Video stuck in Processing
Updated 3 days ago
If a new video stays on Processing for hours, it may be stuck. This is rare, but it can happen on our end. Try the steps below, and if your video has been processing for more than 4 hours, message us through our chat bot and ask to talk to a human.
What Processing means
When you add a video, Moast prepares it so it can play smoothly on your store. While that happens, the video shows the status Processing in your Media library. When the video is ready, the status changes to Active.
Try Refresh processing
Open the video from your Media library. You should see a Refresh processing button at the top, click it. This makes Moast check the video and start processing it again.
Check if the upload stopped
If the video shows Pending with the message "Upload hasn't finished", the upload stopped before it started. Click Retry upload to start it again.
Moast also checks for stuck video uploads in the background and starts some of them again automatically, so it is worth checking back a little later.
Your video says Upload queued
If your video shows Upload queued, Shopify refused the upload because your store has already uploaded 200 videos in the last hour. Moast queues the video and tries again automatically in about an hour, so you don't need to import it again. If it still hasn't uploaded by the next day, the upload fails and you can message us through our chat bot.
Message us if it has been more than 4 hours
If your video is still processing after 4 hours, it is probably stuck on our end. We can fix that for you. Message us through our chat bot:
Open your Moast dashboard and click the chat bubble in the bottom-right corner.
Click 'Chat with a human'
If your video is ready but not showing on your store, see Videos not appearing on product pages or Videos not appearing on collection pages.