I keep getting Error when trying to upload a video to articulate Rise. It doesn't give me any further details. Just a red exclamation mark in a circle and the word ERROR next to it with the option to dismiss the message at the side. I am using Google Chrome. Tried about 4 times now. Anyone else having the same issue? It gets right to the end of the upload, then fails.
I managed to do this from a different laptop a little while later but I haven't tried again. I will let you know if it happens again.
Kind regards
Sachin
Coventry Building Society is authorised by the Prudential Regulation Authority
and regulated by the Financial Conduct Authority and the Prudential Regulation
Authority (firm reference number 150892 www.fca.org.uk) and is a member of the
Building Societies Association. Registered Office: Coventry Building Society,
Economic House, PO Box 9, High Street, Coventry CV1 5QN.
Godiva Mortgages Limited is registered in England and Wales (with company
registration number 5830727) and is authorised and regulated by the Financial
Conduct Authority (firm reference number 457622 www.fca.org.uk). Registered
Office: Godiva Mortgages Limited, Oakfield House, Binley Business Park,
Harry Weston Road, Coventry CV3 2TQ.
ITL Mortgages Limited is registered in England and Wales (with company
registration number 2321779) and is authorised and regulated by the Financial
Conduct Authority (firm reference number 302608 www.fca.org.uk). Registered
Office: ITL Mortgages Limited, Oak Tree Court, Binley Business Park,
Harry Weston Road, Coventry CV3 2UN.
I am trying to upload a 45min webinar MP4, and same issue. This is not the first time either. After 10mins I check and then errors out, I have to keep trying all day to finally get it to stick. I know it is a larger file, but this should still work. It will upload right away, then gets stuck on Processing and errors out. Any suggestions?
Thanks for sharing your experience, David. I'm sorry the video upload took so long! Video upload speed is often dependent on your internet connection and the size of the file. We recommend hosting the video on a site like Vimeo or YouTube if you're able to, then embedding the video in Rise using a multimedia embed block. This will reduce the overall file size, as well!
Having the same error again today. Been trying all day. Tried from 2 different machines. Same error. Is there an upload issue at the moment? Little bit annoyed as my Storyline file has also corrupted and when I tried to submit a case ticket, and clicked Submit, the page just stuck.
Hello, I am having the exact same problem. I have tried every day this week to upload videos and I get the same result. After about 90 seconds, I receive the error message. I have tried three different courses, as well as three different videos of different sizes. I am using Chrome and cleared the cache but no help. I also tried outside the company VPN, same results. I talked to a colleague in my organization yesterday, and he is not experiencing any issues with uploading videos. Not sure what to do, please advise. thanks David
Hi there, Thu. Our team would love to help. Please click here to open a case, include details of what you've tried so far, and our support engineers will reach out with next steps.
Hi Elizabeth! So sorry to hear that you are getting an error message when you are trying to upload a video in Rise.
Let's try the following:
1. Please make sure that your browser is updated.
2. Try other supported browsers and check if you are still getting the issue. This will check if the issue is browser-specific.
3. Please access Rise in Incognito or InPrivate window (Windows: Press Ctrl + Shift + n. Mac: Press ⌘ + Shift + n) Sometimes plugins cause odd behavior, Do you still get the same issue when in Incognito?
4. If the above steps do not work, kindly try clearing your cache to see if it will resolve the issue. Here's how to do it.
If these steps do not work, please open a case with us here.
Hi there, Document Control! Thanks for reaching out here in the E-Learning Heroes forum and for also opening a support case. I see your case wasn't resolved, so I wanted to check in. Are you still running into an error when uploading a video to your Rise 360 lesson?
Please let us know how it's going, and we'll continue working with you to get this resolved.
I'm sorry for the trouble uploading the video file! I was able to upload a sample MP4 file on my end.
You may try using Incognito mode to rule out possible browser extensions that may be causing the problem. If this does not work, use a different supported browser with the latest updates.
I'm happy to look at your video file to investigate further as needed. You can upload it here or privately in a support case. We'll delete it when we're done testing.
16 Replies
Hi Sachin! I'm sorry to hear you ran into trouble while uploading a video to your Rise 360 lesson!
Rise had some video processing issues the day you ran into this error, but that problem is now resolved. Please let me know if you're able to successfully upload a video now!
I managed to do this from a different laptop a little while later but I haven't tried again. I will let you know if it happens again.
Kind regards
Sachin
Coventry Building Society is authorised by the Prudential Regulation Authority
and regulated by the Financial Conduct Authority and the Prudential Regulation
Authority (firm reference number 150892 www.fca.org.uk) and is a member of the
Building Societies Association. Registered Office: Coventry Building Society,
Economic House, PO Box 9, High Street, Coventry CV1 5QN.
Godiva Mortgages Limited is registered in England and Wales (with company
registration number 5830727) and is authorised and regulated by the Financial
Conduct Authority (firm reference number 457622 www.fca.org.uk). Registered
Office: Godiva Mortgages Limited, Oakfield House, Binley Business Park,
Harry Weston Road, Coventry CV3 2TQ.
ITL Mortgages Limited is registered in England and Wales (with company
registration number 2321779) and is authorised and regulated by the Financial
Conduct Authority (firm reference number 302608 www.fca.org.uk). Registered
Office: ITL Mortgages Limited, Oak Tree Court, Binley Business Park,
Harry Weston Road, Coventry CV3 2UN.
I am trying to upload a 45min webinar MP4, and same issue. This is not the first time either. After 10mins I check and then errors out, I have to keep trying all day to finally get it to stick. I know it is a larger file, but this should still work. It will upload right away, then gets stuck on Processing and errors out. Any suggestions?
Update, I finally got it to process this time around. I had to stay on the same window for 1hr to complete.
Thanks for sharing your experience, David. I'm sorry the video upload took so long! Video upload speed is often dependent on your internet connection and the size of the file. We recommend hosting the video on a site like Vimeo or YouTube if you're able to, then embedding the video in Rise using a multimedia embed block. This will reduce the overall file size, as well!
Having the same error again today. Been trying all day. Tried from 2 different machines. Same error. Is there an upload issue at the moment? Little bit annoyed as my Storyline file has also corrupted and when I tried to submit a case ticket, and clicked Submit, the page just stuck.
What is going at at the moment?
Hi there, Sachin. I created a case for you so our team can get you some help. You'll get an email from us soon!
Hello, I am having the exact same problem. I have tried every day this week to upload videos and I get the same result. After about 90 seconds, I receive the error message. I have tried three different courses, as well as three different videos of different sizes. I am using Chrome and cleared the cache but no help. I also tried outside the company VPN, same results. I talked to a colleague in my organization yesterday, and he is not experiencing any issues with uploading videos. Not sure what to do, please advise. thanks David
Hi, I have the same problem for 2 weeks now. Please help. Thanks.
Hi there, Thu. Our team would love to help. Please click here to open a case, include details of what you've tried so far, and our support engineers will reach out with next steps.
I am receiving an error message when trying to upload a 15 minute MP4 video in Rise 360. I have been trying for some time now. Any suggestions?
Hi Elizabeth! So sorry to hear that you are getting an error message when you are trying to upload a video in Rise.
I am having the same error, and have tried the steps above. Any other suggestions?
Hi there, Document Control! Thanks for reaching out here in the E-Learning Heroes forum and for also opening a support case. I see your case wasn't resolved, so I wanted to check in. Are you still running into an error when uploading a video to your Rise 360 lesson?
Please let us know how it's going, and we'll continue working with you to get this resolved.
I'm having the same issue. The video file is MP4, 13 seconds long and the size is not even 4M (3,945KBm to be precise).
The error message is: "Processing failed. Please check the file and try again."
Hi Soorena,
I'm sorry for the trouble uploading the video file! I was able to upload a sample MP4 file on my end.
You may try using Incognito mode to rule out possible browser extensions that may be causing the problem. If this does not work, use a different supported browser with the latest updates.
I'm happy to look at your video file to investigate further as needed. You can upload it here or privately in a support case. We'll delete it when we're done testing.