Processing issues

Nothing is optimizing, or processing seems stuck.

Processing paused unexpectedly

You've most likely reached your monthly volume. Check Settings → Plan; processing resumes when the period resets or you upgrade.

Nothing is lost when this happens. Your connected sources stay linked, your settings are untouched, and queued assets are picked up when processing resumes. See Volume and usage.

Processing seems slow

Optimization runs in the background, and processing time scales with file size and complexity. A short delay during a busy period is normal — results appear in the dashboard as each asset finishes.

Video is the main thing that changes expectations here. A 4K master takes substantially longer than a web image, and the difference is not subtle. See Video optimization.

Processing seems genuinely stuck

Work through these in order:

1. Check status. Confirm there's no active incident. See Status and incidents.
2. Check your usage. If you've hit your monthly volume, processing has paused by design.
3. Check the asset. Very large video files legitimately take a long time. Compare against a small file in the same folder — if small files are moving, the pipeline is fine.
4. Still stuck? Contact support with the asset or job details.

A backfill is taking a long time

Backfills process an entire existing library and are metered at full source size. Both the time and the volume scale with the library. Run them in batches by folder so you can watch progress and the volume meter together. See Choose what to optimize.

Some assets in a folder were never processed

Check whether they're formats Inverity processes. Vector files, documents, design source files, and archives are left untouched — they don't error and they don't consume volume. See Supported formats.

If they are supported formats and were genuinely never picked up, that's worth reporting — contact support with the folder and a couple of example filenames.

Everything processed, but most assets were skipped

That's a result, not a failure. It means your library was already well optimized. See Results and savings.

If it's a change — a folder that used to save well now skipping — someone upstream probably changed export settings and is now uploading pre-compressed files.