Video won't finish backup

PS: it's a 16 minute video created on the iPad. I tried downloading via the browser instead, and placed it in the backup folder. It worked, but then the backup tried again to download the video, which of course failed, and also overwrote (deleted) the one I copied with the browser.

Those sixteen minutes correspond to about 800MB

Hello

My apologies for the long delay in response!

When you attempt to backup this large video file, are you getting an error message? Or does it just sit there idle trying to upload the video? Make sure you are as close to your wifi router as possible and that you keep the app running while you attempt to transfer the video. If it times out, then it won't complete the transfer.

For such a large video, you could try hooking up your device to your computer via the USB cable and using iTunes to sync that particular video.

Can you please let me know the above, I will be happy to assist you!

Best,

Amber
Photo Transfer App
www.phototransferapp.com

Amber - no error. It shows the progress bar reaching the end (for that video) after a few minutes of copying, then just sits there doing nothing. I've waited for at least 10 minutes, and can see from monitors that no more data is being sent over the Wifi network. It copies quite quickly while the progress bar is moving (I can see the data connection is being used), so it's not an issue of a poor connection.

As I mentioned, I was able to copy the video via the browser connection method. However, I still can't complete a backup, since every time it tries to copy that one video rather than noticing it's already there in the destination folder on the PC. I want to use the backup feature of your app. That's the only reason I bought it.

Amber, any ideas? I'd rather get this working soon, or I'll need to get a refund. I plan to implement this on several iOS devices if I can get it to work.

Hi Mz,

This is Enrique, one of the developers of the app, I'm sorry you are having issues with the app. What version of Windows are you using on your PC? I'm not sure what's happening here but it seems like the app is having trouble finishing the save on the PC.

One thing to try is to download that single video using the desktop app (without the backup feature) to see if the app can download that video individually. Another thing to try is to change the backup folder destination to a different place on the hard drive just to check if for some reason the destination path is causing a problem.

You can send us an email to support [at] phototransferapp [dot] com if you keep having problems.

Best,

Enrique

Enrique, thanks for the reply. I am using Windows 7. The destination folder cannot be the issue, since all the photos downloaded just fine. Permissions on the folder allow modification by the "Everyone" group. There's 38GB+ free space on the drive. Furthermore, the video file is created in the destination folder during the transfer, and stays at 0 bytes the whole time.

I just tried to save the file with the desktop app by selecting it individually and clicking "download". I ran into the same problem. The progress bar in the desktop app is all white, indicating it's pretty much done. Then it just sits there and the file on disk stays at 0 bytes. The process in task manager shows no I/O activity. The app on the iPad still shows "Sending files" but the progress bar has disappeared. I can click "cancel" in the desktop app, and it claims the download completed, even though the file still shows zero bytes. I can't delete the empty video file until I close the desktop app, as Photo Transfer App has a lock on the file. Clearly something fails at the very end.

I did email you at support as well and will follow up there again. Is there anything further I can do to make this work? Is there some conceivable reason that this file may be the only one with a problem? If so, can I somehow tell Backup to skip it?

I was able to get the other videos to download fine through the app, but they are max 120MB in size. I have other devices with large videos. Is there a limit to video size that can download? And regardless, how do I get the Backup feature to skip the problem video?

Hi Mz,

I'm puzzled with this one, it seems that somehow the large video can't be saved after is downloaded from the device. There is no limit on the size of the files so 800 MB should not be a problem. I would be curious to know if the same problem happens when trying to save to a different computer.

Another thing to look at is the log of the application to see if there is any error reflected there. Can you please check under: c:\Users\\AppData\Roaming\com.erclab.air.phototransferapp\Local Store\logs\

You should hopefully find log files there, please send the latest one to our support inbox and we will look if there is anything useful there.

Let me know if you can give it a try to downloading to a different computer just to have another data point. Unfortunately for now there is no way to skip a file during the backup process.

Best,

Enrique
Photo Transfer App

I'd rather wait on going through the process on another computer, as backing up elsewhere wouldn't be useful to me regardless. There are errors in the logs. They are short so I'll post here. Please let me know if these help. These errors show up during the download process for the file, while the progress bar is moving across the screen:

3/31/2014 09:10:36.489 [ERROR] modules.ApplicationWindow [IOErrorEvent type="standardInputIoError" bubbles=false cancelable=false eventPhase=2 text="Error #3218" errorID=3218]
3/31/2014 09:10:36.493 [ERROR] modules.ApplicationWindow [IOErrorEvent type="standardInputIoError" bubbles=false cancelable=false eventPhase=2 text="Error #3218" errorID=3218]
3/31/2014 09:11:43.980 [ERROR] modules.ApplicationWindow [IOErrorEvent type="standardInputIoError" bubbles=false cancelable=false eventPhase=2 text="Error #3218" errorID=3218]
3/31/2014 09:11:43.982 [ERROR] modules.ApplicationWindow [IOErrorEvent type="standardInputIoError" bubbles=false cancelable=false eventPhase=2 text="Error #3218" errorID=3218]