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Converting unsupported videos

What to do when a video is refused, shows ERROR, or doesn't play correctly: convert it and upload it again.

Compose converts almost every video into the right format for TSS Play automatically (see Asset creation guidelines). A few videos still can't be used: some are refused when you upload them, some show ERROR after uploading, and others upload fine but don't play correctly on your screens. Converting them with a free tool and uploading them again usually solves it.

When a video is refused

Compose accepts video files in .mp4, .mov and .webm format, up to the maximum file size shown in the upload window. That maximum can differ per organisation. Other files, for example .mkv or .avi, and files that are too large are refused with the message "File … cannot be uploaded." Convert them to .mp4 as described below.

When a video shows ERROR

A video that can't be processed gets a red ERROR label in the media library. When you open it, you see "The file couldn't be processed". The usual causes:

  • Very large H.265 videos: H.265 (HEVC) videos larger than 8192 px on either side may fail. This also applies to transparent videos wider than 3840 px, because they're processed as normal video.

  • Malformed exports: files where the duration or dimensions can't be read.

  • Formats that can't be decoded: rare, but it happens with unusual codecs.

When a video uploads but doesn't play correctly

  • Videos downloaded from the internet, for example with a free YouTube converter, are often fragmented or non-standard. They may upload but fail to play correctly. Use the original master file, or export again from your editing tool.

  • Transparent videos wider than 3840 px are processed as normal video and lose their transparency. Keep transparent videos at 3840 px wide or narrower.

Convert a video

Recommended tool: Shutter Encoder, a free and user-friendly video converter.

  1. Open Shutter Encoder after downloading and installing it.

  2. Import your video by dragging it into the Shutter Encoder window.

  3. Choose the output codec: click the dropdown below "Choose function" and set the output codec to H.264.

  4. Set the bitrate: choose Best for the best quality, or set it by hand between 20,000 and 60,000 kb/s. Higher resolutions need a higher bitrate. If the file becomes larger than your upload limit, lower the bitrate.

  5. Check the size: if the video is larger than 8192 px on either side, scale it down.

  6. Start the conversion: click Start function. The converted file appears in your output folder.

Convert a video with transparency

  1. Open Shutter Encoder and import your video.

  2. Choose the output codec: click the dropdown below "Choose function" and set the output codec to VP8.

  3. Enable the alpha channel: open Advanced features and check Enable alpha channel, so the transparency is kept.

  4. Keep it 3840 px wide or narrower. Full HD (1920 × 1080) is the standard for transparent video.

  5. Start the conversion.

Replace the video in your stories

In the Composer (easiest, new in Release 5): select the video, and in the property panel under Content, click Replace media and choose the converted file. The new file keeps the asset's frame and playback settings, and your screens get it automatically (see Adding media to your story).

In the media library:

  1. Click the video to open Edit Media.

  2. In My Media, drag the converted file onto the preview or click Upload file from computer. In the Company Library, click Replace File. The new file must also be a video.

  3. Click Save.

A file you replace in the media library doesn't reach your screens by itself. When the new file is ready, open each story that uses it and make a small change, or change its publish status and back. Replacing in the Composer doesn't need this.

Still not working?

If the same file keeps failing, contact TSC Support and include the file or a link to it.

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