Help Center

Find solutions to common issues and get help with StreamDash

Video Status Guide
Understanding what each video status means and what to expect
Pending

Pending

Your video has been uploaded and is waiting to be processed. This usually happens immediately after upload.

Processing

Processing

Your video is being converted to HLS format. This can take a few minutes depending on the file size and length.

Ready

Ready

Your video has been successfully processed and is ready to stream. You can now embed it or use the HLS URL.

Failed

Failed

Video processing failed due to an issue with the file format or content. Re-uploading would not help, please check the video file and try again.

Error

Error

An unexpected error occurred during processing. This is usually temporary and can be resolved by re-uploading. If the issue persists, please contact support.

Important Notes:

  • • Videos in PENDING, PROCESSING, FAILED, or ERROR status do not count towards your credit usage, deleting these videos will refund your credits.
  • • Only successfully processed videos (SUCCESS) consume credits
  • • Processing time depends on video size and length - larger files take longer
  • • If a video fails, you can delete it and re-upload without losing credits
Common IssueVideo Processing Issues
Troubleshoot videos stuck in ERROR or PENDING status

If your video is stuck in Error or Pending status:

  1. Delete the problematic video from your dashboard
  2. Re-upload the video file
  3. Wait for processing to complete
  4. Videos with errors or pending status will not count towards your credit usage

Note: If the issue persists, try uploading a different video file or contact support.

General Troubleshooting
Try these steps if you're experiencing issues

Authentication Issues:

  • Sign out and sign back in
  • Clear your browser cookies and cache
  • Try using a different browser
  • Check if your session has expired

Video Upload Issues:

  • Ensure your video file is supported (MP4, MOV, AVI)
  • Check your internet connection
  • Try uploading a smaller file first
  • Make sure you have sufficient credits

Performance Issues:

  • Refresh the page
  • Check your internet connection
  • Try accessing from a different device
  • Clear browser cache and cookies
Still Need Help?
If you couldn't find a solution here, contact our support team

Email us at: streamdash@duck.com

We typically respond within 24 hours during business days.