Video Upload and Processing Best Practices
While we handle most video formats seamlessly, occasionally a video format may not be compatible with XP's servers. If this happens, you’ll receive an email notifying you that the video couldn’t be processed.
To simplify things and minimize potential issues, follow these best practices for creating and exporting your videos.
Best Practices for Creating/Exporting Your Videos:
Use Standard Formats: Avoid saving your video in unusual formats or with obscure codecs. Stick to general output settings or templates. Recommended formats are MP4, M4V, and MOV. (Avoid AVI or FLV!)
Encode in H.264: Whenever possible, encode your videos using the H.264 codec.
Avoid Single-Target Formatting: Don’t select options designed for specific devices (e.g., “best video for iPhone only”).
Use Multi-Pass Processing: If time allows, export with multi-pass processing to enhance video quality. This method encodes your video twice, reducing artifacts and benefiting high-motion content.
Upload/Processing Times:
Upload time depends on your internet connection. Processing time varies with video size and server load but is typically quick. Most videos are processed within a few hours.
Next Steps for Troubleshooting:
Re-upload the Video: Remove the video from the "Media" tab in Step 3 and re-upload it. Sometimes a second attempt resolves the issue. Make sure the video fully uploads before closing the window and click the green "Save" button.
Contact Support: If the issue persists, reach out to our support desk via the green chat widget or email us at support@xperiencify.com. Mention that you’ve reviewed this page and followed the troubleshooting steps. For quicker assistance, include the original video file (using GDrive or Dropbox) and specify its intended location in your course (Course, Module, and Training or exact location). Also, provide details about the video creation and export process, including the software and settings used.
The more information you provide, the faster our team can resolve the issue and get your video up and running.