Vertical/portrait HD videos being downsampled by 9x. Original data lost?

MatthewTMMatthewTM Beginner grinnerRegistered Users Posts: 5 Big grins
Previously, when I uploaded a video (from an iPhone 6s or 7, via IE or Chrome), the download resolution would be 1:1, regardless of landscape vs. portrait orientation.
• Upload a landscape 1920x1080 .MOV file, and have ability to download at same 1920x1080 resolution .mp4 file. :)
• Upload a portrait 1080x1920 .MOV file, and have ability to download at same 1080x1920 resolution .mp4 file. :)

Since at least April, the verticals appear to be downsampled, while the landscapes are still 1:1.
• Upload a landscape 1920x1080 .MOV file, and have ability to download at same 1920x1080 resolution .mp4 file. :)
• Upload a portrait 1080x1920 .MOV file, and <b> now only have ability to download at lesser 360x640 .mp4 file. That's only 1/9th the data!! Is the original size lost forever?!? :'(

Andy and Tristan from SmugMug Support have confirmed this is a bug, but Engineers have not be able to report any sort of progress or a fix ETA in months.

Have others found a workaround? What reassurance do we have that SmugMug servers have truly/safely preserved the full-size video files, even if owners cannot access them?
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Comments

  • leftquarkleftquark Former SmugMug Product Team Registered Users, Retired Mod Posts: 3,744 Many Grins

    Thanks for passing this along. I've bubbled this up to our Engineering team's attention and I'll have an update for you soon. We also have a new process in place to handle issues like this so they will alert the team immediately.

    I was able to confirm that we do have all the full resolution video files preserved.

    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • MatthewTMMatthewTM Beginner grinner Registered Users Posts: 5 Big grins
    That interim news is reassuring -- thank you for the update and insight!
  • leftquarkleftquark Former SmugMug Product Team Registered Users, Retired Mod Posts: 3,744 Many Grins

    Just an update: Our engineering team continues to work on this. I'll try to keep you updated along the way.

    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
  • MatthewTMMatthewTM Beginner grinner Registered Users Posts: 5 Big grins
    This bug appears to be resolved. Thank you to you, leftquart, and the engineering team.
  • leftquarkleftquark Former SmugMug Product Team Registered Users, Retired Mod Posts: 3,744 Many Grins

    Yep! You beat me to it. I was just about to post that we've fixed the issue. We'd like to go back through older vertical videos and re-process them so they'll be higher quality but we're not sure when this will happen. Best bet right now is to re-upload those videos if you'd like them higher quality.

    dGrin Afficionado
    Former SmugMug Product Team
    aaron AT aaronmphotography DOT com
    Website: http://www.aaronmphotography.com
    My SmugMug CSS Customizations website: http://www.aaronmphotography.com/Customizations
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