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SRT file for closed captions not processing/loading

I am trying to load an SRT file for closed captions for videos on our site but it always seems to be failing. I use the Tracks tab and go through the process BUT the file stays on "processing" for hours and never gets to "ready." (longest stretch has been 5 hours in "processing") I don't know if this is our problem or JWPlayer's issue. Please help.

1 Community Answers

Cooper Reid

JW Player Support Agent  
0 rated :

Does this issue still persist or has the SRT file processed? If you email support more specifics (your account email, video key) we can troubleshoot the issue a bit further.

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