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.
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 videos up to 20 GB in size.
Note: After uploading a video, we recommend opening a support ticket so we can 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 tools from EmmGunn.
- Open the corresponding app (MKVtools, MP4tools, etc...) and select Edit Files
- Drag in your video
- Select a start and an end time (usually 5 minutes is plenty)
- Click Split
Note: If possible, test the smaller sample video to ensure it exhibits the same issue as the original file.