Fuse app uploads video with wrong orientation

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  • Updated 6 years ago
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When using the Fuse app for iPhone, our users have found that some videos appear to upload with the wrong orientation for no apparent reason. One time this issue was thought to arise because of an incoming phone call during a recording. Other times the video was uploaded sideways without any explanation. Whenever this issue has occurred the Fuse app recorded video with the correct orientation (ie, the buttons were oriented for a normal widescreen video).

Any advice for avoiding this issue in the future would be appreciated.

Thanks!
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Sam Margulies

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Posted 8 years ago

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Walter Pelowski, Customer Solutions Engineer

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Sam,

Is it possible that the user changed the orientation at some point near the beginning of the recording? Fuse will use whatever orientation it was in when the recording first started. This means if someone hit the record button while having it in portrait mode and then immediately turned it to landscape, it would record in portrait mode.

If this isn't the case, we're going to have to get you in touch with our Tech Support team so we can get these videos and figure out how or why it didn't work properly for you. It's definitely not known or expected behavior.

Sincerely,

Walter Pelowski
Customer Solutions Engineer
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Sam Margulies

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Thanks for the response Walter.

I was not with the user when this happened, but I did tell her to make sure that the Fuse app is correctly oriented and the problem still happened again the next day, so I have a hunch it may be something else. Let me know if you would like me to send you one of these videos for testing.
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Walter Pelowski, Customer Solutions Engineer

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Sam,

Yes, please send me along the video and I'll take a look at it to see if there is anything I can figure out just from looking it over. My email address is w.pelowski@techsmith.com

If I can't discern anything from that, I'll let you know and we'll have to ask more questions to figure out the problem. Out of curiosity, does this happen every time this person records?

Walter
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Sam Margulies

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Walter,

Thanks. I will send you the videos once I get approval from my user.

She has recorded 50 videos and out of that 3 have come out sideways. During one of those recordings she may have received a phone call, while the other two videos are unexplained.
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Walter Pelowski, Customer Solutions Engineer

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Sam,

You may have noticed that we pushed out an update to the Fuse recorder a few days ago. iOS6 changed a couple of things with the way orientation worked. Your experience very likely happened on iOS6 devices. With the latest release this orientation in iOS6 should be fixed.

We're sorry you encountered it and thank you for reporting it to us.

Walter Pelowski
Customer Solutions Engineer
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Tony Maden

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I have the same issue, but recorded on Android in landscape mode. The video link below was recorded in landscape format but prior to transfer appears in transfer window as portrait as does video. If you record using built in Android camera the format is .3gp which is not recognized by Fuse. Despite my androids capacity to record in 720 HD, Fuse only records in 480x640 (this by the way is the exact same problem i noticed in early trials on the iPhone).
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Walter Pelowski, Customer Solutions Engineer

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This is a different issue from the original post. While the original post was an orientation problem, it was with iOS and has been fixed. Please reference the new topic here: TechSmith Fuse records in the wrong orientation on Android Device
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Tony Maden

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Hi Walter

Thanks for responding. Sorry you didn't get my video link, here it is http://www.screencast.com/t/JGQlK9PT

1. What is the make and model of your Android phone? MyTouch 4g
2. What is your Android OS version? 2.3.4
3. Are you referring to Fuse for Camtasia Relay or TechSmith Fuse? Techsmith Fuse on Android
4. You said "early trials" of the iPhone and this thread is over a year old.  Was this back in iOS6 days (whose bug has since been fixed) or sometime more recently? When Fuse was first release on IOS 7
5. For iOS, was it that you received a smaller resolution than you expected?  Or was this an orientation issue? smaller resolution than expected. When recording from Fuse, video size looked like VGA.


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Walter Pelowski, Customer Solutions Engineer

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Well, I learned I should've moved this to a new thread with the previous reply, because now I can't associate Tony's second post with the new item...
This thread is now being tracked here: https://feedback.techsmith.com/techsmith/topics/techsmith_fuse_records_in_the_wrong_orientation_on_a...

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