My videos stuck in post-processing!

My videos stuck in post-processing! Need to get a video out, but the status is still set to "Post-processing"? Keep calm and contact support! Dominique Tuck

You've just finished a Virtual Assessment, and you're ready to send off the video file, but there's one hitch - the video is still processing!

Why does post-processing happen?

Post-processing is a necessary component to Virtual Assist. As you're streaming live video, we're collecting multiple video segments in the background. Once you hit "end session", that tells our system to stitch back together the audio and media into one single file for easy play-back and download.

Multiple video segments is handled in this way in case the customer stops the stream at any time, and allows them to come back to the stream at a later time to do more video. It also helps keep the video files they're streaming short and easier to send over to you live.

Audio segments are handled separately because we have an upstream provider for the VoIP system, so we need to be able to piece everything back together in the right places.

Okay, so why does it get stuck in post-processing?

Well, it can get stuck for various reasons, some are rarer than others. In most cases, the connection for the live stream isn't stable, so some of the video segments resulting can get corrupted, which then causes a time-out in the post-processing as our system tries to fix the file.

So what now?

If the above has affected your video, our support team can very quickly and easily restart the post-processing service for you to continue fixing the video files. Just send us a message asking us to do so and we can jump onto it as soon as possible. Typical post-processing after this varies, so make sure you let us know as soon as you see this occur.

In other cases where there might have been a more complex problem occur, we most likely can still retrieve the video! This will just require a deeper investigation from one of our support developers to manually look at the file and retrieve the video based off the file's state.

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