Studio Fails to Transcode Multi-hour Uploaded Media


This behavior has been resolved and deployed to the production environment as of 6/19/24.


When uploading an hourly length MP4 file on Studio, it gets stuck processing and returns an error.

Expected Behavior

To be able to upload the Media and be streamable after processing completes.


No workaround exists at this time.

Steps to Reproduce

Prerequisites: Have an MP4 file with at least 1 hour length video and a Studio account.

  1. Upload the file in your Studio

  2. Leave the media processing

  3. You will notice that the media will be processing for hours and never finishes transcoding

Additional Info


Known issues indicate notable behaviors that have been escalated to the Canvas engineering team. Known issues are not a guarantee for an immediate resolution. This document is for informational purposes only and does not replace the Support process. If you are encountering the behavior outlined in this document, please ensure you have submitted a Support case (per your institution's escalation process) so Canvas Support can adequately gauge the overall customer impact and prioritize appropriately.

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