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Videos Appear To Upload But Then Do Not Appear

This is not really about accounts but may be connected.

I set up a free account yesterday to see if if the site met my needs. I uploaded 9 videos which totalled 633MB of storage and 114MB of streaming, so well within the range for the free tarif.

Today I went to add some more videos each ranging from just 64 - 117MB. It started uploading them fine (one at a time). When the progress bar was full, it said they had been successfully uploaded, and the bar disappeared as normal revealing my list of videos on the page. However, unlike yesterday, the new videos have not been added to the list. There's no trace of them and there are no messages of error or otherwise.

Can anyone help please?

7 Community Answers

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Todd

JW Player Support Agent  
0 rated :

Thank you for bringing this to our attention. Our engineers have deployed a fix, so your previous uploads are going to appear shortly.

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David Tompkins

User  
0 rated :

That's great, thank you, they've all just appeared. If it happens again, will they eventually show up, or do I need to add another post?

thanks again,
David

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Todd

JW Player Support Agent  
0 rated :

I’m glad to hear the videos appeared for you.

I have worked here for almost three years, and something like this has never happened before. Our engineers assure me that they have put new alerts in place to bring this to their attention right away, if it were ever to happen again.

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David Tompkins

User  
0 rated :

Your service is great, thank you.

I'm continuing with my uploading, and another video has just 'disappeared', called 'Round Me Falls The Night'. I'm assuming like the others, it is on your system somewhere, so I'm just carrying on through my list.

I'll let you know if another goes 'missing'.

thanks again,
David

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Todd

JW Player Support Agent  
0 rated :

I see ‘Round Me Falls The Night’ in your account now, so my guess is the delay was due to the same issue. Please let me know if any of your other uploads do not appear within 5-10 minutes after the upload is complete.

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David Tompkins

User  
0 rated :

Hello Todd, all the videos are sorted, thank you.

Could you tell me if it's possible to resize the players, either on here or if the web builders can do it? I have looked but couldn't see any options. Thanks again, David.

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Todd

JW Player Support Agent  
0 rated :

Yes, you can set the player height and width of your cloud-hosted players in your JW Player dashboard. Sign into your dashboard and then go to:

Players > Manage > click on the title of the player you want to edit > Basic Setup > Dimensions

See Step 3 at https://support.jwplayer.com/customer/en/portal/articles/1920164-how-do-i-publish-my-first-video- for more details.

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