I have been working on creating courses in Rise. For two weeks, everything was going fine. This week, however, videos won't upload. No matter what computer or internet I try, videos won't upload to the video multimedia block. I have reset my modem and router at work and at home, and reset both of my computers, but still no go. Both computers are new, one is a Mac less than 2 years old, and the other is a PC laptop that I purchased 3 weeks ago.
Does the issue happen to other videos as well? I recommend doing the following troubleshooting steps:
1. Try using a different browser such as Google Chrome. 2. Make sure the browser is fully updated. 3. Clear the browser's cache. 4. Restart the computer.
If the issue persists, feel free to send us your video file for closer inspection. You can send it here.
Hi, I am having similar issues Today. I tried with Edge and Chrome and I am having the always the same message as per below. My files are between 2.9 and 3.1 GB. Any ideas? Or is there any temporary issue? Thanks
Hi Michal! So sorry you're having trouble uploading your video. I just checked and it is working on my end. May I know if it happens with only a specific video or all your videos? If you haven't done this yet, please update your browser, try clearing your browser's cache, then try to upload the video again. We'll be here if you need more help!
Hi Hazel, Thank you for your message. I cleaned cache but it still doesn't work. I tried on both browsers. I tried with small video ~100mb and all worked correctly. However I have several videos around 3gb and got the same error for all of them.
Hi Michal! You're most welcome. Sorry to hear that it's still not working for you. If you've tried another device or another network, is it okay to share the file with us privately by opening a case here?
Our team may be able to discover if something is wrong with the file itself.
We were having this issue in our organization and discovered the root cause was that when working through a VPN, the VPN timed out creating the error. We were able to work around it by 1) downloading the video to our desktop or local drive, 2) disconnecting from the VPN, 3) loading the video into Rise, 4) reconnecting to the VPN.
It took us a long time to figure this out, so I thought I would add it to this thread in case it helps anyone else. Especially with more and more of us working remotely.
Hi Katelin! Sorry to hear you are having trouble uploading a video to Rise.
Kindly try these troubleshooting tips:
1. Try other supported browsers and check if you are still getting the issue. This will check if the issue is browser-specific.
2. Please access Rise in Incognito or InPrivate window and try to upload your video (For Windows press Ctrl + Shift + n, for Mac: Press ⌘ + Shift + n.) Sometimes plugins cause odd behavior. Do you still get the same issue when in Incognito?
3. 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.
You can open a case with us here if you've already tried all the steps above and you still are unable to upload your video.
Hi there, I am currently having issues uploading video content - have tried on different browsers and different laptops but getting the message that there's an issue with the network or server or that I'm using an unsupported format (tried both mov and mp4). It seems to be uploading and processing for some time, then I get the error message. Any help would be really appreciated.
Hi, I am unable to upload videos since last night. It was working fine however since last night it just says it's uploading but the video doesn't appear and it is less than 1 GB. I'm using Chrome and have cleared the cache/cookies, etc but no result. I have uploaded videos earlier and there were no issues so not sure what's going on now. Please can you support? Thanks
Hello, I am trying to upload a video on Rise 360. I have tried to upload and re-upload too many times, but it always gets stuck on video processing. My video is an hour long, but I have uploaded these in the past and have done so successfully. Please help!
Hi Mubaraka! So sorry to hear that you are having trouble uploading a video to Rise. Are you having difficulty with just one video or all videos? Does the issue occur in all supported browsers?
Hello, Thank you for looking into this. The video is not uploaded but it took over 2 hours and restarting my PC 3 times. I also used Camtasia to reduce the size of the video and after an almost full day lost, it finally got uploaded (it circled at processing for over 40 minutes though!).
What could be the reason if I come across this in the future? Any tips or suggestions?
******************* PLEASE NOTE ******************* This E-Mail/telefax message and any documents accompanying this transmission may contain information that is privileged, confidential, and/or exempt from disclosure under applicable law and is intended solely for the addressee(s) named above. If you are not the intended addressee/recipient, you are hereby notified that any use of, disclosure, copying, distribution, or reliance on the contents of this E-Mail/telefax information is strictly prohibited and may result in legal action against you. Please reply to the sender advising of the error in transmission and immediately delete/destroy the message and any accompanying documents. Thank you.
I'm glad to hear that you were able to upload your video, Mubaraka!
I've also tried uploading a lengthy video file (around 2GB) and it did take a while to process before it uploaded. Just wondering, what's the size of the video file you uploaded? Is it a standard .mp4 file? In the future, you can try optimizing your browser first by clearing the cache before uploading a large media file or a lengthy video.
By the way, your signature gets attached when you replied via email. You can remove this by clicking Edit and then updating your reply.
I'm glad to hear that you were able to upload your video, Mubaraka!
I've also tried uploading a lengthy video file (around 2GB) and it did take a while to process before it uploaded. Just wondering, what's the size of the video file you uploaded? Is it a standard .mp4 file? In the future, you can try optimizing your browser first by clearing the cache before uploading a large media file or a lengthy video.
By the way, your signature gets attached when you replied via email. You can remove this by clicking Edit and then updating your reply.
48 Replies
Hi Manja,
Does the issue happen to other videos as well? I recommend doing the following troubleshooting steps:
1. Try using a different browser such as Google Chrome.
2. Make sure the browser is fully updated.
3. Clear the browser's cache.
4. Restart the computer.
If the issue persists, feel free to send us your video file for closer inspection. You can send it here.
Hi,
I am having similar issues Today. I tried with Edge and Chrome and I am having the always the same message as per below. My files are between 2.9 and 3.1 GB. Any ideas? Or is there any temporary issue? Thanks
Hi Michal! So sorry you're having trouble uploading your video. I just checked and it is working on my end. May I know if it happens with only a specific video or all your videos? If you haven't done this yet, please update your browser, try clearing your browser's cache, then try to upload the video again. We'll be here if you need more help!
Hi Hazel, Thank you for your message. I cleaned cache but it still doesn't work. I tried on both browsers. I tried with small video ~100mb and all worked correctly. However I have several videos around 3gb and got the same error for all of them.
Hi Michal! If 100mb videos of the same file format are working for you, looks like your connection may be timing out partway through the upload.
Please try again:
- using the latest version of Chrome, in Incognito mode to temporarily disable any add-ons.
- Clear your browser cache and rename the file for upload with a shorter name and no special characters/space
Please us know if you still have trouble!
Hi Renz, thank you. Appreciate your support. I tried all you have listed, still no luck. It is very weird.... Thanks anyway.
Hi Michal! You're most welcome. Sorry to hear that it's still not working for you. If you've tried another device or another network, is it okay to share the file with us privately by opening a case here?
Our team may be able to discover if something is wrong with the file itself.
We were having this issue in our organization and discovered the root cause was that when working through a VPN, the VPN timed out creating the error. We were able to work around it by 1) downloading the video to our desktop or local drive, 2) disconnecting from the VPN, 3) loading the video into Rise, 4) reconnecting to the VPN.
It took us a long time to figure this out, so I thought I would add it to this thread in case it helps anyone else. Especially with more and more of us working remotely.
Thank you Kelsy for sharing your solution with the community!
I am trying to upload an 805MB video and it doesn't seem to be working. Any tips?
This post was removed by the author
Hi Heather! Sorry to hear that your video isn't uploading. Are you getting an error message?
I am having the same issue...
Hi there, I am currently having issues uploading video content - have tried on different browsers and different laptops but getting the message that there's an issue with the network or server or that I'm using an unsupported format (tried both mov and mp4). It seems to be uploading and processing for some time, then I get the error message. Any help would be really appreciated.
Hi Miles!
I see that you’ve connected with one of our Support Engineers, Eric. You’re in great hands! We’ll continue the conversation in your support case.
Hi, I am unable to upload videos since last night. It was working fine however since last night it just says it's uploading but the video doesn't appear and it is less than 1 GB. I'm using Chrome and have cleared the cache/cookies, etc but no result. I have uploaded videos earlier and there were no issues so not sure what's going on now. Please can you support? Thanks
Hi there Fashion Learning! So sorry to hear that you cannot upload a video to Rise.
Does it happen to just one video or all videos you upload? Have you tried other browsers and does the same issue occur?
For faster assistance, you can also open a case with us here so that you can get one-on-one help from one of our technical support engineers.
Hello, I am trying to upload a video on Rise 360. I have tried to upload and re-upload too many times, but it always gets stuck on video processing. My video is an hour long, but I have uploaded these in the past and have done so successfully.
Please help!
Hi Mubaraka! So sorry to hear that you are having trouble uploading a video to Rise. Are you having difficulty with just one video or all videos? Does the issue occur in all supported browsers?
Not sure if it is helpful, but if you are using a VPN, we have to disconnect from VPN to upload most videos into Rise.
Kelsy Colwell
Training & Instructional Design Specialist
Northrop Grumman Federal Credit Union
Phone: 310-808-4821 Mobile: 310-387-1448
Email: KelsyC@ngfcu.us
Box Number 47009 | Gardena, CA 90247-6809
www.ngfcu.us
Hello, Thank you for looking into this. The video is not uploaded but it took over 2 hours and restarting my PC 3 times. I also used Camtasia to reduce the size of the video and after an almost full day lost, it finally got uploaded (it circled at processing for over 40 minutes though!).
What could be the reason if I come across this in the future? Any tips or suggestions?
Thank you.
Mubaraka Halvadwala, Analyst Instructional Designer
Email: mhalvadwala@villagemd.com
Contact: +716 249 9554
******************* PLEASE NOTE ******************* This E-Mail/telefax message and any documents accompanying this transmission may contain information that is privileged, confidential, and/or exempt from disclosure under applicable law and is intended solely for the addressee(s) named above. If you are not the intended addressee/recipient, you are hereby notified that any use of, disclosure, copying, distribution, or reliance on the contents of this E-Mail/telefax information is strictly prohibited and may result in legal action against you. Please reply to the sender advising of the error in transmission and immediately delete/destroy the message and any accompanying documents. Thank you.
I'm glad to hear that you were able to upload your video, Mubaraka!
I've also tried uploading a lengthy video file (around 2GB) and it did take a while to process before it uploaded. Just wondering, what's the size of the video file you uploaded? Is it a standard .mp4 file? In the future, you can try optimizing your browser first by clearing the cache before uploading a large media file or a lengthy video.
By the way, your signature gets attached when you replied via email. You can remove this by clicking Edit and then updating your reply.
I'm glad to hear that you were able to upload your video, Mubaraka!
I've also tried uploading a lengthy video file (around 2GB) and it did take a while to process before it uploaded. Just wondering, what's the size of the video file you uploaded? Is it a standard .mp4 file? In the future, you can try optimizing your browser first by clearing the cache before uploading a large media file or a lengthy video.
By the way, your signature gets attached when you replied via email. You can remove this by clicking Edit and then updating your reply.