Update on New Update and Bug Reports

HelpdeskCategory: AnnouncementsUpdate on New Update and Bug Reports
Craig Staff asked 4 weeks ago

Hey everyone. Just posting a new ticket for bug reports on our new update.

On Monday I rolled out a rather significant update and with updates come issues. I have been working to make sure any issues are addressed as quickly as possible and I am very thankful for both your patience and willingness to report any bugs.

I am greatly aware that when you are trying to get your work done, website issues can be frustrating which is why I try to respond and resolve as quickly as possible.

Things are quieting down and my apologies for any trouble you have had over the last couple of days and I feel things are pretty close to being back to stable, but if you run into any issues please post them below. I have been too busy resolving any problems to post a breakdown of the new features yet, but I will asap.

Thanks!!

Craig

Roderick Ferrier replied 3 weeks ago

Craig, currently having issues with saving as well as making videos. It takes FOREVER and the header is messed up at the end. Please advise. Thanks

Craig Staff replied 3 weeks ago

@Roderick Ferrier Give it a go now. Had some atypical heavy server load. Working to make sure it doesn’t happen again now.
Thanks!
Craig

Martyn Kelland replied 3 weeks ago

I am having the same issues with the header beiing messed up. Happened on multiple occasions now.

Martyn

Craig Staff replied 3 weeks ago

@Martyn Kelland Can you give me some more details on this?
I did see one of your videos had a duplicate headline and I deleted it and remade it and it came out good. https://clipscribe.com/manage-transcriptions/?versionid=136561
This one looks to have done well: https://clipscribe.com/manage-transcriptions/?versionid=136561

Are these older videos (like 3-4 days?) If they were worked on prior to the headline fix, you might have to re-save or remake them.
Otherwise, I would just need more details. i.e. “Video “My Video 1″ has the headline showing up a little to the left of where it should be”

Just need more info, so I can look at the exact issue. But at first glance, at least the most recent 2 videos look to be in good shape.

Thanks!
Craig

Roderick Ferrier replied 3 weeks ago

Craig, still having header issues. Emojiis move when saved and making a video. Thanks

Craig Staff replied 3 weeks ago

@Roderick Ferrier Seems to be once in a while it happens. Checking into it.
If you are in a hurry, click MAKE and if the position looks right, let it finish. If it is off, reposition and click MAKE again. I will fix it tonight.
Craig

Roderick Ferrier replied 3 weeks ago

Done. Also the stock images are not loading when you search for an image. I am attempting to change header BG using stock images.

infotrafficality-com replied 3 weeks ago

@Roderick Ferrier Ah, Thank you. All fixed on the stock images. Working on the emojis now. FYI, there appears to be an issue with the edit/crop feature on the stock backgrounds. I am looking at it now as well.
Thanks!
C

Craig Staff replied 3 weeks ago

@Roderick Ferrier Hey, just an update, I resolved the emoji issue. BIG thanks for letting me know about that as it was so inconsistent, I would have never known. 🙂
Also what I was saying on the stock images is now, instead of adding them directly to your video, you can click the edit button first and then use the Transform option in the editor to crop the image perfectly for either the top bar, bottom bar or canvas. You will see the icons in the bottom. Click the type of crop and when positioned, click CROP. Then click SAVE and it will add it to your backgrounds library so you can add it to the bar in question. 🙂
– Craig

11 Answers
Robert Howell answered 4 weeks ago

Hi Craig, Hope it’s all going OK. I’ve just discovered that for some reason, when I made and downloaded the film (The Story of Nin) it had left off all the end credits which don’t have subtitles. I tried downloading the .srt file and uploading it again but seem to have the same issue. I also tried putting an empty subtitle box at the end but it wouldn’t let me. I’m not able to get the last couple of minutes of the film. Any thoughts?

I am trying again but it is taking a very long time to make the film now

Cheers

Rob

Craig Staff replied 4 weeks ago

@Robert Howell Checking now Robert.
– Craig

Craig Staff replied 4 weeks ago

@Robert Howell Did you adjust the quality settings? That can significantly increase the time it takes to make your video.
Craig

Craig Staff replied 4 weeks ago

@Robert Howell I fixed the issue on the end. Do you need to add any other subtitles there?
If not, you can click MAKE again.
Checking on that final icon showing up to add another block at the end.
Craig

Robert Howell replied 4 weeks ago

Thanks I’m making it again now – didn’t change the quality last time. Let’s see how it goes. Perhaps I’m just being too impatient. Thanks, Rob

Craig Staff replied 4 weeks ago

@Robert Howell I am trying to track down the issue with that last time block. Did you originally download the SRT and upload it again? i.e. were you editing the SRT file offline? Maybe that is where the timing got off and that last block was left off. I just reprocessed the subtitles to test and the last block was included all the way to the end, so wondering if it could be something else. Your file is pretty large at 1.3 GB and that can have an affect on how long it takes to encode too. If you want I can run a quick and dirty version you can check over before rendering the final. This is a feature I am working on.
Craig

Robert Howell replied 4 weeks ago

Hi, Yes I downloaded the .srt file and re-uploaded it without any editing.
A quick dirty version sounds like a good idea. It’s still ‘making’ from my last message.
Ideally I want the subtitles to stop when the speaking stops. When I last played it in edit mode. the last box stayed put to the very end.
Rob

Robert Howell replied 4 weeks ago

Craig, great news. It’s finished making and has downloaded perfectly with the end credits in place. All is well. Have a good rest of the day,

Craig Staff replied 3 weeks ago

@Robert Howell Yeah I just saw it. Great. Anything else you need let me know.
Craig

Sondra Stewart answered 3 weeks ago

Hello. I keep getting this error emssage when I try to download.

The document 13668-142815-love.mov-12752-136668.mp4 could not be opened.

It is saving the file but with zero data.

I am doing exactly the same thing as aways. And was working up until Friday.

Craig Staff replied 3 weeks ago

@Sondra Stewart That appears to be an issue with your original file. You can see it in the preview here: https://clipscribe.com/manage-transcriptions/?versionid=136728
Check your original video and if it is fine, then re-upload. If it isn’t fine then you will have to trace down the issue.
Let me know if I can help further.
Craig

Azu Ifeachor answered 3 weeks ago

Hi, Just tried to download a video meme I made and the subheading has moved up to overlap the main heading when I export the video.

It looks fine in the preview, but is all jumbled up in the final export. This was a video for a client, so was a little frustrating.

Craig Staff replied 3 weeks ago

@Azu Ifeachor Give me one moment to sort this out for you.
Thanks,
Craig

Craig Staff replied 3 weeks ago

@Azu Ifeachor I looked through your 3 most recent videos and they all look right. Can you give me an ID number or Name or link? (The id number can be found in the editor page URL.)
Thanks!
Craig

Azu Ifeachor replied 3 weeks ago

Hi Graig,

That’s because I had to go back and delete the sub-headline, then increase the size of the main headline in order to provide the client with an acceptable alternative.

I have just made a new version of the videos and it appears the error has now cleared.

Many thanks for the prompt response!

Craig Staff replied 3 weeks ago

Ok, sorry for any inconvenience. Did roll out an update this AM, so maybe that had something to do with it, but all looks stable now.
Here if you need me.
Craig

Nicole DiNezza answered 3 weeks ago

Hi! the color of the headline and bottom are not processed properly. From light pink, after processing the video, it turns to dark pink and sometimes to white. Thanks

Nicole DiNezza replied 3 weeks ago

Saved the video with black color (canvas, header and bottom), clicked make video then the previewed color turned white

Craig Staff replied 3 weeks ago

@Nicole DiNezza Hey Nicole.
So, when I looked at it, you had the canvas as transparent pink and both bars as transparent pink. The canvas is a new feature and looks like I need to take out the transparency option as that will cause issues.
I am working on it now, but I would make the canvas pure white and then the bars light pink. Ideally, not transparent, just make the the light pink color.
But I am running some tests now on it and will report back in a few minutes.
Craig

Craig Staff replied 3 weeks ago

@Nicole DiNezza That seems to have worked: See here: https://snipboard.io/z9fkEl.jpg

I am clicking MAKE again as I rendered it in low-res mode so I could look at it. I am noticing this video for some reason is taking longer than usual to create. I am checking into that as well, but you will get a notice when it is ready to download.
Thanks!
Craig

Sondra Stewart answered 2 weeks ago

The subtitles got created, but now I can’t move the vidoe, it is stuck on the first frame, whether I click the play button or move to a subtitle. It there still and issue with your provider?

Attachments
Sondra Stewart answered 2 weeks ago

The subtitles got created, but now I can’t move the vidoe, it is stuck on the first frame, whether I click the play button or move to a subtitle. It there still and issue with your provider?

Attachments
Sondra Stewart answered 2 weeks ago

The subtitles got created, but now I can’t move the vidoe, it is stuck on the first frame, whether I click the play button or move to a subtitle. It there still and issue with your provider?

Attachments
Sondra Stewart answered 2 weeks ago

The subtitles got created, but now I can’t move the vidoe, it is stuck on the first frame, whether I click the play button or move to a subtitle. It there still and issue with your provider?

Attachments
Sondra Stewart answered 2 weeks ago

The subtitles got created, but now I can’t move the vidoe, it is stuck on the first frame, whether I click the play button or move to a subtitle. It there still and issue with your provider?

Attachments
Sondra Stewart answered 2 weeks ago

The subtitles got created, but now I can’t move the vidoe, it is stuck on the first frame, whether I click the play button or move to a subtitle. It there still and issue with your provider? Prior videos I’ve created don’t have this problem, just checked.

Attachments
Craig Staff replied 2 weeks ago

@Sondra Stewart There looks to be something wrong with the original upload. I am looking into it further for you. When I play the original the first few frames look frozen which might be the issue. Let me run some tests and I’ll report right back.
Thanks!
Craig

Deniero Bartolini answered 2 weeks ago

Hi there,

Recently I’ve been facing what seems like a bug – all the videos I make with ClipScribe end up having a white/gray background in the 1st frame of the video, which messes up my IG thumbnails. Can you please look into that?

Attachments
Craig Staff replied 2 weeks ago

@Deniero Bartolini Hey Deniero. I see that. Let me dig in a bit and I will see what is up and report back asap.
Craig

Craig Staff replied 2 weeks ago

@Deniero Bartolini Hey, that little white frame at the beginning is in your original video. I made you a video to show you how to fix it on ClipScribe so you don’t have to rue-load.
Thanks!
Craig
https://www.loom.com/share/25f6e3cf81ae410da652994310a037d0