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
49 Replies
Hi, this is happening to me, and, yes, I've deleted the cache, checked your status page, and all that stuff.
I tried to upload a second block template after I assumed (wrongly) that the first had uploaded.
Now I have two block templates which seem to be fighting each other, displaying the "Inserting Template" message (attached).Since it appears I can't do anything with this course now, what do you suggest?
Just for anyone's information, if you insert a block and get stuck with the dreaded "Inserting Template" message, you can fix it. Here's what I got from support:
"You can remove the stuck templates by deleting them just like any other content block.
The delete button is actually there. It's just invisible.
Move your mouse to the very top right of the block (where the delete button normally is) and click to delete."Beats me why the delete button is hidden, but hey ho, at least it works ... when you know how to find it.
Thank you!!!
Hello, I am having the video processing issues described above in multiple sections of a course. Tried deleting and re-creating the block and clearing cache. Any new developments or things to try?
If you're able to delete the block, and clear the cache, then it is almost certainly a formatting issue.
Try recreating the video, or compressing it in HandBrake (which does wonders for upload/download times, though RISE then "compresses" it to double the size !!)
I am having these same issues. I have tried everything. Not sure what to do and I don't want to compress the videos as they are already short
Compressing the videos doesn't make them shorter, it makes the file size smaller.
Download Handbrake and play around with it - you'll get the same video, but only 10-20% of the size. This will assist uploads, and also bandwidth when your course is being used.
But if your screen is "stuck" then I suggest looking for the "hidden" delete button as I explained above.
I have this issue too. My file is pretty large (about an hour long), so I assume my issue has something to do with the size. Are there any solutions or workarounds?
Hi Lori,
What is the size of your video file?
It can't exceed 5 GB.
Thank you! It's 2.55 GB.
I am also having issues now. Uploading and processing videos >1G has been taking hours and as of yesterday it seems to be hanging.
Hi Cyndy! So sorry to hear that your less than 1GB video is taking hours to process. We did have an outage yesterday that caused some issues but it was resolved on the same day.
Can you recreate the video block and see if your video uploads successfully now?
Hi Team, Just flagging that I am also having the same issue, and I have tried all the trouble shooting steps. just wondering if there is an outage at the moment?
Hi Lany!
So sorry to hear that you are having difficulty uploading a video file.
What's your video file size? Are you still encountering this issue?
Can you recreate the video block and see if your video uploads successfully?
Just weighing in again as I have struggled with this issue for years!! Today a colleague suggested making sure the video was on my hard drive/desktop before uploading it to Rise. I had it on my OneDrive (cloud) which I thought was good enough and it was not working. As soon as I copied it to my desktop and used that version, it uploaded instantaneously. Hope this saves someone some time!!!!
