HELP

[Tiago Ramirez]

Hi, my video is stuck processing and never loads.

It appears in my library but it has no duration and it keeps showing a loading spinner. I also cannot download it.

The recording is about 1 hour long and was recorded on iOS.

Could you please reprocess the video?

[Brittany Soinski]

I'm sorry to hear that! Please open a ticket with our support team:

https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201

[Benjamin]

HI @Tiago Ramirez ,

I'm sure you'll be in good hands with Atlassian support to help address your issue. 

For context, what browser are you using to view your library? Have you tried using a private or incognito browser to see if you still see the issue. I find that sometimes I run into weird quirks, chrome private browser usually takes it away.

-Ben