is causing intermittent errors in Rise 360. You can follow our status page for updates by clicking here. I'll also update you here once the situation is resolved. I'm sorry for the trouble!
This is happening with me too. tried all solutions mentioned above but the video files are not processing. I have created new files, new blocks, new tabs, and restarted my laptop. But my module in Rise is stuck at the processing stage for the media, been trying since morning. How can I know when the outage has been fixed? Thank you!
I'm sorry you ran into this trouble, Harneet! You're in the right place to receive updates as soon as this is resolved. You can also follow our status page for updates by clicking here.
Hi Everyone! I'm happy to let you know that the issue is now resolved and we've confirmed that all Rise services are performing normally. We're sorry for the trouble and thank you for bearing with us!
Hi Articulate,
unfortunately, this issue is happening now again, at least for the third day in a row.
Can you please fix this "external provider issue" ASAP?
Many thanks!Hi Jan! So sorry to hear that the same issue is happening again. Can you give me information on the browser and version that you're using so that we can check? It is working properly on my end in all the latest versions of Chrome, Firefox, and Edge.
Hi folks, I've had a similar issue many times and found that the culprit is often an accent when I'm working on a French version of a course.
I've had to remove accents in:- Filenames of images or videos I'm trying to load in an Image/Video block
- Files in the Resources tab of a Storyline file, when loading a Storyline block.
e.g., If my original file was picturé.jpeg, if I renamed it to picture.jpg (without the accent on the 'e") the processing issue stopped.
