Student gets a 4 second message: "Your audio is being converted, Please try again soon." We are on Version 3.6. Seems to be a user problem because I have no problem submitting as a student. Any help to direct students is appreciated.
Hi Cassie. This is likely because the placeholder audio file is cached in the browser that is not playing back. That is why on your browser, or another browser, the same file plays back fine. See here for what to do:
https://support.poodll.com/en/support/solutions/articles/19000077095-always-says-poodll-is-converting-
https://support.poodll.com/en/support/solutions/articles/19000077095-always-says-poodll-is-converting-
Thank you for your quick reply.
We have found that the only students having a problem are on a MacBook. We have tested MacBooks in the office and in other locations and we cannot reproduce the problem.
Could their internet access be a problem?
Do you have any other suggestions?
We have found that the only students having a problem are on a MacBook. We have tested MacBooks in the office and in other locations and we cannot reproduce the problem.
Could their internet access be a problem?
Do you have any other suggestions?
Cassie
I need a bit more information really.
Are the files themselves gone? ie Even teachers can not play them back?=
Or is it a playback issue? ie The same file that plays elsewhere, reports "converting" on the original macbook.
Continuing and assuming its the former (file never comes back) ..
What Poodll activity / plugin type this occur on? Is it audio or video?
I think that if it is macbook, the issue is likely to be not the mac itself but Safari browser. So that would be the one to test.
If you can send me your Poodll support info file and ideally the filenames of some of those missing files I can look them up and maybe see whats happened. But don't do that here. send to support [at] poodll.freshdesk.com
This page explains about the support info file:
https://support.poodll.com/en/support/solutions/articles/19000077071-the-poodll-support-info-file
I need a bit more information really.
Are the files themselves gone? ie Even teachers can not play them back?=
Or is it a playback issue? ie The same file that plays elsewhere, reports "converting" on the original macbook.
Continuing and assuming its the former (file never comes back) ..
What Poodll activity / plugin type this occur on? Is it audio or video?
I think that if it is macbook, the issue is likely to be not the mac itself but Safari browser. So that would be the one to test.
If you can send me your Poodll support info file and ideally the filenames of some of those missing files I can look them up and maybe see whats happened. But don't do that here. send to support [at] poodll.freshdesk.com
This page explains about the support info file:
https://support.poodll.com/en/support/solutions/articles/19000077071-the-poodll-support-info-file
Thank you Justin and I apologize for the lack of information.
All 3 are using Chrome and Firefox on their MacBook so I knew that was not a problem but of course you would not know that.
The audio has been removed but the audio did say "Your audio is being converted please try back later" but it never converts. Yes it is a playback issue, it did not play on any computer or by anyone else.
I am questioning the students again about internet speed and filters. Sorry I could not be more helpful I know how frustrating that can be.
I will update you if I have anymore information to share with you.
All 3 are using Chrome and Firefox on their MacBook so I knew that was not a problem but of course you would not know that.
The audio has been removed but the audio did say "Your audio is being converted please try back later" but it never converts. Yes it is a playback issue, it did not play on any computer or by anyone else.
I am questioning the students again about internet speed and filters. Sorry I could not be more helpful I know how frustrating that can be.
I will update you if I have anymore information to share with you.
Only 1 student of 3 replied. His answers:
1. Cannot access link (He got the same message we did so we are satisfied the connection to the Amazon site is not the problem)
2 I don’t block websites
3. 16.30 for the speed test
We asked the student if we could get remote access onto his desktop and he has not given us an answer, so the answer is no.
I have no more information. Speed would be the only item I can consider as the problem. You can close this ticket since 47/50 have no problems.
Thank you for your time.
1. Cannot access link (He got the same message we did so we are satisfied the connection to the Amazon site is not the problem)
2 I don’t block websites
3. 16.30 for the speed test
We asked the student if we could get remote access onto his desktop and he has not given us an answer, so the answer is no.
I have no more information. Speed would be the only item I can consider as the problem. You can close this ticket since 47/50 have no problems.
Thank you for your time.
Thanks Cassie. I am sorry we could not get a better resolution of this one. In future its probably a bit more efficient to visit https://poodll.com/contact and that will make a ticket on the helpdesk and we can pass information back forth quicker