If you see a "Media Conversion in Progress" wheel spinning for an extended period when trying to view media, that’s a normal background process that sometimes needs a nudge.
Why This Happens
MarketScale compresses video files so playback is smooth and fast. Most of the time this finishes on its own. Sometimes that background conversion just needs a little help to complete.
Pro tip: Compressing video files ensures they play smoothly on the web and that the platform runs fast for all users. But don't worry, we aren't permanently compressing your files. This is only for playback on the web. When you download your file, you are downloading the original / full-res file and not the compressed one.
How to Get Help
If you encounter this issue, you have several options:
Wait a While
Conversion takes time. Depending on your recording and file size, it may take minutes or even hours. In many cases, the issue self-resolves as our system automatically re-runs conversion in the background.
Contact Support
If you see "Media Conversion in Progress" for more than a couple of hours, reach out so we can restart it for you:
Start a live chat from the bottom-right of any MarketScale page and ask for human support, or
Email [email protected] with a link to the content (click the ellipsis on the media card and choose Copy link).
While You Wait
You can continue to use all other platform functions
All your comments, approvals, and other actions will be properly applied once the conversion completes
Pro tip: In rare cases, "Media Conversion in Progress" can mean the file never fully reached our system. If that happens, we’ll confirm and you may need to re-record or re-upload the media.