Forum Discussion
MichelleZitelli
Community Member
Thanks for the tip. I have updated the file names to be short and no special characters, but it is still just 'processing'. Are translated Synthesia videos considered an unsupported file type?
JoseTansengco
5 months agoStaff
Hi Michelle,
Sounds like there's a problem with the videos you're uploading to Rise 360. As a troubleshooting step, try re-encoding them using Handbrake to see if this fixes the issue. Here's where you can download Handbrake, and this video will show you how to use it.
If re-encoding doesn't fix the issue, please share a copy of an affected file here or in private by opening a support case so we can take a closer look at what's happening. We'll delete it when we're done testing!