Here are some steps to check in case the Clipchamp Utilities converter/compressor doesn't work (for example if the page freezes or crashes, you can't load the page, you can't convert or record a video, a recording or conversion fails, or you get an error message saying "something went wrong". These steps may also help if you can't save a converted video, or if your conversion progress gets stuck or frozen on 100% for a long time).
1. Update your browser (preferably Chrome) to the latest version
We recommend using Google Chrome browser with Clipchamp as it will work the most reliably. We especially recommend it if you are trying to convert a large file (e.g. larger than 2GB) as some other browsers can struggle to compress large files – a common reason a conversion can fail to complete. You can download Chrome for free here.
If you're using Safari on a Mac, here's how to update Safari. It's particularly important to update if you're using Safari version 10 or lower because there is a bug in an old version that means saving might not work or the Save button might not appear. Our users often encounter problems in Safari so we highly recommend using Chrome instead.
2. Try emptying your browser cache
In the Clear browsing data menu select All time and Cached images and files (or Cached web content in Firefox), then click Clear Data.
After that, reload Clipchamp, log back into your account and try the video processing again.
3. Close other tabs and background applications
We recommend closing all other browser tabs in Chrome and also closing other applications that might be running in the background (for instance Google Hangouts) while attempting a conversion to free up processing power and memory.
This is something we particularly recommend if you are using a Chromebook, since Chromebooks can unfortunately be a bit slower than many Windows or Mac computers.
4. Run Clipchamp Utilities in your browser's incognito (or private) mode
5. Make sure your computer has sufficient disk space
Please make sure that there is enough free space on your computer's internal HDD or SSD, which is required for temporary project files and space during the video processing phase. The available free space should be more than the size of the video file you're trying to process. If a video has failed to process, lack of space or memory is a common reason.
6. Disable extensions
Sometimes extensions like Ghostery or Adblock Plus can cause issues or errors, particularly with uploading to YouTube and Google Drive. We recommend disabling these for https://util.clipchamp.com (your Utilities dashboard)
To disable Ghostery, click the Ghostery icon in your toolbar and choose "Trust Site" and reload the page.
To disable Adblock Plus, click the ABP icon in your toolbar and choose "Disable on this site" and reload the page.
Some other extensions can interfere with Clipchamp if you have them installed. Try temporarily disabling some or all extensions in Chrome by opening a new browser tab and going to chrome://extensions/. Uncheck the "Enabled" boxes next to the extensions and reload the page.
If Conversion or Compression Still Don't Work
If none of the steps suggest above helped, please contact us using the chat widget in the bottom right of the screen with the following information:
your operating system
your browser and its version
file size of input video
format of input video
resolution of input video
selected output settings in Clipchamp
any error messages you're seeing