Is there any possibility to you attach the video and thumbnail assets you were using so i can test with them to see if i can reproduce the issue?
Also were you doing this on desktop or mobile? And which browser were you using? If you try again with a fresh moment creation, does the issue still happen?
Helen Elizabeth Art
•
Jan 24, 2025
hi Chris, im trying on a mobile. i logged out and tried a few times. this is the thumbnail and video
image
Chris Arsenault
Team•
Jan 24, 2025
Perfect thank you! Give me some time to look into this and see if we can see what the issue may be. I will get back to you as soon as i can
Helen Elizabeth Art
•
Jan 24, 2025
ok thanks
Chris Arsenault
Team•
Jan 24, 2025
Which browser are you using on mobile? And is it an iphone or android device? Sometimes devices and browsers can have their own quirks that can interfere with code we use that we have to try to work around.
Helen Elizabeth Art
•
Jan 24, 2025
android google chrome
Chris Arsenault
Team•
Jan 24, 2025
Perfect thanks for the information!!
Chris Arsenault
Team•
Jan 24, 2025
Myself and another dev have been testing this together, but havent yet been able to reproduce the issue you are having. We are doing more testing into it to try to figure it out.
Do you happen to have a desktop device you could try this on instead? Just so we can isolate if this is more of a mobile and/or android issue.
Possible theory we have is since the video is larger (70+ mb), and that you are doing this from a mobile device, that it is possible that the network capabilities are a little slower, and our image processing pipeline is timing out, or something along those lines before it can finish everything and causing the error.
Helen Elizabeth Art
•
Jan 24, 2025
hi chris i managed to post it a few minutes ago. i used another thumbnail image this time
Chris Arsenault
Team•
Jan 24, 2025
Glad it’s working for you now, but also so strange as I couldnt find anything wrong with the last thumbnail you were using. Do you happen to recall what the error message said when you were using the other thumbnail image?
Helen Elizabeth Art
•
Jan 24, 2025
it said something like ‘ there was an error in uploading the thumbnail.’ and i cant remember the rest but the post uploading button circle stopped moving round
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Comments11
Chris Arsenault
Jan 24, 2025
Hi Helen
I will investigate into this.
Is there any possibility to you attach the video and thumbnail assets you were using so i can test with them to see if i can reproduce the issue?
Also were you doing this on desktop or mobile? And which browser were you using? If you try again with a fresh moment creation, does the issue still happen?
Helen Elizabeth Art
Jan 24, 2025
hi Chris, im trying on a mobile. i logged out and tried a few times. this is the thumbnail and video
image
Chris Arsenault
Jan 24, 2025
Perfect thank you! Give me some time to look into this and see if we can see what the issue may be. I will get back to you as soon as i can
Helen Elizabeth Art
Jan 24, 2025
ok thanks
Chris Arsenault
Jan 24, 2025
Which browser are you using on mobile? And is it an iphone or android device? Sometimes devices and browsers can have their own quirks that can interfere with code we use that we have to try to work around.
Helen Elizabeth Art
Jan 24, 2025
android google chrome
Chris Arsenault
Jan 24, 2025
Perfect thanks for the information!!
Chris Arsenault
Jan 24, 2025
Myself and another dev have been testing this together, but havent yet been able to reproduce the issue you are having. We are doing more testing into it to try to figure it out.
Do you happen to have a desktop device you could try this on instead? Just so we can isolate if this is more of a mobile and/or android issue.
Possible theory we have is since the video is larger (70+ mb), and that you are doing this from a mobile device, that it is possible that the network capabilities are a little slower, and our image processing pipeline is timing out, or something along those lines before it can finish everything and causing the error.
Helen Elizabeth Art
Jan 24, 2025
hi chris i managed to post it a few minutes ago. i used another thumbnail image this time
Chris Arsenault
Jan 24, 2025
Glad it’s working for you now, but also so strange as I couldnt find anything wrong with the last thumbnail you were using. Do you happen to recall what the error message said when you were using the other thumbnail image?
Helen Elizabeth Art
Jan 24, 2025
it said something like ‘ there was an error in uploading the thumbnail.’ and i cant remember the rest but the post uploading button circle stopped moving round