Cloudflare stream - unknown error

Hello,

Some of the mp4 files return errors with ERR_UNKNOWN reason. Can somebody explain why we are getting errors like this? Approximately only 1 of 10 videos fails to encode for no reason. We are using PHP curl to upload videos to Cloudflare.

{
  "result": {
    "uid": "xxx",
    "thumbnail": "https://videodelivery.net/xxx/thumbnails/thumbnail.jpg",
    "thumbnailTimestampPct": 0,
    "readyToStream": false,
    "status": {
      "state": "error",
      "step": "encoding",
      "errorReasonCode": "ERR_UNKNOWN",
      "errorReasonText": "The video failed to be encoded due to an unknown cause."
    },
    "meta": {
      "downloaded-from": "xxx",
      "name": "xxx"
    },
    "created": "2021-10-08T07:59:16.432873Z",
    "modified": "2021-10-08T09:00:28.959135Z",
    "size": 336281750,
    "preview": "xxx",
    "allowedOrigins": [],
    "requireSignedURLs": false,
    "uploaded": "2021-10-08T07:59:16.432855Z",
    "uploadExpiry": null,
    "maxSizeBytes": null,
    "maxDurationSeconds": null,
    "duration": -1,
    "input": {
      "width": -1,
      "height": -1
    },
    "playback": {
      "hls": "https://videodelivery.net/xxx/manifest/video.m3u8",
      "dash": "https://videodelivery.net/xxx/manifest/video.mpd"
    },
    "watermark": null
  },
  "success": true,
  "errors": [],
  "messages": []
}

Hey! If you post the uid here or email me ([email protected]). I can try to get you more information.

Thank you for your answer @renan !

Videos uid with this error:
5c619cc5253629a6bb8f1d3c127a2bfd
c0c8be7b5b412277592917fc64d00f08
ad3e3e5b57a1d519008461fd91a288cd

@renan you are still here? Just the reminder:

Videos uid with this error:
5c619cc5253629a6bb8f1d3c127a2bfd
c0c8be7b5b412277592917fc64d00f08
ad3e3e5b57a1d519008461fd91a288cd

@renan PING :smiley:

Can you open a ticket as well? support AT cloudflare DOT com
and post the ticket # here as soon as you get the autoreply. Sometimes @zaid checks on these as well.

Hey I was finally able to take a look at this issue.

The three videos above have failed because the video metadata at the beginning of the file does not match the video contained in the video file. For example, trying to play this video file on the Firefox browser fails because the browser thinks the video is zero seconds long. Playing on other media players that correct for this, such as VLC would succeed.

I suggest re-encoding the video before uploading again, which should correct for this issue. I have also flagged this issue internally to see if we can improve handling for videos similar to this.

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