Forum Discussion
Updating video in Rise is taking forever, stuck on "Processing Video" for a very long time
Hello,
I have been trying to update/add a video for the last 2 days in Rise, and it is always stuck in the "Processing video" state. I left the window open overnight, and it was still in the same status this morning. I have tried several things, including deleting the section and re-add it; deleting the lesson and re-add it; click cancel and add it again... nothing has worked for me so far.
I don't think the video itself is problematic, it is one of a batch of a dozen or so videos that were all produced the same way (exported from Camtasia and compressed by HandBrake), and all the other videos made it up there okay.
Could someone point me in the right direction here? If it is indeed a problematic video, I'd like to know what's wrong with the video, so I can address it.
-Josh
Hi there, Josh! A video shouldn't take more than a minute to upload to Rise 360, so I'm glad you reached out.
Please try deleting the video block, clearing your browser cache, and uploading the video again. If you're still getting stuck, our Support Engineers are standing by to assist! You can start a case here, and they'll be ready to help.
As I am experiencing the same issue (quite regularly, to be frank) - more or less since June, when I started using Rise, can you please consider investigating it on your end, instead of blaming the user browser? There are also other threads that signal a similar processing problem on the server side, so maybe it's high time to take action?
Like I don't know - check how Rise is handling cookies and cached data maybe?
I'm tired of wasting literally HOURS trying to upload a single video & get it processed...Well said Grzegorz... another problem to add to a growing catalogue of problems with Articulate Rise (and Storyline!)
Gosh, well said. Still having this same exact unaddressed problem, 2 years later. How can Articulate release software when it has so many bugs that take years upon years to address?
Hi Emily,
I regularly upload videos to Rise and have never encountered this problem in more than 5 years using Rise.
This seems to suggest that individual video files have issues that prevent uploading them.
I should post what I did eventually to resolve this issue. I transcoded my video using the open source tool Handbrake, and selected the "Web Optimized" option. I am completely ignorant as to what this does, it was suggested to me by a greater mind. This seems to have resolved my video issues, and the size of my video files are way smaller (like 1/3 of the size). I hope that helps others.
Thanks for sharing this to the community, Josh!
Thanks for sharing, that's unfortunately not the case for me - I need to delete the block, add the block again, upload the video again, cross my fingers (tightly ;) and hope for the best...
No luck today though - 6 hours, and still "processing" for a 40-second video...
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.
I also have the same issue.
I cleared the cache on both browsers.
I even used handbrake to ensure it was web optimised.
Also experiencing this issue. Opened a case. With this many people reporting the same problem, it seems to be a systemic issue with the site.
There is currently a partial service outage that is impacting Rise, including not being able to upload content to Rise.
Thanks for letting us know what's going on, everyone. We've identified an outage with one of our service providers that is causing intermittent errors when uploading content 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!
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!
