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.
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...
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, 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...
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.
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!
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.
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 !!)
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 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?
41 Replies
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...
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.
You can start a case here when you're ready.
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.
See https://www.articulatestatus.com/
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!
This post was removed by the author
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?