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.
When contacting email@example.com please include the following information to help expedite your upload:
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