When you upload video materials, Dive optimizes them (converts them) to a playback format. If this conversion fails for any reason, the materials card displays "Processing failed" in red text. In this case, you can reprocess with one click from the materials card. This article explains how to reprocess and what to do if reprocessing doesn't fix the issue.

What is "Processing failed"

When you upload a video, Dive prepares it internally in the following steps.

• Processing…: Initial setup after submission
• Processing…: Conversion to playback format (HLS)

If the conversion process (optimization) fails, the materials card thumbnail displays "Processing failed", and the video cannot be played in the SOP.

Reprocess

Failed videos can be reprocessed from the materials card.

1. Open [Materials Library] from the side menu (you can also perform the same operation from the materials selection screen while editing an SOP).
2. A reprocess button (circular update icon) appears on the card of the video material displaying "Processing failed". Hover your mouse over it to see the "Reprocess" tooltip.
3. Click the reprocess button, and the message "Reprocessing started!" displays. The card status switches to "Processing…".
4. When conversion is complete, the video returns to a state where it can be used normally in the SOP.

You can reprocess as many times as you want. If the failure was due to network issues or temporary processing errors, pressing the button again often resolves the problem.

When the reprocess button doesn't appear (Re-upload recommended)

If the card shows "Re-upload recommended" and no reprocess button appears, the original video file no longer exists on Dive's side, so reprocessing is not possible (this can occur with old uploads or data submitted through special channels). In this case, upload the same video file again.

Common causes of processing failure

If reprocessing repeatedly fails, consider the following causes:

• Old video formats (such as WMV, non-web-standard formats): Videos uploaded after June 26, 2026 will be processed normally with improved conversion logic. If videos in old formats uploaded before that time repeatedly fail, reprocessing often improves the issue, so please try it. Also refer to the issue where videos after certain steps don't play in some video SOPs
• File size or length exceeds limit: Your file may be hitting the limits shown in the reference below. See Video upload restrictions
• Temporary network issues: The materials may be corrupted due to connection loss during upload. Re-uploading resolves this

Tips for best results

• Don't leave it failed—reprocess: Even if materials remain in a failed state, they won't automatically reconvert. We recommend pressing the reprocess button frequently as soon as you notice a failure
• Capture and export in formats that convert easily: Preparing videos in standard MP4 (H.264) format makes conversion more stable and reduces the chance of failure
• Contact support if it doesn't work: If reprocessing repeatedly fails, please reach out to customer-success@episotech.com with the material name and team name