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stockm  
#1 Posted : 08 July 2016 11:45:42(UTC)
stockm

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Groups: Registered, Approved eStream Customer
Joined: 01/12/2015(UTC)
Posts: 10
Man
United Kingdom
Location: Leeds

Thanks: 2 times

Not sure if this is in the right category but I have been uploading content via the upload media function then when chaptering I have found that the length has been cut to exactly 03:06:24 even though the file is longer than that.

Has my account got a restriction on it? As I have uploaded content longer than 3 hours before.

Ben G  
#2 Posted : 08 July 2016 11:54:34(UTC)
Ben G

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Joined: 13/10/2015(UTC)
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Location: Birkenshaw, UK

Was thanked: 4 time(s) in 4 post(s)

Hi stockm,

This sounds as though it could be a bug with chapters in long videos. I would suggest contacting our support team at support@planetestream.co.uk or calling 01274 713 425. They should be able to view the video/chapter in question on your eStream site and work out what the problem is.

Kind regards,

Ben

Ben Goulden - Client Support & Development Engineer - Planet eStream
stockm  
#3 Posted : 08 July 2016 11:59:36(UTC)
stockm

Rank: Member

Groups: Registered, Approved eStream Customer
Joined: 01/12/2015(UTC)
Posts: 10
Man
United Kingdom
Location: Leeds

Thanks: 2 times
Hi Ben, The length is shorter before I add chapters to the content though. Regards, Stockm
Ben G  
#4 Posted : 08 July 2016 12:06:28(UTC)
Ben G

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That's interesting - there is no option to limit a user's file upload size in eStream, and even if there were, it would not cut files off partway through. If you could direct message me the name of your institution and of the video, I may be able to have a look, providing your eStream site is available externally or we can set up remote access.

Alternatively, contact our support team and they will also be able to assist you.

Ben Goulden - Client Support & Development Engineer - Planet eStream
stockm  
#5 Posted : 08 July 2016 12:13:00(UTC)
stockm

Rank: Member

Groups: Registered, Approved eStream Customer
Joined: 01/12/2015(UTC)
Posts: 10
Man
United Kingdom
Location: Leeds

Thanks: 2 times
Hi Ben, Not sure how to Direct Message on this site. And the content I have not made globally available. I could make it global content if it would help?
Ben G  
#6 Posted : 08 July 2016 12:17:50(UTC)
Ben G

Rank: Advanced Member

Groups: Registered, Administrators
Joined: 13/10/2015(UTC)
Posts: 33
Location: Birkenshaw, UK

Was thanked: 4 time(s) in 4 post(s)

You should see a 'PM' button underneath my signature on these posts, let me know if that's not there.

For the time being, I'd just need access to the site - let me know your institution name (in a direct message if you prefer this to be kept private) and I can look your up on our system. Don't worry about a username and password.

Ben Goulden - Client Support & Development Engineer - Planet eStream
Ben G  
#7 Posted : 13 July 2016 09:02:25(UTC)
Ben G

Rank: Advanced Member

Groups: Registered, Administrators
Joined: 13/10/2015(UTC)
Posts: 33
Location: Birkenshaw, UK

Was thanked: 4 time(s) in 4 post(s)

For the benefit of other forum users: we found that the problem was with an outdated version of the FFMPEG software eStream users to encode videos. If you run into an issue where long video uploads are cut off at a certain point, please contact Planet eStream support at support@planetestream.co.uk or by calling 01274 713 425. Quote this forum thread solution and one of our technical team will be happy to update your conversion software and encoding profiles.

Ben Goulden - Client Support & Development Engineer - Planet eStream
thanks 1 user thanked Ben G for this useful post.
stockm on 13/07/2016(UTC)
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