Support?

[Dustin Withers]

Hey All,

I've sent about 4 emails to support at dropio.com and have not had any
response except for the canned email response claiming that someone
will be contacting me soon. Is this normal?

Thanks,
-dustin

[Marak Squires]

Don't worry I'm sure someone will get back to you soon. drop.io is really good at getting back to people.

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[Peter Frasca]

Hi Dustin, 

This is Peter Frasca, drop.io's Community Manager. First off, I just want to apologize for the delay in getting back to your request. Your e-mail thread was mistakenly marked as resolved. This is definitely not a excuse. We live and die based on how well we're treating our community and this was a big fail.

To address your question, I went to the drop where the video file has been uploaded. We were able to create a thumbnail for the video but not convert it. We should be removing the embed code conditionally in this situation as there is no video to be embedded and it's confusing to the user. This is now in our bug tracker. As an aside, the file wasn't converted because it's using samr which is a pretty exotic audio codec that is only supported by Quicktime.

I hope this helps and if for whatever reason you don't receive a response from support within 24 hours, please feel free to contact me personally.

-Peter

YOUR ORIGINAL E-MAIL:

Hello,

I'm the developer of a community based projected called Thoughtbox.
Currently we are finishing up development on the project. Basically
it's a repository of community files and information. When my client
approached me to develop it the first thing I thought of was Drop.io
since you guys have all these great embeddable players. I finished up
the integration with your API yesterday and one of the testers has
found that it's not working with a video she uploaded. The embed code
that is not working is located
http://charlottesaid.7sudos.com/content/rollerblading

If you check out the drop we've tried uploading many times but none of
the videos are previewable nor does the embed (from the API) work.
We've used IE8 & Webkit.

http://drop.io/thoughtbox_charlotte_dev

If this works out they are very interested in purchasing a larger
drop. They are also hoping to roll this site out for more communities.

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Hey All,

I've sent about 4 emails to support at dropio.com and have not had any

response except for the canned email response claiming that someone

will be contacting me soon. Is this normal?

Thanks,

-dustin

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______________________
http://drop.io/peterfrasca

[Dustin Withers]

Peter,

Thanks so much for the reply. So basically that video encoding will
probably never be supported? How would the API handle it's type? Would
it still call it a "movie" ?

Thanks much,
-dustin

> that is not working is locatedhttp://charlottesaid.7sudos.com/content/rollerblading

>
> If you check out the drop we've tried uploading many times but none of
> the videos are previewable nor does the embed (from the API) work.
> We've used IE8 & Webkit.
>
> http://drop.io/thoughtbox_charlotte_dev
>
> If this works out they are very interested in purchasing a larger
> drop. They are also hoping to roll this site out for more communities.
>
>
>
> Hey All,
>
> I've sent about 4 emails to support at dropio.com and have not had any
> response except for the canned email response claiming that someone
> will be contacting me soon. Is this normal?
>
> Thanks,
> -dustin
>
> --
> You received this message because you are subscribed to the Google Groups
> "Drop.io API" group.
> To post to this group, send email to dropi...@googlegroups.com.
> To unsubscribe from this group, send email to

> dropio-api+...@googlegroups.com<dropio-api%2Bunsubscribe@googlegrou ps.com>

[Jacob Robbins]

Dustin,
Lee checked into this and it seems that our video transcoding
service currently does not support the AMR audio codec which is used
by the movies in question. We don't have a date for when support for
this audio codec will be added but it is on a list with other codecs
that we plan to add support for.
In the meantime, the drop.io API will recognize these as audios.
But it won't be able to generate web-preview versions of them. So they
won't be previewable in the browser and users will have to download
them to view them.
For what it's worth, I had some trouble viewing them in my desktop
video player after downloading them. VLC showed a popup error message
saying it didn't recognize the video format... and then went ahead and
played the video part anyway.
So while we plan to add support for this audio codec, we don't have
a timeline for when that will happen yet. The reason for this is that
we are in the early stages of planning a fair amount of work on our
conversion backend and we don't know which features are in scope yet.
In the meantime, you might consider altering the production process by
which these are made to use a different audio codec if possible.
-Jacob

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