After a video completes the uploading step it moves into processing. If the uploaded video fails to process please follow these steps to work to resolve the issue:
1) What NOT to do:
- Do not upload the same file over and over. If it failed once, it will likely fail again.
2) What to do next:
- Make sure the video file opens & plays on your computer. Scan to various sections of the film to see if it continues to play all the way through.
- Check the file size to make sure its not a quicktime reference file. It will be several MB in size if it is a reference file.
- Inspect the video file details in quicktime or another media inspector to ensure it has 1 video track and 2 audio channels.
- Ask for help by sending in a ticket to TeamXStream support (firstname.lastname@example.org). We can inspect the file and see what went wrong.
Some Reasons why video could fail during processing:
- Quicktime Reference files. Sometimes Mac users will find a video file on their computer and upload that file. It could be a quicktime reference file. It may look like a normal video file by its name, but the video actually lives in a separate location. This happens most often with GameBreaker/Sportscode. There is a movie file inside the package, but the video actually resides in the MOVIE_DATA folder. The easiest way to tell is the size of the MOV file. If it is only a few MB in size, then its not a valid video file. The TXS site checks the size of the file and gives a warning if the file is very small.
- Too Many Audio channels. Our system is expecting no more than 2 audio channels inside the file. Any more than that and the processing will fail. Some cameras use as many as 8 channels for audio, but this can be disabled. To check your video file, you can open it in Quicktime and then go to Window -> Show Movie Inspector.
- Corruption. Sometimes files get corrupted by the camera, or by other software you use to create the video files. This is rare, but we've seen it happen. Tools such as Elgato Turbo can correct the flaws and create a new video file that is no longer corrupt. In extremely rare cases, the video file is unusable and cannot be recovered.
- No video tracks found. We've seen several incidents where a large video file is uploaded, but there are no video tracks listed when we inspect the file.
- Multiple video tracks found. If you upload a video file that contains many video tracks, only the first track will be processed. If you have multiple tracks, you can "flatten" the tracks down to just 1. Elgato is a good tool for flattening a video file.