.mp4 file conversion

hello for the past week I have been attempting to convert a .mov file to .mp4 and encounter an error. step 1: upload .mov (no issues) step 2: uploading media prompt (no issues) step 3 is the issue: once uploaded it goes straight into "waiting in queue" error and the wheel spins FOR-EV-ER (screenshot attached) and never converts my file so that I may export as an .mp4 Please help. I use this feature almost weekly and LOVE it, I hate to be without it