Topic: Transcoding error

Hello RC,

I have uploaded a short video to an exposition, and although it is visible as a thumbnail in the editing box, in the exposition itself it shows the below message, and cannot be played:

'Transcoding job for media file XXX failed. Please contact the User Support.'

May I ask for some assistance to get this working please?


Re: Transcoding error

Hello Louise,

The RC uses an external service called Zencoder which accepts almost anything, but sometimes, it gets confused if the type of the file doesn't match the content. Also, rare or unique aspect ratios can fail (10x2 aspect ratio, or something like this..)
But we can only really tell if we have the file. Could you perhaps send a copy of the file to ?