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Video not playing or stuck processing

What to check when a video in your course won't play, keeps loading, or stays on "Video is being processed".

Why is my video stuck on processing or not playing?

An uploaded video converts into several formats after it uploads so it plays in every browser, which usually takes a few minutes. If it's still processing well after that, or a video that used to play now spins or won't start, check the Coassemble status page, refresh, and confirm the file is under 1GB.

What should I check first?

Work through these in order.

  1. Check the status page. Go to status.coassemble.com. If there's a current incident affecting video, it will be listed there, and your video should play once it's resolved.
  2. Give it a few minutes. Longer or higher quality files take longer to convert. You can keep building the rest of your course while it processes.
  3. Refresh the page. Refresh the builder or the course. If the video finished converting while the page was open, a refresh shows it.
  4. Check the file size. The maximum file size for a video upload is 1GB. If your file is larger, compress it below 1GB and upload it again.
  5. Upload it again. If a video has been processing for over an hour, remove it from the block and upload the file again.

What if the video is from YouTube or Vimeo?

Linked videos play from YouTube or Vimeo, so they don't need processing. If a linked video won't play, open the link directly on YouTube or Vimeo to check it still exists and plays there, then paste the link into the video block again.

What can my learners try?

If the video plays for you but not for a learner, ask them to:

  1. Refresh the page, or close the course and open it again.
  2. Try a different browser, or a private or incognito window.
  3. Try a different network. Some workplace networks block video streaming.

Frequently asked questions

How long should video processing take?

Usually a few minutes. Larger files take longer. If it's still processing after an hour, check the status page and upload the file again.

All my videos stopped playing at once. What does that mean?

When every video stops at the same time, the cause is usually on our side rather than in your course. Check status.coassemble.com for a current incident.