Video coming out all black screen

HelpdeskCategory: QuestionsVideo coming out all black screen
Daniel Mee asked 4 weeks ago

Hi there

When I download my video – ‘Dan selfie long female’ it looks fine on the site, but when downloaded the whole screen is black.

Please let me know what the issue is.

Thanks

Craig Staff replied 4 weeks ago

@Daniel Mee Hey I downloaded both of these and they look good.
https://clipscribe.com/manage-transcriptions/?versionid=152507
https://clipscribe.com/manage-transcriptions/?versionid=152505

Can you try to download again for me?
If they don’t play on a specific device, can you check another device? Maybe that is an issue?

Thanks!
Craig

Daniel Mee replied 4 weeks ago

Thanks Craig. It does seem to be my device – downloaded elsewhere and it looks ok.

I am still however having issues with the shadow on the text. When I view it on the site it shows white text with a black shadow, which makes it more readable. When I download it, the text is all white with no shadow.

Any thoughts?

Thanks

Craig Staff replied 4 weeks ago

@Daniel Mee Let me take a look at the shadow. In the meantime, what device were you watching the video on where it was black? I need to make sure that isn’t an issue. Back in a few.
Craig

Daniel Mee replied 4 weeks ago

I’ve created a new template, just checking this now. But it’s only the last few times my old temple ‘FMA ad’ I think it’s called has stopped producing the shadow upon export.

I was watching it on a MacBook Pro, late 2016 model. Currently on a MacBook Air and they are working fine.

Daniel Mee replied 4 weeks ago

Ok, update on new template. That doesn’t work either. I created it on one video, tested it and it had the shadow, saved the template, applied to another video, now that one has no shadow when exported. Even when it shows on the example on the site.

Craig Staff replied 4 weeks ago

@Daniel Mee ok checking now. – C

Craig Staff replied 4 weeks ago

@Daniel Mee Hey I see the issue. Give me a few minutes to resolve this. Sorry for the trouble here. Made a significant update to the whole shadow system a couple of weeks ago, so this appears to be an off-shoot of that upgrade.
– Craig

Craig Staff replied 4 weeks ago

@Daniel Mee Ok, I am re-encoding all of these for you now and I will make sure all is well. A few more minutes. Please don’t make any changes or run any exports.
C

Craig Staff replied 4 weeks ago

@Daniel Mee Ok can you download those videos and let me know?
So I am going to fix this issue, but the fix on your end is just to change the values of the text shadow softness and distance. That data isn’t carrying over from the templates (although it will now because I updated your templates with it.)
But if you save any new templates, just reset those and you should be set.
Let me know if you are all set and I will get to work on making this a permanent fix.
Craig

2 Answers
Daniel Mee answered 4 weeks ago

Also happening with ‘Shan selfie long female’

Daniel Mee answered 4 weeks ago

It’s doing it with all videos I have uploaded today.

All filmed on an iPhone 12 pro, with Rode wireless microphone for audio.

Please get back to me ASAP on this as I need the videos to go live with adverts.

Thanks