Overview
For videos displaying "Processing failed" due to conversion failure, pressing the reprocess button would not start processing and would display "Failed to Re-run".
Occurrence Date/time and Status
September 15, 2026 to October 5, 2026 at 5:30 PM. Fix was completed on October 5, 2026 at 5:30 PM.
Affected Range
The issue occurred when the following operation was performed.
- During the period above, pressing the reprocess button on a video displaying "Processing failed"
* Reprocessing did not occur, and the video remained displaying "Processing failed". The uploaded video File remains as-is, so it can be converted through reprocessing.
* Videos with completed conversion and created SOPs are not affected.
Cause
There was an error in the determination when accepting reprocessing requests, and the video record for reprocessing was judged as "not found", so all reprocessing requests were treated as failed.
Fix Details
We fixed the determination when accepting reprocessing requests. When you press the reprocess button, the display will soon change to "Processing… a video", and when conversion is complete, it will return to a state where it can be used normally in the SOP.
Along with this, we also made the following improvements.
- Even for videos that take a long time to convert, Processing will continue until completion. If you Reload the page during Processing, the Processing display will remain and you can confirm the status
- Videos where Audio recording did not start mid-way, such as with screen recording, will also complete conversion
- When Uploading multiple videos at once, we increased the number of Videos that can be converted simultaneously to make conversion more likely to complete
Customer Request
- If there is a video displaying "Processing failed" in [Materials] in the side menu, please press the reprocess button (the circular update icon). Depending on the length of the video, it will be Completed in a few to more than 10 minutes
- If you have re-uploaded the same video, there is no problem deleting the failed video
- For screens open before the fix, the browser may retain old data. Please Reload the page (Update) before using
We apologize for any inconvenience this may have caused our customers during this time. We look forward to your continued use of Dive.