The upload of a video is completed but the transcoding process does not start or it is stuck at a certain percentage.
The transcoding of a video should start right after the upload is completed. However, in the event of a spike in server load, there may be a short delay before transcoding begins.
The transcoding process is estimated to take about half the time of the video; For a 30min video, you can expect the transcoding to take 15min.
- Option 1 - The transcoding process has not started
If the transcoding of a video does not start within an hour after completion of the upload, it is probable that something is wrong with the source file.
- Option 2 - The transcoding process is stuck
Alternatively, the transcoding process started but seems to be stuck at a certain point. The duration of transcoding is depending on the length of the video. If the transcoding process is taking more than the length of the video (so, the video is two hours long and the upload finished more than two hours ago), the transcoding process is probably stuck.
- Check if the video is corrupted:
Play the video on your PC with a local player and check whether the video can be played from the beginning to the end.
- Check that the Video Track is on Stream 0 and Audio Track on Stream 1
It may happen that the Video and Audio tracks get inverted. Please make sure that the video is on track 0 and the audio on track 1. You can check this simply by opening the video in VLC and going to Tools > Codec Information.
If the tracks are inverted, please re-encode the video and upload it again.
If the video file does not look corrupted, download the video in its original format (click here to find out how to download a video) and replace it (click here to find out how to replace a video) with the same video.
If the problem persists, please contact the support team. To reduce the handling time of the case, please add in your ticket a short authorization for us to download the video file for testing purposes: you can just write a line in the ticket description, e.g.: "I authorize movingimage to download the video mentioned in this ticket, for testing and debugging purposes".