HTML5 Video Transcoder Stuck on Preparing Video

When viewing the list of videos in the management panel you should be able to cancel the conversion of any that are stuck.  Viewing them again on the front end of the site with requeue them for conversion.  Do you have any exceptions that may be related to the Video Transcoder?  Did it work correctly at one point?

When viewing the list of videos in the management panel you should be able to cancel the conversion of any that are stuck.  Viewing them again on the front end of the site with requeue them for conversion.  Do you have any exceptions that may be related to the Video Transcoder?  Did it work correctly at one point?

It apparently has been like this for some time. The last successful conversion was about a year ago.

Interestingly, I cancelled a pending conversion and revisited the page of that video and it requeued with an upload time "in about 6 hours"

There are no exceptions related to the Video Transcoder logged prior to my enabling "Show Basic Viewer" and that exception is saying that the file type (.mov) is not supported.

Referencing some of the documentation, it appears there have been updates to the service in the various upgrades. Where can I check that we're running the correct version of the Video Transcoder service?

Here is the latest release of the Video Transcoder:
Release Notes for Community 11 - User Documentation - Verint Community 11.x - Verint | Telligent Community

Thank you! That does look like it came out after the version of Community we are running. Is Community 11.1.2+ required for installing version 2.0.0 of the Video Transcoder?

Also, the README file is just "TBD" for content, are there upgrade instructions available for this version?

Bumping this question. In the meantime, I have cancelled all pending videos with no change to the video that was "stuck". Disabling and re-enabling HTML5 Video Transcoder cleared the list of all previously transcoded videos and did clear the stuck converting video too. The videos that were visited by users did appear in the pending list but with an upload time of "in 6 hours".

Additionally, the video transcoding job disappears from the jobs list of scheduled jobs completely after the first time it is scheduled to run. No exceptions logged anywhere, just gone from the lists in Monitoring>Jobs and Jobs>Current Jobs status, but does still appear in the Jobs>Jobs drop down.

That version of Video Transcoder will be compatible with yours. This new version includes detailed event logging and more control of video processing that should help to uncover any issues you are experiencing. We highly recommend you upgrade to the latest available version of Community 11.x as well.

Here are instructions for installation: community.telligent.com/.../how-do-i-install-telligent-community

Thanks! We're actually a lot closer to bumping to v12 than I thought we were so this may end up being rolled in to that upgrade instead. Thanks for the instructions.