Thumbnail Upload Error

  • 1
  • Problem
  • Updated 5 months ago
When I upload a new thumbnail to a video, sometimes the file saves and other times it says it saves, but when I return I find the thumbnail gone.
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PangeaFoundation

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  • frustrated

Posted 5 months ago

  • 1
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p.stanos, Employee

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Hello,

When you say it's gone, does it not have any thumbnail or is it set to the previous one?

It could be that your browser is caching the old thumbnail still. Have you tried viewing it in another browser (e.g. if you normally use Chrome, trying it in Edge or Internet Explorer) or using Incognito/Private Browsing to see if the new thumbnail shows up then?


- Paul
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PangeaFoundation

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Hi Paul -

The thumbnail goes back to the old one. Ironically, when I opened it in a new web browser (Safari), the video thumbnail was updated on one video (Building a Property Wide Profile), but had reverted back to a previous thumbnail on another video (ADL Status Form). I'm attaching screen shots. 
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p.stanos, Employee

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Could you try logging in within an Incognito tab in Chrome? Perhaps the first thumbnail is cached in Safari, which is why you don't see the new one there.


- Paul
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PangeaFoundation

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Today is the first time I've logged into Screencast via Safari, so I'm not sure why it would be cached. The screenshot on the incognito tab in chrome reflects the same thing as Safari.
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p.stanos, Employee

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Would you be willing to follow up with our support staff for more hands-on assistance? You can go to https://support.techsmith.com and click the Get Help button in the bottom right corner to start. It would be especially helpful if you can provide a link for the video that you are having trouble setting the thumbnail.

I wish I could provide more immediate help, but without knowing more I don't have a lot of great suggestions.


- Paul
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PangeaFoundation

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Yes, I will do that. This is a common occurrence and happens with many videos.