MP4 Videos aren't being encoded in most cases recently. I am canceling the process of those ones manually to free some load for unplayable formats such as MKV's. However, it won't cause any issues since MP4's are playable already.
Not sure how it was (done incorrectly). It's either hasn't been encoded or it has been, but for the first time I hear such report (done incorrectly).
However, I will follow your PM for additional informations.
I am following up that isolated case, our team should give me a proper response very soon.
No one is facing such problem so far, that's why I forwarded this to our team seeking to have additional informations regarding your isolated case. It's the first time I have seen such situation.
The status of the video is being transferred from the FTP server into another one, that's anormal status, the weird part that it's being stuck on this status for this whole time you mentioned. By checking many users, I saw their files didn't remain in this status for longer than 2 hours, but in your case you said 12 hours so that's why I forwarded this to our IT team. Also that's why I mentioned that it's isolated case, because at the moment I am writing this reply there is no such situation with any other user.
Thank you for understanding. Will do my best for you.
Yes, I noticed that. We gonna re-encode your MP4 videos today as they not playable even that they're MP4. I will follow up with you through the PM we have.
PM Please.
This issue is limited to specific servers due to the massive migration into our host recently, however we're working non stop to add more servers constantly and we already covered 70% of our needs and the issue is gradually disappearing. The situation wss much worse 3 days ago but we toke immediate actions to reach this point.
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We apologize. We're receiving more than 700 emails everyday during the last 3 days, so it's hard to respond to each and every message quickly specially that some messages requires some manual actions such as checking and investigating besides escalating to the concerned team.
