HD Video won't encode

[AR21]

I have HD videos on my page - so it worked in the past. Now it won't. It begins the upload, then begins to encode, then the encode fails. EVERY TIME.

I have tried every trick I can think of. I've restarted Chrome. I've dumped my cache. I duplicated another HD Video that worked and tried uploading over it. 

Customer Support is utterly useless. First they say it must be my file size or type. It's not - the file is 3.5MB and .mov file. Then they suggest I use a third party site optimizer - though they can't support how whether or not that works, its just a "personal recommendation". 

Weebly used to be known for their customer service. Now the people who answer the phone have zero tools and the supervisor tech leads are magically unavailable. No follow up. Nothing.

I pay extra for HD video - the least weebly can do is provide support.

[Bernadette3]

Sorry to hear you had a negative experience, @AR2. Was the rep referring to Handbrake? I know that's a third party tool we recommended in the past to optimize the video for web performance. I'll see if I can find the tips for which settings to use. 

I believe someone mentioned that there was some uploading issues over the weekend. It's very possible you were just experiencing a temporary issue, but I can try to test it out from my end. Can you post a link to a page with a successful video, and do I have permission to edit a test page and publish your site? 

[AR21]

Turns out Weebly can't actually support the HD Video upload. Even when my video fit your stated specs to the letter. I went up the Tech Support food chain - after 4 days and 3 phone calls - and the best your lead guy could offer is he has a "feeling" (no joke, a feeling) that there's something different about my newer videos from the past videos that uploaded without issue. Even though every video, old or new, comes from the same editor, the same equipment, the same output - every single thing is the same - yet he's saying it needs to be a different format in order to work. 

I pay extra for HD video but instead of drag/drop - it will apparently require endless additional preparation in order for it to work on my supposed user-friendly website builder. If I'm going to put EXTRA work into my site like this, I'd rather use Wordpress.

It seems to me that Weebly outgrew its ability to maintain its own offerings. I've been with you guys forever and recommended you to countless clients. That's over.

[Bernadette3]

I'm sorry again for the frustrating experience. I took a look at your site and it looks like the videos that are uploaded are all .mp4 files and not .mov files. I can see if there's any type of bug with uploading .mov files right now. If there is a .mov file on your site that is working can you please let me know what page it is on? Thanks! 

[UPSETwithYou]

It is because Weebly is a joke when it comes to this part of their website.

Look back for years and find the same problems being complained about....

What will never fail is their ablility to take your money.