When you upload a video material, Dive optimizes (converts) it into a playback format. If this conversion fails for some reason, “Processing failed” appears in red on the material card. In most cases, you can reprocess it with one click from the material card. This article explains how to reprocess and what to do if reprocessing does not fix the problem.

What “Processing failed” means

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

• Processing upload…: Preparation right after the upload is received
• Optimizing…: Converting to the playback format (HLS)

If the conversion step (optimization) fails, “Processing failed” appears on the thumbnail of the material card, and that video can no longer be played in SOPs. The reason for the failure is also shown, so please check it first. What to do next depends on the reason.

Reprocess

You can run Reprocess on a failed video from its material card.

1. Open [Materials] in the side menu. (You can do the same from the material selection screen while editing an SOP.)
2. On the card of a video material showing “Processing failed,” the Reprocess button (circular refresh icon) appears. Hover over it, and a “Reprocess” tooltip appears. If “Re-upload recommended” is shown instead of the button, see When “Re-upload recommended” appears instead of the Reprocess button.
3. When you click the Reprocess button, the message “Reprocessing started!” appears, and the card status changes to “Processing upload…”.
4. When the conversion is complete, the video returns to a state where it can be used in SOPs as usual.

You can run Reprocess as many times as you need while the Reprocess button is displayed. If a failure is caused by network conditions or a temporary processing error, pressing the button again often fixes it.

On the materials page, you can also reprocess from the material details screen (the screen that opens when you click a material card) using the [Reprocess] button. If you receive an email about a failure, clicking “Open target video in the admin screen” in the email also opens this screen.

● When “Video conversion is busy” is displayed

Conversion has a limit on how many videos can run at the same time, so the limit may be reached temporarily, for example when many files are uploaded at once. This is not a problem with the file, so please wait a while and then reprocess. The same file will go through as it is. You do not need to upload it again.

When “Re-upload recommended” appears instead of the Reprocess button

In the following cases, reprocessing will not fix the problem, so “Re-upload recommended” appears instead of the Reprocess button.

When a cause is displayed (when the problem is with the file itself)

The cause and the next step are shown under “Processing failed” (on the material card, the text may be cut off; hover over it, or check the full text on the details screen). Please follow what is shown. The main messages are listed below. For these messages, uploading the same file again will give the same result.

• The file is an image, not a video: This appears when something such as a video preview image has been saved under the video's name. Upload the original video from the device that recorded it.
• The video is too short: Please upload a video that is 1 second or longer.
• The video is longer than the limit: Please split the video and upload it in parts.
• The video file is corrupted and could not be converted: Please export the video again from the original and upload it.
• The file has no video: This appears for files that contain only audio, for example. Please upload a video that contains video footage.

When no cause is displayed

The original video file is no longer kept on Dive's side, so it cannot be reprocessed. (This can happen with older uploads or with data that was added through a special route.) Please upload the same video file again.

Materials you no longer need can be deleted from the details screen on the materials page using [Delete]. (The person who uploaded the material, the Owner, and the Team Administrator can delete it.)

Common causes of “Processing failed”

If reprocessing keeps failing, the following causes are possible.

• Older video formats (such as WMV, which is not a web standard format): Videos uploaded on or after June 26, 2026 are processed correctly thanks to improvements to the conversion logic. If an older-format video uploaded before that date keeps failing, reprocessing often helps, so please try it once. You can also refer to [Fixed] Bug in some video SOPs where videos after a certain step do not play.
• Over the length limit: Each video can be up to 60 minutes long. Please split longer videos and upload them in parts (Supported video and image formats and limits)
• Temporary network problem: If “Could not start the conversion because of a temporary communication error” is displayed, reprocessing the same file will fix it.
• The original video file is damaged: If a video is already broken on your computer, it cannot be converted no matter how many times you reprocess it. Export the video again from the original and then upload it. Files that are clearly damaged are checked at upload, and you are notified before the file is sent (so you do not have to resend large files over and over).

Tips for using it well

• Reprocess instead of leaving it in the failed state: A failed material that stays as it is will not be converted again automatically. We recommend pressing the Reprocess button regularly whenever you notice a failure.
• Record and export in a format that converts easily: If you prepare videos as common MP4 (H.264) files, conversion is more stable and failures are less likely.
• If it still does not work, contact support: If reprocessing keeps failing, please let us know at customer-success@episotech.com and include the material name and team name.