Cannot Download my Videos

[Erin Moye]

Hi, I recorded 4 videos and was able to download 2 of them but not the other 2. Has anyone else had this problem? Does anyone know how to fix it?

Thanks,

Erin

[Brant Schroeder · Accepted solution]

@Erin Moye is this occurring in all browsers?  Have you tried clearing your cache?  If you just recorded the video it takes time for it to process so you can download it.  You might just need to wait.  

[Shalini Pradhan]

Hello @Erin Moye ,

Good day! Welcome to Atlassian Community :)

Could you share more details where exactly you are unable to download the videos? And do you encounter any errors while downloading the videos?

Thank you!

[Erin Moye]

Thank you so much @Brant Schroeder , I cleared my cache and recorded the videos 2 days ago. I have a paid plan and its still not working. Thoughts?

[Brant Schroeder]

@Erin Moye I am not sure.  I have escalated to support so they can look into it.

[Katharine Lucic]

I'm also having this problem. Help please @Brant Schroeder 

[Shalini Pradhan]

@Katharine Lucic 

Good day! Is this occurring in all browsers?  Have you tried clearing your cache? 

[Katharine Lucic]

Hi! I was finally able to download! However now there is a new problem. Even though the file is an MP4 I am unable to upload it anywhere I try. Into Zuddl or Slack. Even when I try saving it as a new file type or size. Is there something wrong with the original file that might lead to this?

[Brant Schroeder]

@Katharine Lucic Does it play on your computer?  If it plays then it is not corrupted and you should be able to upload to other applications. The issue might be the size of the video.  How large is the video?