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Video Upload Issues

This guide helps you resolve common video upload, processing, and playback issues.

Upload Issues

Upload Fails or Stalls

Possible Causes:

  • File size exceeds the 4 GB limit
  • Unstable internet connection
  • Unsupported file format
  • Browser timeout

Solutions:

  1. Check the file size — maximum 4 GB per video.
  2. Ensure you are using a supported format (MP4, MOV, WebM, AVI, MKV).
  3. Use a wired internet connection for large uploads.
  4. Try a different browser (Chrome recommended for large uploads).
  5. Disable browser extensions that might interfere.
  6. If the file is very large, consider compressing it with HandBrake before uploading.

Upload Speed is Very Slow

Solutions:

  1. Check your internet upload speed at speedtest.net (5+ Mbps recommended).
  2. Close other bandwidth-intensive applications.
  3. Upload during off-peak hours.
  4. If using WiFi, switch to a wired connection.

Processing Issues

Video Stuck in "Processing"

Normal processing time:

  • Short video (< 10 min): 2-5 minutes
  • Medium video (10-30 min): 5-15 minutes
  • Long video (30-60 min): 15-30 minutes
  • Very long video (60+ min): 30-60 minutes

If processing takes longer than expected:

  1. Wait up to 2 hours before assuming an issue.
  2. Do not re-upload the same video while processing is ongoing.
  3. If stuck for more than 2 hours, contact support with the video ID.

Processing Failed

Possible Causes:

  • Corrupted video file
  • Unsupported codec
  • Audio-only file (no video stream)

Solutions:

  1. Re-encode the video using HandBrake with H.264 codec and AAC audio.
  2. Try uploading a different format (convert to MP4 if using another format).
  3. If the issue persists, contact support with the error message.

Playback Issues

Video Buffering

Solutions:

  1. Check internet speed (2+ Mbps recommended for viewing).
  2. Lower the video quality manually using the quality selector.
  3. Close other bandwidth-intensive tabs or applications.
  4. Try a wired connection instead of WiFi.

Video Not Playing on Mobile

Solutions:

  1. Update the mobile browser to the latest version.
  2. Disable any VPN or proxy.
  3. Check if low-power mode is restricting video playback.
  4. Try the Euron Systems mobile app instead of the browser.

DRM Playback Error

Solutions:

  1. Use a supported browser (Chrome, Firefox, Safari, or Edge).
  2. Disable hardware acceleration if using Chrome.
  3. Update your browser to the latest version.
  4. Clear browser data and restart the browser.

Was this page helpful? Contact us at support@euronsystems.com