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If one of your video mezzanine file submissions is failing the ingestion process, there are several troubleshooting steps you can take to resolve common issues.

Corrupted mezzanine files

Try playing the video on your computer. Play the video at beginning and other random points throughout the video. The audio and video should be in sync and play as expected. If this test fails, re-encode the mezzanine file, and then repeat the verification test. If the video plays as expected, re-submit the mezzanine file to Prime Video Direct.

Mismatched duration

The audio and video tracks must match in duration. In your video post-production software, verify that the audio and video tracks are the same total duration. There are also free tools available that you can find on the Internet that will provide information about your mezzanine file, including the duration of video and audio streams within the file.

If there is a duration mismatch, re-encode the mezzanine file. After re-encoding, verify that your file plays properly in your video player and use a tool to verify durations. Submit the new file to Prime Video Direct.

Remux your mezzanine file

Remuxing your file to a different container type might fix the problem. Unlike encoding your mezzanine from source files, remuxing extracts and repackages the streams within an existing file to a different container type without re-encoding the video. For example, you can remux from .mpeg to .mpg or .vob to .mpg. Prime Video Direct supports multiple container formats depending on codec which are listed in the Mezzanine Requirements help topic.

After creating a remuxed mezzanine, play the video at beginning and other random points throughout the video. The audio and video should be in sync and play as expected. You can also check for mismatched durations as described in the previous section. Submit the new file to Prime Video Direct.

Re-encode your source file to a different format

Re-encoding your source files to a different mezzanine format might fix the problem. Prime Video Direct supports multiple formats which are listed in the Mezzanine Requirements help topic.