Your Service

HelpdeskCategory: QuestionsYour Service
Dale Peters asked 1 month ago

I have been with ClipScribe for about a year and it WAS great. I say WAS because ever since you updated the site or switched servers, your service has been atrocious. Videos take forever to even get to the Edit screen, let alone to render. A video I’ve been trying to edit today has been sitting in the transfer screen for a couple of hours now. I try to refresh and nothing. I try to close it out and go to my In Progress page and it shows the video is in Not Started status. This has been going on for weeks; ever since your update/switch. I am contemplating cancelling my service if this continues. What’s going on over there?

Dale

Craig Staff replied 1 month ago

@Dale Peters Hi Dale. Thanks for writing in. I haven’t heard any feedback like this until now, so I definitely want to see what is up here and resolve it asap. Using the platform myself, I haven’t experienced this either (or I would have already fixed it). So, I am wondering if it could be something specific to your browser, operating system or video content.

Can you let me know what browser and OS you are using so I can start there?

Thanks!
Craig

Dale Peters replied 1 month ago

I use Firefox on my home computer and work computer. Same problem. Let me try Chrome.

Craig Staff replied 1 month ago

@Dale Peters Hey Dale. I made a quick video to show you what I am seeing with your videos. Check it out and let me know if I am missing something or need to try something differently. I am using a Mac and Chrome browser for this test.
https://www.loom.com/share/d6a3c49d767a4600b7dc8e2c73352823
Thanks!
Craig

Craig Staff replied 1 month ago

@Dale Peters Ah! I bet that was it. There was an issue with Firefox, but I thought I had fixed it. Let me know if Chrome changes everything.
– Craig

Dale Peters replied 1 month ago

Chrome works. I guess I’ll use that going forward. Thanks!

Dale

1 Answers
Craig Staff answered 1 month ago

Dang, I am so sorry you had these issues Dale. I think Firefox is actually fixed BUT my guess is, that you probably have the old code in your cache. You might try clearing your firefox cache if you really want to use FF. That said, I do recommend using Chrome. I find it to be faster than FF and it is the primary browser I use as well when working on the site.

As always and most importantly, thanks for letting me know so I could help. Next time, hit me up early if you start having issues. I hate the thought of any of my customers waiting until the point of frustration, but I understand how it goes.

Thanks Dale!

Craig

Dale Peters replied 1 month ago

Thanks Craig.