Help Topics: Troubleshoot Video Not Uploading or Converting

Uploading a Video

If you’re running into a rough patch when trying to upload your video to your Video Player, it may be due to one of these reasons:


  • The file format your video is in

Our platform supports videos in any of the following formats: .mov, .mp4, .mpg, .avi, .wmv, .3gp and .3g2.  Don’t see your video file’s format here? Try converting it with a video converter program first, and try it again!


  • The internet connection you are using

Are you still waiting for your video to upload after thirty minutes? It may be that the internet connection is too slow. If possible, try uploading your video file from a different computer and see if that helps. You can also try using the simple uploader to upload your video files.


Converting a Video

If you find yourself stuck on this page for more than thirty minutes after you've successfully uploaded your video, please consider the following factors:


  • The size and length of your video

The video file size limit is 100MB, so check the size of your video before you upload it.

While the video file size limit is 100MB, this is the file size limit after our servers have converted it. The files are converted to Flash after they are uploaded, and this conversion process automatically makes the video's file size larger. For this reason, uploading videos that are right at the limit might not work. A 100MB video file may do fine in the upload process, but die out during the conversion process.


The larger factor is the length of the video. There is no set limit on the length of a video, but occasionally a 75MB video will upload fine, while at other times a 40MB video won't even make it that far. Try uploading a video that is is shorter in length first. If you continue to experience difficulty uploading your video, try uploading a video under 50MB and shorter than 15 minutes.


You can also upload your video externally (such as through Hulu, YouTube or Vimeo) and then embed it to your network. The embed code will have a format like the one you see here.


For other Help Topics, click here or contact Carnegie Hall.

Views: 233


You need to be a member of Carnegie Hall Musical Exchange to add comments!

Comment by Pablo Lucero on March 29, 2013 at 11:02pm

Hey, my video keeps saying it's being converted, but it ends up staying like that for a long time... any help?

Comment by Evan Taylor on January 7, 2013 at 5:44pm

Hi Josie, sorry you're having trouble uploading a video. I sent a message to your inbox so we can try to get to the bottom of the issue. :)

Comment by Josie Rose Duncan on January 6, 2013 at 10:07am

every time I try to upload, this happens! It says it is being converted but I don't think it is


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