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TROUBLESHOOTING WITH VIDEOS THAT CAN'T BE VIEWED ON COMPUTER
Hi. I have an iPhone 4 recently updated to iOS5.0.1 and an iMac with OS X Lion 10.7.2. Until now I've never had problems downloading photos and videos, but now i can only download pictures. Well, to be exact, I can also download videos, but my computer doesn't recognize them! Not with Quicktime 10.1 nor VLC! Can you please explain? What can I do to get my videos? Thanks!
Customer support service by UserEcho
Thanks for contacting us. I'm sorry to hear you are having issues with the app. I will be more then happy to assist you.
Make sure you keep the app running when you attempt to transfer the video. What is the length/size of the video?
Also note In order for it to transfer it needs to be in a .MOV format. If it is longer than 5 minutes you may need to make a change on the settings to allow the transfer. Here is what you need to do if the video is longer than 5 minutes: Open the 'Settings' app on your iPhone and go to the settings for our app 'Transfer'). Then change the limit for the setting 'Max video duration' to 600 seconds (10 mins) or whatever you need. Please note that it may take a while to transfer if the video is very long.
If you continue to have problems and none of the above is working, then An Important update regarding the video issue: We discovered a bug with the video upload function that is causing a issue with some video uploads which is causing the problem that you are experiencing. We already published a fix for it and we are currently waiting on Apple to approve it. I apologize sincerely for this issue. Thanks for your patience. I will get back to you as soon as the update is released.
Here is a screenshot of the current status of the app on the iTunes connect portal just so you know that we are completely transparent about this:
(Here is the related article) http://getsatisfaction.com/photo_tran...
Let me know if I can assist you further.
Warm Regards,
Amber
Photo Transfer
www.phototransferapp.com
Let me clarify the previous answer a little bit. The bug that Amber described on her answer is only happening when transferring videos from Computer to Device. You should be able to transfer from Device to Computer without any issue regardless of the size.
It seems that the issue may be with how your computer is reading the videos. Are you getting an specific error when trying to play the videos after they are transferred? I would suggest to try to right-click over the file and the use the 'Open with..' menu and then choose quicktime.
I hope this helps!
Regards,
Enrique
Photo Transfer App