REVEL: Unable to download some images

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  • Updated 5 years ago
  • (Edited)
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I have an album with a few hundred images in it, I have discovered that a number of the images, completely random it seems, are unable to be downloaded.
The " download photo or video" icon along the bottom of the screen is greyed out. There seems to be no logical reason for this, other images taken on the same day, with the same camera and uploaded at the same time are fine.
I am a current subscriber to Revel.
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ross duncan

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Posted 5 years ago

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Pattie F., Official Rep

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Ross
I presume you are on adoberevel.com and trying to download from there. Yes? Or are you on iOS?

The photos and videos that have not yet completed uploading and or transcoding will not be downloadable yet. My best guess at this time is that the files have not completed yet.

How long did you wait after requesting the upload? Did you close the app or browser before upload was complete? Did you have interntet issues?

Pattie
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ross duncan

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Hi Pattie, thanks for getting back to me.
Yes, I am logged into my account at adoberevel.com. I've tried a number of different computers and browsers, Mac/PC and chrome/Firefox/IE. It's the same issue on all platforms. I don't think it's an issue with images not yet completing their upload, the particular shots I'm interested in downloading were sent to my account in September last year while on holiday in Paris. I have an album with quite a number of images in it, maybe 1500 or so, random blocks of images in this album have the " download photo or video" icon greyed out. There's no pattern or logic to it, I wanted to download some images of Notre Dame Cathedral, some taken on the same day and uploaded at the same time are fine and have the icon accessible, but a block of 8 or 9, all in a row, are not able to be accessed, I've checked other images in the album at random and found a number of other examples of the same thing happening.
Thanks for your time
Ross
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Pattie F., Official Rep

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Hi Ross

Sorry you are having this issue. Thanks for the info. We will investigate your account and this situation and see what we can do. Which library conains the files with the issue?

Pattie
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ross duncan

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Hi Pattie, thanks again for getting back, if you can have a look that would be great, I have two libraries, the one with the issue is called Ross' library and the album is called France 2013. I just had a quick look then and started to scroll through from the first image, which cannot be downloaded, nor the second, then there's three or four that can be downloaded, then it starts on off at random, some can be downloaded and the next frame not. I think it's the only Album with the issue as far as I can tell.
Ross
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Pattie F., Official Rep

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Hi Ross-

I'm sending you email with s few questions

Pattie

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