[ARCHIVED] Studio Processing Problem

[michsmit]

We discovered a problem with Canvas Studio yesterday. After successfully uploading a two hour long live-stream Q&A video it wouldn’t ever finish processing. We tried multiple times and resorted to YouTube. Today, they are still stuck at 0% processing in Studio. We made several attempts at uploading more compressed versions with lower file sizes and nothing seemed to work. The videos will upload, sometimes eventually appear processed, in some cases even briefly showing a thumbnail. If you attempt to play the video or refresh the main page, it won’t work and will still be stuck at 0% processing.

I threw a bunch of other videos at Studio and they processed fine. After many uploads and hours of waiting, I noticed that it wasn’t the size of the file that mattered as much as the length of the video. So, I created a test video and generated many variations of length to find where it broke the processing. 1hr 39mins is the time limit. Anything less appears to process fine. I tested this again on my personal Canvas Studio account and was able to repeat the issue.

We’ve uploaded files longer that 1hr 39mins in the past. That is a long duration so it might not be an immediate issue but it is one that didn’t exist before.

Update (06-15-20): If you upload the same exact video file more than once in Studio it will use the originally processed video file. This also happens if the file was uploaded from another user account. So, the test videos linked below will process almost immediately if you try to use them.

We are still experiencing long processing times for some videos. I’m telling instructors who experience issues to wait 24 hours as most problems seem to be resolved by then.

Here is a link to download most relevant test video files close to the time limit: https://we.tl/t-8QnHIfukzS

Two of the test files are attached to this post. The videos consist of a static grey image with brief green flash at 10 seconds.

Is anyone else experiencing this issue?

Thanks!

Michael 

[christopher_br1]

I was thinking we were having this problem since we are having some processing issues at the moment where it just sits at 0, so I grabbed your sample clips and tried them.  They both process fine for me, so our issue must be different. We were thinking file size, but our findings are more like what you detailed...  I just got a 1 hour 15 minute clip at 422 MB to process.  It sat at 0 processing and then was suddenly done.  I have another clip I uploaded at the same time which is only 331 MB, but longer at 1 hour 54 minutes and it is still sitting at 0 processing.  Not sure what is going on with Studio suddenly.

[christopher_br1]

The last of our videos did process overnight.  It sure did take a much longer time than I remember having to wait before.  Odd the one processed immediately, but the other took many hours longer.

[michsmit]

Hi Chris,

Thanks for the reply. Sorry, I didn’t notice it earlier! I did find from more testing that if you upload the exact same video file in Studio (even from a different user account) it will process almost immediately. Maybe Studio is using the file hash to compare video files so they don’t have to store multiple copies of the same file. Dropbox does this too. To make more test videos for this problem I had to start cresting unique videos! 

I’ve also noticed that file size or time doesn’t matter as much as I originally thought. Right now I’m telling frustrated instructors that it might take up to 24 hours for their videos to process. It seems that most videos finish processing within that time. I just had someone complain about this on Friday.

[jholmes5]

I have been having a similar issue with using studio for recording. After I record the video I press the upload button and nothing happened. It just sat at 0%. I ended up closing out and now cannot figure out how to even get back to try and make it process again. I have found the folder that holds the recorded video but I have no clue how to access. Anyone know what I can do. I have been in que for online chat help with canvas for about an hour so I am guessing they don't actually have tech support online anymore. 

[PeterAlcedo]

Hi! We have been trying to upload a 2hr video on Studio as a material for our class but it is still stuck at 0% processing. We have tried various attempts; re-rendered to 720p, brought down the bitrate, rendered a 480p version, etc. but it doesn't seem to finish processing. Is there a solution for this at the moment? We are constrained with time because the video will be used for a scheduled class later. Thank you in advance for the help!

[leaj]

Any solution to this problem? I have a student that is having the same issues with a file. The file was recorded on an iPhone and is less than a GB so none of that should be the problem? Thoughts? It will begin processing then time out? All I can troubleshoot is her connectivity?