DocumentationExperience Cloud KCS

Dynamic Media video processing fails with ‘NeedsReupload’ and SmartCrop errors in AEM as a Cloud Service

Last update: October 22, 2026

This article explains why Dynamic Media video processing fails with NeedsReupload and SmartCrop errors in Adobe Experience Manager (AEM) as a Cloud Service, especially when uploading long video assets, and provides steps to resolve the issue.

Description description

Environment

Adobe Experience Manager as a Cloud Service with Dynamic Media enabled

Issue/Symptoms

  • Video assets fail to process after upload or reprocessing.
  • The asset status remains NeedsReupload or process failed.
  • The dam:scene7Failure property reports Could not find any job result, even failure message.
  • The failure persists across re-upload attempts or environments.
  • Failures are reported on long videos when Smart Crop is enabled in the applied Video Profile.

Cause

Dynamic Media SmartCrop processing fails for videos exceeding backend duration limits (typically over 30 minutes), resulting in persistent errors. Temporary backend overloads also cause failures for shorter videos, but these usually resolve once the backend issue is cleared.

Resolution resolution

Follow the steps below to resolve the issue:

  1. Review the video profile applied to the affected assets and verify whether SmartCrop is enabled.

  2. In AEM Assets, open the video profile associated with the affected folder or assets and confirm whether SmartCrop is active.

  3. Determine the duration of the source video. If the video exceeds 30 minutes, SmartCrop processing is expected to fail because of backend validation limits.

  4. For videos longer than 30 minutes, create and apply a video profile that does not use SmartCrop, or remove SmartCrop from the existing video profile.

  5. Verify that SmartCrop sub-jobs are no longer triggered for long videos and that standard renditions continue to be generated.

  6. If SmartCrop is required, trim or re-encode the source video and verify that it meets the following requirements:

    • Video duration is 30 minutes or less. For maximum compatibility, keep the duration to 5 minutes or less.
    • Frame rate is 30 FPS or lower.
    • File size is within a few hundred MB.

  7. Upload the updated video and process it using the video profile that has SmartCrop enabled.

  8. If short videos also fail to process, review the Adobe Status Page for ongoing Dynamic Media service incidents.

  9. Retry processing after any backend or service issues have been resolved.

  10. Regularly monitor the Adobe Status Page for Dynamic Media incidents and service updates.

  11. Contact Adobe Support if you need information about available alerting or notification options for backend issues that might not appear on the public status page.

  12. Verify that SmartCrop processing completes successfully and that the expected renditions are generated for the affected assets.

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