Error with video uploading

Hello Mikhail!

I'm happy to help! Have you tried renaming the file before uploading it to Review 360?

If you'd like, we'll take a look at your file to investigate what's happening. We'll delete it after troubleshooting. You can upload it privately here: Support Upload Link
When you upload the file, we'll receive a notification. After reviewing the file, we'll get back to you as quickly as possible.

Hello Lauren!

Yes, I tried renaming but without success.

Last week I uploaded absolutely the same files and everything was ok. Now I get the error.

Hope for your help.

Thank you for contacting our support team as well, Mikhail. I can see that you're currently working directly with Robert.

I am currently having the same issue when I try to load an.mp4 video. Is there a size limit? I have not run into this before. Was anything determined with is user what caused the error?  

Hi Heather,

Thanks for reaching out! Referencing Mikhail's case, we isolated the error to an encoding issue. Here's what helped there:

Upload the video to Replay 360 and then publish the video to Review 360.

Let's find a fix for you, too!

• What size is your MP4 file? 
• Is this happening with any MP4 file or multiple ones? 
• Do you run into the same problem when publishing the video from Replay 360?

Was there any other resolution suggestions to this? I have tried to publish a video via uploading in Review 360, as well as placing the video in Replay and trying to publish from there, but I receive an error message asking me to check my internet connection each time. I have rebooted, ensured I am connected to the internet, and I'm still receiving the message. I was able to upload the same video last week.

Disregard, but replying, in case anyone else runs into this issue. It seems mine is resolved by disconnecting from my VPN.  I was able to upload last week without any issues, so I will be working my IT department to determine what has changed.