Overview
Due to the wide range of video types, encoders, settings, etc... there are times when a particular video may feature unique characteristics that can cause trouble. We work to resolve every issue like this we come across, and providing a sample of the problematic video will often times help us track down the issue much quicker.
Uploading Samples
If you'd like to upload the video (or a sample of it) you may do so using our public file upload option. This upload page supports files up to 250GB in size.
After uploading a video, please send us a note and let us know a little bit about the issue. This allows us to follow-up with any questions and let you know when the issue has been fixed.
Creating Smaller Files
If uploading the full video doesn't make sense, you can clip out a few minutes (to make uploading faster) by using the free MKVToolNix app.
Download the latest version of MKVToolNix
1. Open MKVToolNix and drag-and-drop the video into the ‘File name’ box.
2. Click the ‘Output’ tab at the top
3. In the ‘Splitting’ section, enter the following.
- Split mode: After output duration
- Duration: 300s
- Maximum number of files: 2
4. Locate the destination file field and confirm the location to save the split files. Then click the ‘Start Multiplexing’ button.
5. This will create 2 files, one small and one large. You only need to send in the first smaller file.
If possible, test the smaller split file in Infuse to confirm it exhibits the original issue.