Forum Discussion
Videos not loading in Rise
Hi, I am having trouble loading videos into a Rise course. It just keeps spinning saying 'processing' and then fails to load.
I tried using a new browser (Chrome) and cleared my cashe and restarted my computer.
How can I resolve this issue?
3 Replies
Hi Michelle,
Typical causes of this:
- Long file names
- Spaces or special characters in file names.
- Very large files.
- Unsupported file types.
Thanks for the tip. I have updated the file names to be short and no special characters, but it is still just 'processing'. Are translated Synthesia videos considered an unsupported file type?
Hi Michelle,
Sounds like there's a problem with the videos you're uploading to Rise 360. As a troubleshooting step, try re-encoding them using Handbrake to see if this fixes the issue. Here's where you can download Handbrake, and this video will show you how to use it.
If re-encoding doesn't fix the issue, please share a copy of an affected file here or in private by opening a support case so we can take a closer look at what's happening. We'll delete it when we're done testing!
