Sometimes the processing of a file's proxy can fail. If you see a file with a thumbnail image showing "Error" this is a good indication that a reprocess is needed.
Also if you see that a file has been processing for much longer than expected. Sometimes this a can be fixed by reprocessing the file showing the error.
Who can reprocess a file?
Admins - any user that has an Admin account can reprocess any file. If you need to reprocess a file but don't have the rights, contact a CORE Admin and they can help you.
Uploaders - Any user that uploads a file can reprocess the file they uploaded.
Edit Access - Users that have an Access Rule giving them permission to edit files within a production/company/department etc can reprocess the files covered by the Access Rule.
My Thumbnail Shows Uploading or Processing & Video Won’t Play
If the thumbnail shows that it’s still processing and the video won’t play,
Check the size of your source file. File processing on CORE occurs at the rate of 6x-8x the length of a video file. Larger files could take 20 minutes or more to process.
If you didn’t upload the file, select the History Panel icon to see what time the file was uploaded. You don’t want to reprocess a recently uploaded file. It may need more time to complete.
If it’s been longer than what’s reasonable for the size of your file, try to reprocess your file.
Select the File
Go to the Asset Player
Select the More icon in right corner of the Top Bar
Select Reprocess.
Once you reprocess the File, refresh the page. If the file is a large file, such as a full-length (approx 2 hr) movie, give it 20-30 minutes to reprocess.
If Reprocess is not selectable, or the file still doesn’t work after reprocessing, escalate the issue to your Tier 1 Support Team. Provide Support with the following information from File Info:
File Name
File ID
MD5
NOTE: If there is no MD5 number, then:
Reprocess it:
Rule of thumb is to wait 1 minute per Gb. If it isn't fixed, then contact Support to have the file reviewed.
A missing MD5 may also indicate that the upload wasn't complete. In that situation, re-upload the file.