If you have added a video to the CMS of your video platform, but it is not shown in the Media Overview - or just shown as a black rectangle, then something went wrong with the uploading process. The cause can be caused by a number of factors and in this article we will explain what you can do to solve this problem.
If you have started the upload process of a video via the 'Add' button of the Media Overview, but then the video does not appear in the Media Overview, first check if the computer that you are using to manage the CMS is actively connected to the internet. Also, check if the video you are trying to upload is playable on your computer and if it contains the file extension '.mp4', '.mov', '.mpg' or '.webm'. If all of this is the case, try to upload your video again using the 'Add' button. If uploading fails again, please contact TradeCast Support via firstname.lastname@example.org.
Video as a black rectangle with a white, spinning circle
Does your uploaded video appear in the Media Overview, but is shows - even after 24 hours - as a black rectangle with a white, rotating circle in the middle? Then chances are the source file you uploaded was not either '.mp4', '.mov', '.mpg' or '.webm' or that the video file you uploaded was exported with the Apple ProRes codec, which is not supported by TradeCast. Fix this and try to upload your video again. If uploading fails again, please contact TradeCast Support via email@example.com.