Autodesk Viewer Issue

[Anonymous]

I have an animation I uploaded to A360 Drive.  I sent a shared link to clients.  When you click on the link, the bottom (and probably the sides) of the video is cut off like it's too zoomed in on the video.  I can zoom out but I still can't see all the video.  

I've tried to view on Microsoft Edge and Google Chrome but no joy.

Now, when I go to my  A360 Drive account and click on the actual mp4 file, the movie is viewed fine.  It's comes in formatted smaller and I can see all of it.  See below for screen shots. 

I've also tried to format the movie smaller but it still comes in at the same size on the viewer.   We've also tried opening this on different computers throughout the office and the same issue with everyone.

Anybody got any ideas?

Viewed from A360 Drive (actaul MP4 file)Autodesk Viewer (cant see embedded logo)

[Luciane_Conceicao · Accepted solution]

Hi,

Thanks for posting your question in the forum.

 I have spoken with our engineers and they say that sharing a video via A360 Drive is an unusual use case.

Could you just allow recipient to download the video?

Cheers,

Luciane

Luciane Conceição Taylor
Product Support Specialist
Autodesk, Inc.


Please click the button "Accept Solution" if this suggestion resolves your issue.

[Anonymous]

Actually, that brings up another issue.  We have an option to upload for the client to just view and select to download.  If I upload to view, the video does not play.  I have to upload and select download for it to show up to view.

To answer your question, yes I can.  However, what do I do if I do not want to give my file away (refer back to issue above)?

It's like watching a movie in TV in a zoom ratio.  It works but your just missing some of it which is disappointing.    

Just my thoughts: You would think in our world today most people would be computer savvy but you would be surprised that the majority people are not.  I get a handful of calls because my clients cannot or don't know how login, download, upload, view, etc. or whatever and I have to walk them through it.  There has been times where talking them through it doesn't even work because they get so frustrated they don't listen. 

Now I'm just ranting but I have clients, consultants, etc. for no apparent reason get dropped off the shared list on 360 Drive.  Their emails are there but I have to un-share and re-share the emails constantly.  It's frustrating.  I thought I submitted on the forum about this but maybe not.

[Luciane_Conceicao]

Hi,

Thanks for your reply, sorry for the delay in answering.

Would you like to create a support case about your shared list? We can then log into your account and have a look.

In regards to the video, I get you. User just want to click and view. It looks like the system was not designed to share videos in particular, so I suggest that you log your request in the Ideas website. Although I have already reported this matter to our engineers, it would be nice to have your say and perhaps gather votes from other users to see how impacting this is to all. Here is the link to the A360 Ideas site.

Cheers,

Luciane

[Luciane_Conceicao]

Hi,

I wanted to see if you need further assistance with this post.

Cheers,

Luciane 

[Anonymous]

Actually, now it's worse.  So I just checked the video and now it gives me an error in Autodesk Viewer.  See attached image.  I re-shared the link to my self and I still get the same error and no download button.  I went to the Autodesk viewer and tried to upload the video there and it says it's not supported.  So it looks like the only way to view/download the video is to share a folder on A360 Drive with the file in it so they can download.  Was this changed because of my issue? 

And to add onto this, before it worked great viewing it from my phone but now I get the same error.  Having it somewhat work is better than not having it at all.  Video Error

[Luciane_Conceicao]

Hi,

I was not informed of any changes related to your post.

Do you mind sharing your file with me so that I can test with my project?

Please share the download link with me via the forum messaging system.

Cheers,

Luciane 

[Anonymous]

https://autode.sk/2DW5Yyx

[Luciane_Conceicao]

Thanks, I can reproduce the issue.

Do you mind sharing the video file with me so that I can upload it to my project and see if I can also reproduce from my side?

Cheers,

Luciane

[Anonymous]

How do you want me to do that?  The only way I know how to do that is if you send me your email address and share the folder.

[Luciane_Conceicao]

Hi,

I have sent you an email.

Cheers,

Luciane

[Luciane_Conceicao]

Hi,

I am investigating this matter.

Thanks for your patience,
Luciane

[Luciane_Conceicao]

Hi,

I just wanted to send a late update that our engineering team have worked on this matter and your users should be able to download the video.

Please let us know if you need further assistance.

Cheers,

Luciane

[Anonymous]

It looks like I can view on the phone which is great but i'm guessing they are not going to allow viewing on the desktop computers and it will be download only?  I know there were issues but again, I thought it was better than not having it at all.  I guess I will take what I can get!  Thanks for all your help. 

[Luciane_Conceicao]

Hi,

I have reported the issue to our developers and will let you know when I receive an update.

Cheers,

Luciane

[teepee11]

Autodesk Viewer error when preparing file for viewing

[teepee11]

Auto Desk viewer error , processing failed

[teepee11]

Sorry. We have encountered some issues when preparing file for viewing. Please contact support for assistance

Also see posts above 16 and 17 for grabs of errors uploading file to design review,

if any one can help me with this problem it would be great.

I had to get a colleague to process these for me , on his computer and this worked.

thanks

[Luciane_Conceicao]

Hi,

Thanks for your reply.

The original post is about videos in A360.

It looks lie you are working with DWF files.

If this has worked with your colleague's computer, are you able to perform the same operation in his/her computer?

That will tell us if there is an issue with your system.

I suggest creating a new post or submitting a support case as recommended in the message.

Cheers,

Luciane

[Anonymous]

I translate the dxf file to svf by model derivative which is in png. But in viewer I am not getting the full image. Only 1/3 rd is diaplayed