video upload problem

bgates

I have a power account and have been having trouble getting some videos to upload. I know the size/length limits, but I have been trying to upload a video of 72mb and under five minutes length and I get an error. It would be really great if there was some message that told me why it didn't work. Short of that, can someone suggest what kinds of things might cause a video upload problem other than size/length?

I should add that I can upload videos to this gallery. In fact I uploaded a similar video which was even longer (7 minutes) and larger 90MB). These are really slide shows, produced in Lightroom, and output as 720p mp4 files.

Thanks,

Bob

rainforest1155

Hi Bob,

Sorry about your uploading troubles. You can find details on your uploads in the upload log. It's in the control panel > stats tab. It shows a number of errors for your videos. Some of your videos we couldn't process due audio / video format or settings used. Could you try converting your videos that show the error 'unknown file type' error? You can use the free MPEG Streamclip tool with the suggested settings here:
http://wiki.smugmug.net/display/SmugMug/How+to+convert+and+format+a+video+for+upload+to+SmugMug

The 'Wrong bytes received. ' errors indicate a connection problem while uploading the file. If you're on a wireless connection, try a hard-wired cable connection instead.
What uploader were you usuing? We recommend our html5 or Simple uploader:
http://www.smugmug.com/help/upload-pictures

What anti-virus, firewall or internet security software do you use? Some of these security programs have features interferring with our uploaders.

If you continue to have problems, you can also email our helpdesk:
http://www.smugmug.com/help/emailreal
(include a link to this thread as well if you do so)

Sebastian

bgates

Thanks for the prompt and helpful response. I'm glad you told me about the upload log, that's very helpful.

I have been using the simple uploader.

I will try converting these with MPEG streamclip, though it would seem odd if Lightroom is outputting mp4 video files that are wonky. They play fine on my local machine. And since you have access to my log, when you click on "all uploads" and back a few days, you can see that I was able to upload a number of files of the same type with no problem.

Oh and I'm using Microsoft Security Essentials.

I'll work on this and contact support if I can't get it to work.

Thanks,

Bob