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Media encoding troubleshooting
Media encoding troubleshooting

If your uploaded media doesn't look quite right, this guide will help!

Jean avatar
Written by Jean
Updated over a week ago

Unable to Process

So you’ve successfully uploaded your media, and it’s queued for processing. But then the processing fails. That’s the pits!

Unable to Process

Don’t panic, there are a few easy fixes.

Most of the time when a media fails to process, it means Wistia was not able to create the correct derivatives for smooth playback. This is often caused by an error in the initial exporting process.

First, we recommend exporting the file from your media editor again. If there’s any error in the file, this is the easiest place to scrub it out. Check out our exporting guide for a quick overview of our suggested settings. Then try uploading the file to Wistia again.

If you don’t have access to the original file export, we suggest running the file through HandBrake. This will often clear out any corruptions in the file, and get it ready for upload to Wistia. Check out our suggested HandBrake settings.

Still no dice? Time to call for backup.

Leave the file in the failed state (don’t delete it!), and send us a link to the media. We’ll get it cleaned up in no time. :)

No Video (Black Screen)

Is your video all bark and no bite - all audio, no video?

This is likely caused by a very low frame rate associated with your video. Usually webinars and screencasts suffer from this problem.

The good news is that there is a fix! And that’s bumping up that frame rate.

If you can do this from your video exporter, it’s easiest to make that change right in the original file. Bump up the frame rate to 24 fps, and then replace that video.

Otherwise, we’ve got the old standby - HandBrake.

You’ll want to run the file through HandBrake and increase the frames per second to 24 fps at a Constant frame rate.

Then you can replace that video!

Podcast Import Failed

If you’re trying to import your Podcast to Wistia from another host and you run into trouble there are a few things you’ll want to check on.

First, make sure you’re using an RSS Feed. This is not the same as your podcast’s landing page or website URL.

Next, you’ll want to check that all of your files are in one of our accepted formats:

  • MP3

  • WAV

  • AIF

  • AU

  • M4A

You may need to go back to your original host and make sure none of the files have been corrupted (if the episode isn’t playing on your original host, this likely means it’s corrupt). Keep in mind that if there is an issue with just one file in your RSS Feed, it may prevent the entire podcast from importing!

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