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Tiago Ramirez
Tiago Ramirez
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March 13, 2026

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?

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Brittany Soinski
Brittany Soinski
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 13, 2026

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

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Benjamin
Benjamin
Community Champion
March 13, 2026

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

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