What You're Seeing
If you notice a "Media Conversion in Progress" wheel that continues spinning for an extended period when trying to view media on our platform, this is a normal technical process that occasionally needs assistance.
Why This Happens
Our platform compresses large media files to make viewing smoother and more efficient
This background conversion occasionally needs to be restarted
Rest assured, your original file is safely stored in our system
How to Get Help
If you encounter this issue, you have several options:
Contact Us Via Live Chat
Our team can quickly restart the conversion process for you
This is often the fastest way to resolve the issue
Start a live chat in the bottom right of any page on MarketScale and ask for human support
Email Support
Send a message to [email protected]
Include a link to the media that's experiencing the conversion issue
Our team will restart the process and notify you when it's complete
Reach Out to Your MarketScale Coach
Your dedicated coach can assist with this and any other platform questions
They can coordinate with our technical team to resolve the issue
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
We're Here to Help
These occasional technical hiccups are normal with media processing. Our support team is ready to help ensure you can access your content quickly and continue your workflows without significant interruption. If you have any other questions about our platform, please don't hesitate to reach out!