Problems with Uploader
Hello~
Lately I haven't been able to upload my reads due to an error (specifically it says "there was an error processing your file. Please contact us."). This has happened my past few reads and usually I'm a patient person but this has been making me increasingly frustrated and the three different tickets I submitted have not helped me. The staff addressing my ticket was able to upload the read and close the project, but not before the 5 hour deadline passed. So now I have numerous "TIME EXPIRED" stats on my page, which is extremely upsetting since I would have been prompt if the uploader was working.
I have no idea what the issue is. I tried different browsers and that didn't work. Clearly it's just me having an issue since everyone else can still upload by the looks of it. I save my file as it needs to be (.wav, 441000 Hz, 16 bit) and it still won't work. And I know that those are right because I tried submitting an .mp3 or a .wav with 8 bit and I get a different error reading specifically stating it's the wrong format. So I know my file isn't wrong. Can someone please help me? As I said, the tickets I have been submitting have gotten me nowhere (although they do eventually get it to the client).
I just feel bad because this is a client that uses me often and I hate to keep them waiting due to technical issues. And I can't let them know either so it's just reflected poorly on me (in addition to the 3 new "EXPIRED" tags on my profile).
I am just growing increasingly frustrated and would just like someone to help me before my stats put me at the bottom of the Voice Bunny pool :( Please? Anybody?
As an aside, can there be a page for Hours of Operation for the VB staff? I've been told the Live Chat is only during the week but I still have yet to see it. I also would like to know if anyone is available to help me on weekends or if it's just a 9-5 Mon-Fri thing. If that's the case I'm just constantly going to be late getting help since I work through those hours :/ Voice Bunny used to be very good and prompt with their customer support but I've just felt very dissatisfied lately.
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Hi Lindsey,
Could you provide links to the projects you were working on? I will see if there was some sort of tech problem during that time.
Usually when a talent reports problems uploading a file, it's due to trying to upload a .wav in the incorrect bit rate. We require 16 bit. Your audio program may be defaulting to 32. Or you will also see that error if you try to upload a stereo file instead of mono. I've noticed that with certain programs, Audacity especially, that it's hard to tell what bitrate it is in and I've even saved a file in mono, only to check it in another program and have it tell me it was stereo. If you are unsure, post a link to one of your audio files and I can check it for you.
Live chat is only available to clients and talents with a project they are currently working on. If you are not currently working on a project for a client, we offer support via email. Sorry you haven't heard back from our team. I will find out what's happening to your requests. Do you have a ticket #?
Thank you for the response, Tara! Also, I'm assuming I have to "add an answer" to respond. Sorry if that's not the right way to reply; I'm not usually on the forum here.
Anyway, here are all the URLs to my projects that expired (also is there a way to get those off of my stat list? A read was eventually uploaded for the projects and accepted but the EXPIREDs are still on my list :c ).
http://voicebunny.com/projects/1-nanu-in-house-ad-4
http://voicebunny.com/projects/1-olympia-voicemail-main-directory-7C-edit-3 (expired twice)
http://voicebunny.com/projects/1-olympia-moving-general-voicemail
As far as the bit rate, that's what I was told from some of the staff, but I literally have no idea how that happened. In my last ticket (I don't have a number but it was with Federico Tisnes if that helps) I attached my .wav and some screenshots showing me saving my file, which included saving it in 16 bits. And as I said above, I purposely saved it with 8 bit and when I tried uploading, it specifically said it was in the wrong format. So when I attached my 16 bit file, it didn't say that (instead said there was an issue and to contact you). So that's why I was led to believe it was in the correct format. Is there a way to tell the bit rate? I tried looking but I didn't see anything right off.
So what I'm TOLD is that the bit rate is wrong, but when I save it it IS saved as the 16 bit. And like I said, it would otherwise tell me it's the wrong format when I tried to upload. :(
Also, as far as the live chat, I DO try looking for it while I am working on a project. Like when I had the uploading problems I tried to find it but it wasn't available. Is that what you mean for available to talents with a project they are working on? Or is there a different window of opportunity besides when I'm currently doing a project?
As for hearing back, I eventually got a response, so that point is moot now. I guess I'm just used to back in the day when responses came a little quicker. And also I feel a little panicky when my project says I have 5 hours left and I'm having technical issues because I know it's probably not going to be resolved in time and I won't be able to tell the client :(
But anyway, thanks for the response and thanks again for the help! :)