This article covers:
- what to do if files you add to your Create project load slowly,
- what to do if a specific file doesn't load (you might see a sad face or an unchanging 0% loading percentage),
- what to do if the whole project or all of your files don't load when you reopen it (you might get stuck on an "assembling pixels" or "loading your assets" message).
Why are my media files loading slowly?
When you add media to a project, a loading symbol and percentage may appear:
If your input file is a supported file type, this symbol disappears after a short amount of time once your assets have loaded.
If your input file is an unsupported file type, Create converts it behind the scenes so that you can use it in your project. This conversion step can take some time, depending on the file's size and resolution, and the CPU and graphics card of your computer. This might be why you have to wait longer.
If loading doesn't progress at all, it's possible it got stuck. Try reloading the page, or see other tips below.
What if a media file is not loading at all?
If particular video files are not loading at all, an option to try is converting them to mp4 using our Utilities tool, saving them, and then adding these files into your Create project.
To switch to the Utilities dashboard, use the square menu icon in the top right of your Projects screen (you can switch back to Create the same way when you're finished):
Then drag and drop your file to convert it. If you see an error when trying to convert with Utilities, your video file might be corrupted. If so, try re-exporting it from its original source.
What to do if the project is not loading at all
When you open an existing Create project, sometimes a loading message appears saying "assembling pixels" and you need to wait for the project to load:
If this message doesn't go away after a short amount of time, please try the following:
1. Reload the page
Either right click > reload, or use the reload button of your browser to reload the page Create is in. Often this solves the problem and the assets load immediately, especially if the problem occurs when you first open the project. Make sure your internet connection (wifi) is active when you do this.
2. Reopen the project
Try going back to your Projects Page (by clicking the Clipchamp Create logo in the top left of the screen) and then reopening the project.
3. Free up memory
Try closing other browser tabs and applications to free up memory on your computer.
Also make sure there's enough free disk space available on your computer's internal HDD or SSD, which is required for temporary project files and space during the video processing and exporting phase. The available free space should be more than the size of the video files you're using in your project. Then try reloading the project.
4. Disable other browser extensions
Sometimes Chrome extensions can interfere with Create if you have them installed. We've seen cases where the Google Translate or VidIQ extensions have caused problems. Privacy plugins such as Ghostery or Adblock Plus can interfere too.
To disable extensions, open a new browser tab and go to chrome://extensions/
Uncheck the "Enabled" box next to the extension you want to turn off.
To disable Ghostery, click the Ghostery icon in your toolbar and choose "Trust Site".
To disable Adblock Plus, click the ABP icon in your toolbar and choose "Disable on this site".
Once these are disabled, reload the Create project page.
5. Log out, clear the cache and restart Chrome
If the above steps don't work, try the below steps. However, make sure you still have your original files (the video, audio and image files you added to your project) as you may need to relink them when you reopen the project.
- Log out of your Clipchamp account.
- Clear your browser cache (in the "clear browsing data" menu choose All time and click "Cached images and files")
- Restart Chrome.
- Once Chrome has restarted, reopen Clipchamp Create (go to app.clipchamp.com).
- Log in again and open the project.
6. (Advanced) site data clearing
An additional option to try is to delete the site data in the Chrome Developer Tools and reload the Clipchamp page afterwards. This leads to all video editing and processing files to get reloaded so that projects can open correctly again. You might have to relink the media assets in editing projects after this process.
a) Click the Customize Google Chrome icon
b) Click More tools, then Developer tools
c) Click the Application tab at the top, then on Clear storage in the menu that comes up on the left
d) Click Clear site data down the bottom
e) Lastly, refresh the Clipchamp page and try to open the project again
If you still experience loading problems after trying these steps, or can't load files or open your project, please get in touch with us using the chat icon in the bottom right. Note that at certain times of the day or on weekends it may take some time to receive a response due to time zone differences and our office hours.
Problems with some computers and project lengths
Depending on the length, format and file size of the videos you're adding to the project and on the computer you're using (amount of free memory, type of graphics card and CPU), you might be having problems because the video processing is compute-intense and is taking up more resources than the computer has available.
If you have access to a different computer with a different CPU and graphics card and more memory available, you can try opening your project on it instead. NOTE: to do this you must bring your input files with you, please see working on a Create project on a different computer.
Alternatively, you can try breaking up a longer editing project into several shorter ones and see if that makes it load properly (you can create a copy of a project via the Projects Page or through the top left menu in the project itself)
You can also try compressing the video files you are using in the project first (for example by using Clipchamp Utilities) and adding the resulting MP4 files to your project instead.