Technical Issue: Video creation stuck for 24 hours & cancel request
ISY Marketing
Hi Mathify Support Team,
I hope you are doing well.
I am writing to report an issue with the video generation process on your platform, which seems to be lagging or stuck.
Yesterday afternoon, I started creating a video. It has been almost 24 hours now, but the video is still processing and has not finished. I actually left my computer on for 3 hours to wait for it before turning it off to go home.
Today, I need to create a new video, but the previous one is blocking me. Could you please let me know if there is any way to turn off, pause, or delete this pending video so I can start a new project?
I look forward to hearing from you soon. Thank you for your support!
Best regards,
[Jessica]
J
Jose Alvarez Cabrera
(I'm sending this both here and to the email on file, since that's the easiest way for us to keep talking directly — feel free to just reply to the email if anything else comes up.)
Hi Jessica,
Thank you for flagging this, and I'm really sorry for the trouble.
I tracked this down to a bug in our backend processing pipeline that caused a subset of generations—including yours—to stall instead of completing or failing cleanly (which would have at least let you retry right away). I have since deployed a fix, so this shouldn't happen again.
Your stuck project should be clear now, and you're free to go ahead and start your new video — no need to wait on or work around the old one. If you open the app and it's still showing as processing or in your way, just reply here with the project name (or a link to it) and I will take a closer look.
Separately—I noticed you've been building several videos with Mathify, and I'd love to understand your use case better so we can make Mathify actually useful for how you work. If you have a minute, I'd genuinely appreciate hearing:
- What you're using the animations for (teaching, content, something else?)
- What's been working well, and what's been friction
- Anything you wish the platform did that it doesn't today
Happy to hop on a quick call if that's easier than writing it out (https://calendly.com/jose-mathify/30min). Thanks again for your patience, and for taking the time to report this clearly.
Best,
José
Mathify Founder