The upscale tool is not working. the process begins but does not reach the final output

Hi ​@defaultx5l7wub4eoy7,

I'm sorry to hear you're having trouble with the video upscale feature. I understand how frustrating it can be when the process starts but never completes, especially when you're waiting for the final output.

To help us investigate, could you please share a few additional details?

• Does the issue occur with every video you try to upscale, or only with specific files?
• What is the original video format (MP4, MOV, etc.) and file size?
• Are you using Firefly on a web browser? If so, which browser and version?
• Approximately how long does the process remain on the "Please wait" screen before it stops progressing?
• Do you receive any error messages, or does the process simply remain stuck?
• Have you tried a different browser, incognito/private mode, or a different network connection?

Please try the steps mentioned below-

1. Refresh the page and try the upscale again.
2. Clear your browser cache and cookies, then sign back in.
3. Try using a supported browser such as Chrome or Edge with the latest updates installed.
4. Disable browser extensions (especially ad blockers or privacy extensions) and test again.
5. Test with a smaller video file to see if the issue is file-specific.

Regards,

Tarun