I'm trying to record a video into the platform but I'm getting an error message, what should I do?

If you are having trouble recording a video inside ThankView, you can use these tips to troubleshoot:

• Make sure your browser is the most up to date version
• Clear the cache on your browsers
• Clear your browser's cookies and make sure third party cookies are not blocked 
• Double-check that ThankView has permission to use the webcam and microphone in your browser's settings
• Try a different browser and see if recording in a different browser works

Why is my audio out of sync with my video?

If you see that the audio on your video is not matching your video, you may be experiencing some A/V synchronization issues. 

These issues are caused by the fact that at the time of recording:

• The computer is either occupied with other existing tasks that use many of its resources (notably: CPU “cycles”), such that it cannot fully “keep up” with the recording
• The user has pushed the browser window/tab with the Clipchamp widget on into the background, where the browser (and on macOS: the OS itself through the “AppNap” feature) throttles the resources

Unfortunately, there is not much that we can do here other than to ask you to advise your users to shut down/pause any other existing jobs and to keep the browser window in the foreground.

There is also a setting in macOS where you can turn off AppNap, which prevents macOS’ auto-throttling of background windows. Please see this link for some help turning AppNap off on your Mac.

I don't see my video in my Video Library, is it gone? 

Your video will be in the All tab of the Video Library. You can search for your video in the search bar. If you have List View enabled, you may have to scroll down to look for your video.  

Why are my videos pixelated when recording on iPhone/iPad?

When recording videos directly through ThankView using the latest iOS, videos are automatically compressed before being uploaded to our servers. 

A current workaround is to first record the videos outside of ThankView using your camera app. Once you are finished, log into ThankView and upload them one by one. The video quality is much higher than recording directly through the browser.

Why are videos taking up so much space on my device?

iPads save videos by default which can take up a lot of room in your storage. You can delete the video after recording and it will remain in your campaign.

My Video is upside down, how do I fix this?

You can rotate your video by 90, 180, or 270 degrees directly within a campaign, your Video Library page, or the 1:1 Video Library. When editing, simply click the Rotate icon at the bottom of the video until it’s oriented correctly.

I press “start recording” and nothing happens?

Here are a couple of troubleshooting steps to try: 

• Delete the cookie & cache data in your web browser
• Change the definition of the video at the top of the video player
• Make sure third party cookies are not blocked 
• Try switching the record resolution to 720p

I'm using Safari and a Bluetooth device but my webcam isn't recording, what should I do?

Currently, some brands of Bluetooth earbuds are causing problems recording webcam videos on Safari browsers. If you are recording a video with Bluetooth earbuds on Safari and the video is processing for a long time, you may want to do one of the following:

• Try to record with non-Bluetooth devices
• Try updating your Safari browser to the latest version (14.0.1)
• Try a different browser. Firefox, Safari, Google Chrome, Microsoft Edge all work

Please Note: It is normal for videos recorded on Safari to take about as long to process as they take to record. For example, a 1-minute long video will take roughly 1 minute to process. If your video is processing for an unusually long period of time, you may be encountering the problem above.

I uploaded a video, but when I go to play it, the sound works but I only see a black screen.

This typically shows that the video is still processing. Give the video a couple more minutes to process and the video will be viewable.

Why is my video bleached when I upload it in the Video Library?

This usually happens with .mov files. To fix this, first convert the file to .mp4 using a video converter app or website. Once converted, upload it to your Video Library.

Another way is to lower the resolution to 720p then convert it to .mp4 then re-upload it to your Video Library.

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If you have any additional questions, please contact your Customer Success Representative or support@thankview.com.