This article includes troubleshooting steps instructors can follow after they have uploaded a video to their course, but have encountered delays or issues in the processing stage.
Learn more about troubleshooting steps for video uploading issues.
The troubleshooting steps below should help resolve the video processing issue, so you can resume building or editing your course.
Troubleshooting video processing problems
After the video has been uploaded to your course, and the upload bar has filled completely, the file will begin processing and it should finish processing on its own.
The video file is taking hours to finish processing: if the file is still processing after 5 hours, however, please delete the lecture and start again.
You encounter an error message: if an error message informs you there’s an issue with the file that’s preventing it from processing correctly, then please perform the recommended action. Here are some of the troubleshooting steps you may need to take:
- Make sure that the video file name does not contain any special characters or symbols. Try removing spaces and underscores.
- Change the video format. The preferred format is .MP4 codec H.264 (with an AAC or MP3 audio codec).
- Reduce the size of the video file. Uploads should not be larger than 4 GB.
- Reduce the resolution of the file. Videos up to 1080p are preferred.
We also recommend checking that you can open and view your file on your computer and it is the correct file.
Still need help?
If you’re still having trouble, please contact our Support Team and we'll be happy to help. Please include the following information, as it will help our team investigate and resolve the issue for you.
- The video file
- The operating system you're using
- Your internet connection speed
- A screenshot of the error message
- The troubleshooting steps you've tried