Who is this article for?

  Ideagen Collaboration portal users who encounter videos stuck processing

  No extra access that they don't have should be required to follow this guide.

Our Dev team are working on a fix tor handling this better and this is due in 2026. This article covers what to do if if you encounter videos stuck processing in the meantime.

1. Raise with Support - confirm we can manually process

Dev have a tool that can manually process the videos that are stuck. However, we would need you to confirm that they can download the video file to manually process this and then, they can put the manually processed file up to fix this.

2. Re-encode/split the video

An alternative approach may be to re-encode the video or break the video into smaller parts as the different versions may not get stuck in this way. 

If this is not an option, then whilst waiting for the fix for this, raising with support to raise with Dev would be the way forward, until the fix for this is in place.