Overview: Back-End Process After Video is Uploaded to DME
-> File transferred via FTP from users' computer to DME Server
-> File is transferred via FTP to Inform's Content Import server
-> File is sent to encoding.com for transcoding
-> Once complete, the file is available to view
The total time for this process depends on bandwidth (7.2 Mbps compared to 720 Mbps), encoding queues, and size of the video (150Mb compared to 1.4Gb) all come into play.
A speed test is a good bellwether to test if it's a connection issue, upload speeds are most of the time half if not a third of what download speeds are. So the slower the network downloads, the slower the uploads (most of the time).
Please reference fast.com to verify upload speed. You should consistently check your Mbps throughout the process, comparing with the file size you are attempting to upload.
At an average upload speed of 25Mb/s, the average timeline includes:
~2 minutes -> File transferred via FTP from users' computer to DME Server
~2 minutes -> File is transferred via FTP to Inform's Content Import server
~2 minutes -> File is sent to encoding.com for transcoding
~6 minutes total time for file available to view
Trouble Uploading? Details to Send
If you have attempted to upload a video to the DME or Control Room and still do not see it available in the content library, please contact your Inform Manager or PartnerSupport@inform.com with the following detailed information. This is necessary for the troubleshooting process to begin so that our technical engineers can begin diagnosing the issue ASAP.
1. Upload method: manually via the Control Room or DME; manually from a mobile device via the DME, MRSS feed, or FTP.
2. Internet connection: cellular, public wifi, or corporate network, Please reference fast.com to verify upload speed. You should consistently check your Mbps throughout the process, comparing with the file size you are attempting to upload.
*Please note: often times, public wifi networks will block FTP ports, which could cause the video upload process to fail
3. Credentials used: username and password
4. Content title
*Please note: Special characters and spaces should be avoided in the final naming methods. The DME will not process filenames with underscores Ex: Video_News_1.mp4
5. Time/time zone of the first upload attempt
6. Video file: (you may send via wetransfer.com); Please keep the file name, extension, and size consistent with what you attempted.
Some common factors that cause content ingestion to stall include:
Special characters in the file name (including / \ : * ? “ < > | [ ] & $ , _ .).
Turning off the computer, putting the computer to sleep, and Closing the browser or browser tab before processing is complete.
Network outage/firewall blocking File Transfer Protocol.
File type or size is not compliant with our supported specs:
- The video file should not exceed 1.5 GB.
- Supported Codecs: 3GP, AVI, FLV, M4V, MOV, MP4, MPEG, MPG, MTS, WMV, and Quicktime
- Optimal width is 640px wide.
Network blocking FTP ports (20,21). This is common on public and corporate wifi networks. If you are still having issues after Please contact your network administrator if this is occurring (See FTP Specifications below for more details).
File naming best practices:
- When creating a file or folder/directory name, limit your filenames to the following characters: A-Z, a-z, 0-9.
- Avoid using other special characters in a file name (including / \ : * ? “ < > | [ ] & $ , _.).
- Do include a single period as a separator along with the standard file extension (.jpg, .mp4, .flv, .mrss, etc.).
- Generally, 25 characters or less are sufficient to capture enough descriptive information for naming a file.
If your network is blocking FTP to non-whitelisted domains. Have your network administrator add these domains to your corporate network white-list:
Domains: *.newsinc.com, *.inform.com, *.ndnmediaservices.com, *.ndnops.com