Photoshop.com: Why can't I upload 3.5GB size, .mpg format video file to Photoshop.com using the Express uploader

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I upgraded my Photoshop Web Album storage capacity to 20GB and haven't been able to drag a 3.5GB, size .mpg format video file to either Photoshop Express Loader or directly to Photoshop Web Album. I only have 1.7GB stored in my web album.

A circle with a line through it displays on the file icon as I drag the file to the uploader and nothing happens after I release the mouse button. I am able to drag smaller files to either uploader. It acts like the uploaders don't know the capacity has been increased to 20GB.

This is dissappointing.

HELP!!!
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Howard Sanders

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Posted 8 years ago

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Charlie D, Official Rep

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Official Response
Hi Howard

The Photoshop Express Uploader app has a 2 GB file size limit for videos.

If your goal is to upload the video for sharing and not backup, is it possible for you to upload an alternate version of your video? I'm suggesting a down-res or downsampled version exported from a video utility like Quicktime, Windows Media player, or an open source video tool like Handbrake. Sometimes simply converting a video from MPG to MP4 can significantly shrink the file size.
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Howard Sanders

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Thanks Charlie,

I didn't know the uploader had a 2GB limitation. That's unfortunate and short sighted in my opinion.

Anyway -- I took your advice and downloaded Handbrake's Video Performer and converted the file to MP4 format. That conversion compressed the file from 3.5GB to 1.5GB.

The Photoshop Express Uploader started and continued until about 30% complete then failed. I started it again before going to bed and check it this morning. It had stopped at 7% complete. Also, every time I attempt upload directly to Photoshop Web Album with Premiere Elements 7.0, it also fails. So I hope your understand why I'm frustrated with this product line.

I own Photoshop Elements 6.0 for photo processing and Premiere Elements 7.0 for video processing and I just upgraded my Photoshop web capacity to 20GB and I can't perform a simple task of uploading a relatively large video file to my web album.

Any productive suggestions would be appreciated.

Howard
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Charlie D, Official Rep

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Hi Howard

I am not sure if the 2GB upload file size limit was by design or a limitation of the application's underlying AIR runtime, but perhaps this is something that can be improved. I'll forward this thread as an enhancement suggestion to the Photoshop.com team.

In regards to the standalone uploader stalling out, this is not expected behavior regardless of file size. Please check out this older post for Uploader troubleshooting tips: http://forums.adobe.com/message/34395...

Specifically, I wonder if uninstalling and then reinstalling the latest AIR runtime and Express Uploader app will solve your upload stall problem. Or perhaps clearing our Uploader app cache, also described in that other post. If it doesn't help, please post back, and we'll get someone in Support or from the Photoshop.com team to take a closer look.
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Howard Sanders

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Thanks Charlie,

But, the link you reference regarding the Express Loader was not about the loader failing or stalling during an upload. The subject related to Installing the Express Uploader.

Howard
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Charlie D, Official Rep

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Hi Howard

Since i can't reproduce your upload issue, I'm just trying to eliminate factors causing your you problems, starting with simple things first. I know you said Elements is also having trouble posting large files to your account. I just wanted to see if a pristine installation of the stand-alone AIR uploader had better luck.

Another idea I have to help us understand where the problem is: could you create a new, free 2GB account, and see if your Uploader or Elements apps have better luck uploading to that alternate account.

Do you have access to another machine in another location which you can try, for example a machine at work? This might help us understand if the trouble is specific to your home or even a particular machine.

I will ask the PS.com team if they can take a closer look at your account, and see if there's something on our side to fix up.
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Howard Sanders

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Ok Charlie,

Now I understand.

I'll try the clean installation of the Express Uploader and ADOBE AIR. tomorrow and report back.

Just to include more info for your diagnosis -- Yesterday I uploaded 5 video clips ranging is size from 6.8MB to 15.4MB totaling 47.8MB. I started the upload early afternoon (about 1 PM) and it didn't complete untill the wee hours of the night. It was 70% complete at 12:15 AM. That's way too slow.

Thanks
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Charlie D, Official Rep

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This is not at all expected. We'll sort it out. Please let me know if you can try these things I asked, and what the result was.

Thanks,
Charlie
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Amreek, Employee

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In Addition to what Charlie has mentioned

This could also be a problem of slow/congested bandwidth causing connection drops. Did you experience any problems with other sites.
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Howard Sanders

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Hi Charlie and Amreek,

Sorry about the delay in responding but I've been kind of busy.

I want to thank the both of you. I performed the uninstall and re-installations that Charlie suggested and finally had time to attempt an upload last night.

The upload completed in a reasonable amount of time without any problems. So it appears the upload problems have been solved.

Again --Thank You.

Howard
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Amreek, Employee

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Hi Howard,

Great to hear that. Let us know if you run into any more issues

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