Create video thumbnail doesn't work

  • Unknown's avatar
    yukinakaecom · Member ·

    I am trying to change the thumbnail of a video but cannot. I have the Premium yearly hosted account type. I followed step by step instructions but it doesn’t seem to work.

    I have uploaded many videos and tried choosing edit thumbnail, play, and create thumbnail but it hangs on the UPDATING THUMBNAIL button no matter what video I try. I have tried uploading MPG4 and MOV files, 10mb or 100mb versions, but still can’t change the thumbnail.

    Next, I tried deleting one of the videos and waited almost half an hour for it to process, so I can try creating a thumbnail on a freshly uploaded file. This didn’t seem to make any difference. I see that files are being converted on my site to .OGG format. Could this be troublesome for your thumbnail maker?

    I have waited for the video to load for over 20 minutes and let the thumbnail generator run overnight. Still nothing. Maybe a high load server day? I tried again just now, and again hangs.

    It just says UPDATING and the icon spins forever. I am using Chrome Version 40.0.2214.111 (64-bit) on OSX Yosemite.

    I have also tried the old method of using poster=”photo-url.com/example.jpg” but this is ignored. I would rather use this method, as I could prepare a much sharper photo offline without trying to catch a good frame of a twice-processed video. Is there a way to do this?

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    yukinakaecom · Member ·

    I figured out how to make it work. I was doing the thumbnailing from the upload media dialogue box. If you navigate to the media section directly without opening a page it works immediately. Something to bring up to your engineers.

    No follow up is necessary, thank you.

  • Unknown's avatar
    jeremeylduvall · Member ·

    Thanks for the report! I gave this several tries in Chrome, but I was unable to reproduce the behavior you mentioned. When I upload a video, it takes a minute or two to process (I’m uploading pretty short videos to test). Then, I can click the “Edit More Details” beneath the video and change the thumbnail. Could you take me through the steps one last time so I can try to reproduce?

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