Epiphan Recordings with Long Processing Times
Zachary Weissman
Tyro
We were previously using Dell PCs with Remote Recorder, but due to IT management issues and issues with various HDMI capture cards, we decided to switch to the Epiphan Pearl Nexus. The Epiphan is great, however we noticed that after the videos are uploaded to Panopto, the videos take a very long time to process. The processing takes about as long as the recording itself.
This has interrupted the existing workflow for our users, as a 2-3 hour lecture recording will take about 2-3 hours to process before it is available to edit and view. With the Remote Recorder, the recordings would be available immediately after uploading, which even for long recordings would complete in less than 10 minutes.
Our best guess is that the recordings are being transcoded on Panopto's servers for some reason. We triple checked our Epiphan configuration, and as far as we can tell, the video settings are correct for what Panopto will accept.
Answers
Hey Zachary!
I'm sorry for the long delay in responding to this. If you haven't already, please submit a support ticket, and our team will take a look at this.
I have noticed the same on an Epiphan Pearl Nexus I am testing. Have you heard anything back yet?
Hey Kevin!
A case wasn't created from this forum post, though it's possible some other users have reported it. Could you please submit a support ticket so our team can check in on the status of this issue?
Please be sure to include the model of Epiphan you're using, what other devices you're using, a direct link to a Panopto video that took a long time to process, and any other relevant information.
A case WAS created around the same time I posted in this forum. Panopto has not been very helpful. They said their engineers were working on it and closed my ticket. I opened the ticket again and asked for an ETA, and they said there is no ETA and to just watch for future release notes. Then they closed my ticket again.
Sorry about the misunderstanding! I wasn't able to find the case, which may be related to it being closed.
You can always reopen a case by replying to support's last message. As mentioned above, I recommend providing direct links to videos impacted by this and going into detail about how this is negatively impacting your experience with Panopto. Your feedback lets our team know how important it is to get this resolved as soon as possible.
I'll also make sure to raise this to the team so they can put it on their radar.
Hi Zachary,
I need to reach out to other members of my team to see if they're seeing the same things. I was really pumping the quality on the Panopto side and from the AV gear in the room. I have brought it down a shade but it still seems like it's taking a long time, way more than our remote recorders on PC though.
Thanks
Kevin
I did reply to the emails a couple times and explained how this issue has negatively impacted our Faculty, Staff, and students’ experiences. I asked multiple times for a rough ETA when the issue would be resolved, and Panopto support would not give any sort of timeframe. Regrettably it seems this issue is not a priority for Panopto to resolve, or perhaps the support team just wasn’t able to effectively communicate their side of the issue with us.
I was able to track down that case of yours, Zack. I verified that our engineering team is actively working on this, but we haven't got enough information to determine an ETA.
That said, I'll keep my eyes on this issue and I'll post here in this thread as soon as we have any updates!