Can't upload AVCHD video

  • 1
  • Question
  • Updated 5 years ago
  • Answered
Hi,

I'm new to ShareFile, and am trying to use it to upload and transfer a video file in AVCHD format. I can't seem to make it work - When I use drag and drop in the Java applet, the icon always flies back to the laptop location. Any suggestions?
Photo of Tim Tavis

Tim Tavis

  • 5 Posts
  • 0 Reply Likes

Posted 5 years ago

  • 1
Photo of Ashlee Burch

Ashlee Burch

  • 676 Posts
  • 32 Reply Likes
Hi Tim,
What steps are you taking when using the Java Uploader? Make sure that you aren't clicking 'Choose Files' and then trying to do the drag and drop feature. You will need to drag the files either from your Desktop or from your Windows Explorer. If you click "Choose Files" you will have to select the File from the popup window and then select 'Add'. 

Please let me know if these suggestions work for you.
Photo of Tim Tavis

Tim Tavis

  • 5 Posts
  • 0 Reply Likes
Hi,

Here's what I've tried:

Using the Java Uploader:

I've clicked on "Click here for drag and drop"
New window opens for Java Applet, saying "Drag files here"
When I attempt to drag either AVCHD file or folder containing that file from my desktop window (Mac system), it 'bounces' back to the desktop window.

I've also tried clicking on the "Choose Files" button, but I don't get a list of files - only a box that says "Choose files to upload" but doesn't show any files.

I've tried each of these 2 approaches after quitting and restarting Safari.

I noticed that, when I tried to launch the Java Uploader, I never got the permission screen that I was told to expect - could this be the problem?
Photo of Ashlee Burch

Ashlee Burch

  • 676 Posts
  • 32 Reply Likes
Hi Tim,
More than likely the system is switching you over to a different uploader that is not Java. How big is the file? If less than 2GB you should be able to use the Standard uploader to see if that works. Your browser may be blocking the pop-up from Java. Are you able to try a different browser like Google Chrome?
Photo of Tim Tavis

Tim Tavis

  • 5 Posts
  • 0 Reply Likes
Hi,

I've tried enabling Java in Safari, Chrome, and Firefox. No luck.

Meanwhile, I had to reset my password, and now I'm getting a notice that my free trial has expired (when I have 28 more days).

I have to admit, this experience is not good advertising for your product!

I am trying to upload 2 AVCHD files, each about 5.5 GB, so I have to use the Java Uploader to make this work. I would be delighted to be able to send you a screenshot of what I am seeing, because it certainly looks like I'm seeing the Java Applet pop-up window.

Thanks for your continued help.
Photo of Ashlee Burch

Ashlee Burch

  • 676 Posts
  • 32 Reply Likes
Hi Tim,
I apologize for the continued issues that you are experiencing. You should be able to paste a screenshot into your reply on here, if not, feel free to send it to support@sharefile.com with the Subject: "Attn Ashlee". I can definitely take a look at it for you and help you further. Also, here's a helpful article that mentions some troubleshooting steps for Mac users: http://support.citrixonline.com/en_US/sharefile/help_files/SF010017?title=Java+Uploader+Tool ; this should depict what you should see when using the Java uploader. I hope this helps!
Photo of Tim Tavis

Tim Tavis

  • 5 Posts
  • 0 Reply Likes
Thank your for your very fast reply. However, I can't send any screenshots because, as I mentioned in the previous email, I am now locked out of my account. Apparently, changing my password activated the premature expiration of my 30 day free trial. Can you help with this, so I can get back to trying to upload the files?

Thank you!
Photo of Ashlee Burch

Ashlee Burch

  • 676 Posts
  • 32 Reply Likes
What's the email address that you use to log into your account? I can take a look for you.
Photo of Tim Tavis

Tim Tavis

  • 5 Posts
  • 0 Reply Likes
Photo of Ashlee Burch

Ashlee Burch

  • 676 Posts
  • 32 Reply Likes
Hi Tim,
I think the confusion was that you had an older trial that may have been getting your login mixed up. I have fixed it now and you should be receiving a 'Reset Password' email from the system. You should log in at this web address: https://timothymtavisphd.sharefile.com/ after you reset your password. Then we can see if you can't get some screenshots to me of that Java issue. Let me know how it goes!