Articles on: FAQ & Troubleshooting

Processing and Video Failing Issues

If you are experiencing "failed" status issues with your videos, taking too long to process or failing to upload successfully, there are a few common factors to consider. This step-by-step guide will help you troubleshoot and resolve these issues. Remember, we're here to assist you at every step of the way.

Checklist for Troubleshooting:

Follow these steps to identify and address the potential causes of processing and video failing issues:

1. Video Format:

Make sure your video is in the MP4 (H.264) format.

Video saved on a computer in .MP4 format may actually be in a different format or have wrong codecs, causing upload issues.

Use online video compression services like MP4Compress or to convert your video to the right MP4 format. Once the file has been converted, try re-uploading your avatar to the platform.

2. Frame Rate:

Check the frame rate of your video. It should be below 30 frames per second (FPS).
If your video exceeds 30 FPS, use a free online video frame rate changer like AConvert to adjust the frame rate to a suitable level before uploading it.

3. File Size and Resolution:

Ensure that your video's file size is below 50 MB.
Check the video resolution and make sure it is 720p or 1080p or lower. Higher resolutions may result in longer processing times or failures.

4. Server Status:

In rare cases, our servers may experience temporary issues. To check the status of our servers, visit If there is an ongoing server problem, please be patient and try again later.

5. Contact Support:

If you have followed all the above steps and are still encountering issues, please reach out to our support team for further assistance.
Contact our support team through [support email or contact number] and provide them with detailed information about the problem you are facing. They will guide you in resolving the issue promptly.


By following this step-by-step troubleshooting guide, you can identify and address the common causes of processing and video failing issues. Remember to ensure your video is in the correct format, has an appropriate frame rate and resolution, and falls within the recommended file size limit. If you still experience difficulties, don't hesitate to contact our dedicated support team for personalized assistance.

We appreciate your patience and understanding as we work together to resolve any video-related issues you may encounter.

Updated on: 20/06/2023

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