When a video material is uploaded, Dive optimizes it to a playback format. If this conversion fails for any reason, the material card displays "Processing failed" in red text. At this time, you can reprocess with one click from the material card. This article explains the reprocessing method and how to respond if reprocessing does not fix the issue.
"Processing failed" explained
When a video is uploaded, Dive internally prepares it in the following steps.
- Processing…: Setup immediately after submission
- Optimizing…: Converting to playback format (HLS)
If the conversion process (optimization) fails, the material card's thumbnail displays "Processing failed," and the video can no longer play in SOPs. The reason for the failure is also displayed. Check that first, as the next step depends on the reason.
Reprocess
For a failed video, you can execute Reprocess from the material card.
- Open the side menu Materials (you can perform the same operation from the material selection screen while editing an SOP).
- On the card of the video material showing "Processing failed," a Reprocess button (circular update icon) appears. Hover your mouse over it to see the "Reprocess" tooltip.
- When you click the Reprocess button, a message saying "Reprocessing started!" appears, and the card status changes to "Processing…".
- When conversion is complete, the video returns to normal playback status in SOPs.
You can execute reprocessing as many times as you want. If conversion fails due to network conditions or a temporary processing error, often pressing it again resolves the issue.
When "Video conversion is busy" appears
The conversion process has a limit on how many videos can be processed simultaneously. When you upload multiple videos at once, you may temporarily reach this limit. This is not a file problem, so wait a while and then reprocess. The same file will go through. Re-uploading is not necessary.
When the Reprocess button does not appear ("Re-upload recommended")
If the card shows no Reprocess button and displays "Re-upload recommended," the original video file is not retained on the Dive server, so reprocessing is not possible (this can occur with old uploads or data from special submission paths). In this case, upload the same video file again.
Common causes of processing failure
If reprocessing fails repeatedly, consider the following possible causes.
- Old format videos (such as WMV, formats not standard for the web): Videos uploaded on or after June 26, 2026 are handled correctly with improved conversion logic. If old format videos uploaded before that fail repeatedly, reprocessing often improves them, so try it once. Also refer to [Fixed] Issue where video does not play after a specific step in some video SOPs
- File size or length limit exceeded: You may have hit the limit shown below. Video upload restrictions
- Temporary network issues: If your connection drops while uploading, the material may become corrupted. In this case, re-uploading resolves it
- Original video file is corrupted: A video corrupted on your PC cannot be converted no matter how many times you reprocess it. Export the video again from the original source and then upload. Note that if a file is clearly corrupted, we detect it at upload time and notify you before sending (so you don't have to resend large files many times)
Tips for successful use
- Don't leave it failed, reprocess: Materials left in failed state are not automatically reconverted. We recommend pressing the Reprocess button frequently once you notice
- Capture and export in easy-to-convert formats: Using standard MP4 (H.264) makes conversion stable and failure less likely
- Contact support if it won't fix: If conversion continues to fail after repeated reprocessing, please let us know at customer-success@episotech.com with the material name and team name