Troubleshooting: on-demand video (upload)

Occasionally a video upload may be interrupted by a momentary network issue during the preparation, upload, or processing (transcoding) phases. When this happens, your video may remain in one of the following statuses:

• Preparing video... ➜ If your video upload remains in this status for more than an hour, it is recommended that you return to the 'Videos' page (by refreshing your browser) where your video will be in 'Incomplete' status. Select 'Edit' from the menu in the top right of the video tile, change the video file, and try again.
• Incomplete ➜ If your video is in this status when the video is no longer uploading, select 'Edit' from the top right of the video tile, change the video file, and try again.
• Processing ➜ If your video remains in this status for more than an hour, it is recommended that you select 'Remove from sale' from the menu in the top right of the video tile. You will then need to create a new video and try again.