Why has my Panopto video upload stopped progressing?

Sometimes a Panopto video will stop progressing during uploading or processing. Students often describe this issue as a "stuck" or "stalled" video. The root cause of this issue is most always that the user's login authentication to the Panopto recorder timed out. 

 

Note: The steps below are from the perspective of having used the Panopto recorder for the video. If you are getting an error message when  uploading an external video file into Panopto, try running the file through HandBrake then upload the converted file.

 

How to  re-start a "stuck" Panopto-recorded video:

First level troubleshooting (Panopto for Windows and Panopto for Mac):

  1. Sign out of the Panopto recorder then sign back in using your WGU single sign-on (SSO) credentials.
  2. Check the "Manage Recordings" section of the recorder to confirm that the upload/processing resumed.

Second level troubleshooting (Panopto for Windows and Panopto for Mac):

  1. Check the "Manage Recordings" section of the recorder to see if video session created "offline.
  2. Use the steps within the article, How do I upload an offline Panopto recording?

Third level troubleshooting:

(Panopto for Windows):

  1. While on the "Manage Recordings" section of the recorder, select the button "Set Offline" located next to the stuck session.
  2. Use the steps within the article, How do I upload an offline Panopto recording?

(Panopto for Mac):

Determine if the session's raw files captured on your Mac:

  1. Open your "Finder"
  2. Open "Documents"
  3. Open "Panopto Recordings" folder
  4. Locate the subfolder that corresponds with the date/time of your recording session.
  5. Locate the "DV" .mp4 file (when clicked this file should play your primary video/audio).
    1. If your video task only requires a primary video (such as health assessments and undergraduate speech assessments): Upload the .mp4 file using the tutorial provided in the article, How do I upload a video file into Panopto?
    2. If your video task requires video and a multimedia component, please review this video tutorial from Panopto on how to "build a session."