M7_Shannon's dashboard

M7_Shannon replied on November 04, 2009 00:25 to the problem "Published 'Script' and drafts load extremely slowly." in Market7:

Brent,
We have fixed the issue behind the slow script warning. Things should be happening significantly faster now. Please let us know if your experience has improved as we suspect it will.

M7_Shannon marked one of Brent Bye's replies in Market7 as useful. Brent Bye replied to the problem "Type Ahead function works slowly".

M7_Shannon replied on October 12, 2009 19:24 to the problem "Connection error trying to download video" in Market7:

That sounds frustrating. The fact that the video plays fine for you but not your client as a good sign. We can discern that there is nothing wrong with the underlying media. There are a few things that could be the cause of this:

1. Slow or intermittent connection that is causing a timeout while the media is trying to download
2. Firewall or proxy server that is causing connection problems with the download before it can get to your customer's computer
3. File size restriction on your customer's side

First of all, will the file load if your customer clears the browser cache and reloads the page (or then can just hold press "Shift" and "r" at the same time and it will attempt to bypass the cache and reload the page).

If the problem persists, ask them if they know of a proxy server or firewall that might prevent large file transmissions (their IT person or dept should know). Also ask them if their are any file restrictions. To test this, try to upload a small image (jpeg or very small/short video) and run the same process to see the result.

To have them test for a "flaky" or slow connection that might be inhibiting the file transfer, have them visit www.speedtest.net and run a connection speed test.

Let us know the answer to the proxy/firewall question along with the results of the speed test in addition to Which version of Flash are they running (they can visit http://www.adobe.com/products/flash/a... to determine this)

M7_Shannon replied on October 01, 2009 18:41 to the problem "Market 7 not saving comments - can they be retrieved?" in Market7:

Jackie, we are testing having multiple people accessing and saving to the same production brief at the same time. If we can't reproduce, we will need to get some time with one of the folks having the difficulty so we can watch what they are doing in real time.

M7_Shannon replied on October 01, 2009 18:10 to the problem "Market 7 not saving comments - can they be retrieved?" in Market7:

Jackie,
We think what happened is that you are navigating away before the comments or entries are saving. This problem would be compounded with your reported slowness. If the page is saving/loading slowly due to bandwidth constraints or any other reason and you navigated away, this would result in the comment or question not being saved.
As a test, try saving a comment and wait for the page to completely reload.

If this doesn't solve your problem then we need to keep digging.

As far as general slowness, this could be related to your bandwidth. Market7 will always be at the mercy of the data pipeline going to and from your location.

M7_Shannon replied on August 24, 2009 19:50 to the question "Limited Upload Speed and Poor Audio Quality" in Market7:

On the question of format, there is a certain "copy of a copy" situation when we transcode. That is to say, if there are artifacts in the audio or video quality because of compression, these will be magnified when we re-encode to make a watchable flash video (.flv). Sometimes, the original seems fine but some unnoticable issue below the surface bubbles up when we re-encode and things suddenly look or sound terrible.

If you are having audio quality issues, a first step to check is by creating an uncompressed version (for testing you don't need the whole video, just a snippet). Quicktime uncompressed video/audio is a good choice. Upload the uncompressed version and you *should* see a dramatic improvement.

If you upload an uncompressed version and you still have a noticeable audio degradation from the original, then there is a real problem that we should dig into. Please try this at your convenience and let us know the result. We pride ourselves on our responsiveness to our customers. If we are causing an issue, we will want to solve it.

I sincerely hope this improves your experience. You can also give us a call directly or send an email to support@market7.com (of which I am on the alias) and we can more fully dig into this issue with specific information, files, etc.

Shannon

M7_Shannon replied on August 21, 2009 15:34 to the problem "Video does not play" in Market7:

Thanks for bringing this one up. We can understand your frustration. When you are uploading videos in a certain format and they are working fine, It can be a real burr in your paw to have that way suddenly stop working.

We became aware of a problem with .flv uploads recently and have been working to isolate and resolve the issue. It is an intermittent problem that is temporarily solved many times simply by reloading the page (this is why sometimes it plays fine, and sometimes not). It is a complex problem and we are actively working on it now. It doesn't effect everyone and even those it affects, it isn't consistent in when it appears to work or not. That is why it is so tricky for us. We would prefer something that was always broken, it's much easier to diagnose and repair. I realize that doesn't help you much right now.

What I can say is that Quicktime movies (encoded in h.264 and AAC) will encode and play reliably. If the intermittent issue is too much I would recommend switching to Quicktime uploads until we can get the issue resolved.

It is at the top of the list for things we are working on and I will personally reach out to you when we thing we have a solution in place. In addition, It would be helpful to get the exact video you are having a problem with so we can use it as another example.

When you select the video and it begins playing (or not playing) in our annotative player. The URL looks something like this:

video.market7.com/users/X?/projects/Y?/assets/Z?

If you could let us know what X? Y? and Z? are, it will allow us to locate the exact location within our system.

M7_Shannon replied on August 17, 2009 16:22 to the problem "Team invitation was not received" in Market7:

No worries Simon. Please let me know if you have any other issues. Feel free to email us direct at support (@) market7 (dot) com. I am on the alias so I will see any communication immediately.

Shannon

M7_Shannon replied on August 04, 2009 17:46 to the problem "inconsistent PC player playback" in Market7:

We had similar behavior related to pre-encoded flash videos using the h264 codec. In that case it was due to an adobe bug. This is the first time we have seen it using the VP6 codec.

Just to confirm, the problem seems to go away when using Firefox? That would help us isolated a problem with IE if that were the case.

Also, could you create a new project, invite "support@market7.com" to the project and then upload the video into it? We are unable to recreate your problem locally and it would be helpful if we had one of the videos you are having issues with.

Thanks for being patient with us as we work through this with you.

M7_Shannon replied on July 31, 2009 20:36 to the problem "Firefox and Safari browsers...unexpectedly quit in OS X" in Market7:

OK Brent, We owe you an answer but this is not a simple problem. We know it is probably very frustrating for you. We are not as fluent in the Final Cut Pro library so there is some experimentation we need to do to try and isolate and put this bug to rest. Do your best to work around this (by not working in 'edit' mode while FCP is open and we'll get a fix for this ASAP.
I am trying to recreate it locally, once we can reliably do that, we'll work with the Apple FCP developers toward a solution. I expect this will be a 3-4 week solution but I am crossing my fingers for something faster.

Shannon

M7_Shannon replied on July 31, 2009 20:29 to the problem "inconsistent PC player playback" in Market7:

Hi,
Let's figure out what is going on. This could be related to their browser or flash player. This is the first reporting of this issue and it could be related to the market7 software but I need some more information so we can diagnose the issue.

1. For the computer that is having trouble, are you saying that the video plays the first time you visit but will not play if you leave and try return to the same video?

2. Is it happening on different computers on the client side or just a single computer? If it is on a single computer, which browser (and version of that browser) are they running? Also which version of flash are they running (you can find out by having them click on this adobe diagnostic) ?

3. Does this happen on multiple videos or just a particular video? What type of video are you uploading (codec, container, etc. ie- Quicktime h.264 video, AAC audio codecs)?

4. When the video doesn't play, what happens when you refresh the cached page (holding down the shift key while pressing "R" )? Does the video play if you do this?

M7_Shannon replied on July 29, 2009 23:07 to the problem "Firefox and Safari browsers...unexpectedly quit in OS X" in Market7:

Brent,
Definitely a Final Cut Pro library conflict issue. Are there any plug-ins for FCP that you loaded recently? The key is isolating which FCP is conflicting our Script Editor so we can develop a solution.

M7_Shannon replied on July 29, 2009 22:59 to the problem "Type Ahead function works slowly" in Market7:

Brent, we have opened up a case against this problem and are investigating for a fix. Thanks for you patience.

M7_Shannon replied on July 23, 2009 18:44 to the problem "Firefox and Safari browsers...unexpectedly quit in OS X" in Market7:

Brent,
that's disconcerting. Can you invite support@market7.com to the project so we can try to recreate locally?

M7_Shannon replied on July 15, 2009 18:33 to the problem "Remove the automatic shrinking on Comments in Player" in Market7:

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M7_Shannon set one of M7_Shannon's replies as an official response to "Drag and Drop images not working in script." in Market7

M7_Shannon replied on July 15, 2009 18:32 to the problem "Drag and Drop images not working in script." in Market7:

This should be fixed for you now. Please let us know if you still see problems

M7_Shannon set one of M7_Shannon's replies as an official response to "Video and Dialog boxes displays are truncated" in Market7

M7_Shannon replied on July 15, 2009 18:31 to the problem "Video and Dialog boxes displays are truncated" in Market7:

This has been fixed!

M7_Shannon replied on July 15, 2009 18:27 to the problem "Jerky, inconsistent playback in annotative player - please help!" in Market7:

The Adobe bug has made playing .flv h.264 files very, very buggy. We'll continue to try and work around this problem but for now, we recommend NOT uploading flash video (.flv) encoded h.264. Bummer but true :(

we updated our "recommended settings for video" list to reflect this.