Uploading Issues – From Craig

HelpdeskCategory: AnnouncementsUploading Issues – From Craig
Craig Staff asked 11 months ago

Hey everyone.  Have had some odd uploading issues today.
First off, my apologies….  I do everything I can to make ClipScribe works smoothly for you.
But sometimes, issues occur.
I am not 100% the issue is resolved, but am working to narrow it down and fix whatever it is that is causing the problems.
If you have issue uploading or downloading, please let me know here.  I will resolve the issue as fast as I can and in the meantime am working to determine the overall problem.
Thanks for your patience.
Craig

STEFAN KOHLHOFF replied 10 months ago

Yes I’m having difficulty uploading my video right now. Gets about 1cm along the progress bar.

STEFAN KOHLHOFF replied 10 months ago

Yes I’m having difficulty uploading my video right now. Gets about 1cm along the progress bar.

Craig Staff replied 10 months ago

@STEFAN KOHLHOFF

Hi Stefan,
It looks like overall things are back to normal. So, if you are having upload trouble, it is likely a network issue between you and our upload servers. I would try the following:
1. Wait a bit and try again.
2. Make sure you are on wifi or wired or try a different internet connection.
3. Use the Google Drive or DropBox importer. This is often the easiest solution.
– Craig

Barbara Seitz replied 10 months ago

I’m having problems today. First, it took forever to upload and I thought maybe it was because I was sending it from my phone. I stopped the upload from my phone and instead put the file on my laptop and started uploading from there. It took maybe 15-20 minutes or so before it was uploaded. Then I clicked on create titles and it’s been taking 20-30 minutes and still not done. I’m not sure what the delay is and wonder if this is a high traffic time today? Pretty frustrating. I hope you are able to determine the problem and get it corrected. If it’s something I’m doing, please tell me a better way to proceed.

Craig Staff replied 10 months ago

Hi @Barbara Seitz. So your video was uploaded, but something prevented it from entering the system. Did you click the “My Video is Vertical” box?
I ask that because when I looked at the metadata for your video, it says it is Horizontal even though it is vertical.
I take that back, looking at the data, it looks like you did mark it as vertical.

I’m not totally sure what happened. Let me try to recreate the issue, but I was able to upload it and I moved it over to your account so you can work on it when you are ready.
Thanks!
Craig

2 Answers
Henry Sims answered 10 months ago

Having issues downloading. Multiple times I have made an edit, saved, and clicked “make” before downloading and none of the edits come through when I download.
 

Craig Staff replied 10 months ago

@Henry Sims
Hey Henry.
Any chance you can give me an example so I can test? i.e. I Changed me headline from ___. to ____, then clicked MAKE and the video wasn’t changed..
– Craig

Henry Sims replied 10 months ago

Sure, I removed my current time bar and edited a new one with the colors I liked, but every time I tried to “save”, “make”, and “download”, it was the old time-bar. In the end I just had to upload my video again and start over to make the changes I wanted, but that takes up extra minutes.

Craig Staff replied 10 months ago

@Henry Sims I figured out the issue last night. When the upload issue happened a couple of days ago, in my haste to get things fixed, I switched to delivering downloads via the cloud but forgot there is a caching delay. So, your video was getting changed, but you were being served the previous copy. It is fixed now and you should be all set. My apologies for the confusion. I will send you an email as well.
Thanks!
Craig

Henry Sims replied 10 months ago

Thank you for your help Craig!

STEFAN KOHLHOFF answered 10 months ago

Craig, I have spent more than 4 hours over two days trying to get the various uploaders to work. Mostly the whole file uploads on the old uploader to the 100% mark then says it has failed. I know it is not a network issue from this end. Can you please fix this urgently? (My dropboxes all full so couldn’t use that method).

STEFAN KOHLHOFF replied 10 months ago

(Finally got it working through Google Drive)