Why is my video still processing?
A gallery video stuck on Processing isn't fun when your client is waiting on you too. Here's what video processing is and how to get the film moving.
Gallery video is included on the Plus and Pro plans. See CoreHue plans.
What video processing is
After your file finishes uploading, CoreHue turns it into streaming versions at several qualities, makes the first thumbnail, and measures its exact running time. That's what lets the film start instantly and play smoothly on any screen.
A video card goes through three stages:
| What the card shows | What's happening |
|---|---|
| A spinner, with progress in the upload panel | The file is still uploading from your computer |
| Processing | The upload is done and CoreHue is preparing the video |
| Thumbnail, play button and running time | Ready, and visible to your client if the gallery is published |
How long processing takes depends mostly on the film's length and resolution. A short clip is ready quickly. A long 4K film takes longer. You don't need to keep the page open: once the upload panel says Uploaded, processing carries on without you.
Your client never sees a video until it's ready, so there's no half-finished film in their gallery.
If it's been processing a long time
- Refresh the chapter. The video card shows its latest status when the chapter loads, so a finished video may just need a refresh.
- Check the upload actually finished. Open the upload panel and look for the video under Completed. If you closed the tab or lost your connection mid-upload, the file never fully arrived. The card can show Processing for a while and then change to Couldn't process this video about 24 hours later.
- Upload it again if it didn't finish. Delete the card and add the video again, keeping the tab open until the row says Uploaded.
If a video has said Processing for hours after a complete upload, contact us with the gallery name and we'll look into it.
When it says "Couldn't process this video"
This means the upload didn't arrive in one piece or the file couldn't be turned into a streaming video. There's no retry button for videos, so:
- On the card, open ⋯ and choose Delete.
- Re-export the film, ideally as an H.264 MP4. See Video formats and export settings.
- Upload the new file.
A video that fails doesn't count toward your total video time or your monthly upload limit, so trying again doesn't cost you anything.
Uploading the same file again usually fails the same way, so start from a fresh export. If that fails too, contact us.
If the upload won't start at all
That's usually a limit rather than processing. Check the message that appeared when you added the file:
- "That video is longer than your plan allows."
- "Video storage full. Upgrade or delete videos to upload more."
- "You've reached this month's video upload limit."
- "Each video must be under 20 GB."
Video limits by plan explains each one. For uploads that crawl or keep dropping, see Uploads failing or slow.
Frequently asked questions
Can I share the gallery while a video is processing?
Yes. You can share a gallery while a video is processing. Your client sees the photos straight away, and the video appears in the gallery as soon as it's ready. You don't need to send anything again.
Can I change the thumbnail while it's processing?
No, not until it's ready. Edit thumbnail appears once the video has finished processing. You can rename or delete it in the meantime.
Does a failed video use up my video time?
No. A video that fails to process doesn't count toward your total video time or your monthly upload limit.
Why is the video ready for me but my client can't see it?
When a video plays in your dashboard but your client can't see it, check the gallery is published, the chapter isn't hidden or client-only, and the video card doesn't show a Restricted label. See Restricted gallery videos.