Comments on: Clip Download Issues: We’re On It

By: Ruizpipo666

Ruizpipo666 — Thu, 27 Sep 2012 21:50:41 +0000

I wish I found this blog post before I renewed yesterday — I feel like I just flushed $15.00 down the toilet. My Mac (OS X 10.5.8) will not play back any of the MP4 clips I downloaded and I don’t understand why there is no mention of this issue in the FAQ section. It has been over 24 hours since I e-mailed support (twice) and I have yet to receive a reply. More disturbing is the original “We’re on it” post is now over two weeks old. Until the problem is fixed, customers unable to use the site should be given full refunds!

By: Bobo

Bobo — Wed, 26 Sep 2012 16:25:34 +0000

I am using VLC to view custom clips. I liked WMV better – it looked better and you could it slow it with keystrokes instead of having to use a menue. Off subject, but I miss the current releases at the top of the page.

By: Ghost

Ghost — Sun, 23 Sep 2012 02:15:37 +0000

That you for the update, but there was no mention of DVD resolution WMV downloads that are garbled / noisy. This has been going on for quite some time and occurs primarily with Jules Jordan, Red Light District, and Platinum X DVD updates. You guys have never addressed this issue or even acknowledged it happens. I do know from the hard copies of those DVDs that many of them are burned on a red disc… maybe that is causing some sort of interference with your DVD ripping software. I don’t know. If you guys are working on it, I’d like to know. The easiest example I can give is the DVD update for “Dual Invasion #4″. Every single file in that update for the WMV DVD 640×480 resolution downloads are garbled / noisy. As for the topic, I have no preference for WMV over MP4, just whichever works and is uploaded in a high quality. If you guys completely abandoned WMV for the high resolution downloads, I wouldn’t personally be opposed as long as it is not noisy.

By: Bob

Bob — Tue, 18 Sep 2012 19:15:46 +0000

All, please see the update at http://blog.videobox.com/blog/index.php/2012/09/18/mp4-clips-fixed/. The issue with playback is resolved, and I also mention in that update that we have no plan to remove full-scene WMVs at this time.

@ronaldo: Thanks for the info, glad to hear it's working for you. Fortunately, folks with older machines should be good to go too, with a variety of software options available for editing and playback.

By: ronaldo

ronaldo — Mon, 17 Sep 2012 03:48:52 +0000

Recently had clip DL issues .I purchased Windows 7 software about a month ago and upgraded , rather than buy a new computer since my current computer still has plenty of life left . Windows Media Player 12 plays all current VideoBox formats very well as well as older WMV formats . Way sharper than VLC .THERE ARE some minor glitchs but I am learning to use the new Windows 7 software.

By: racsoretlaw

racsoretlaw — Sat, 15 Sep 2012 06:15:23 +0000

You say that WMV is dead and going away but it’s the ONLY format I download. I don’t find custom clip download very useful because I can’t really tell where the best cut is. I download WMV’s because they are big enough to view full screen but smaller than the other formats except the iPhone tiny ones. So what are you going to replace the WMV format with or are you just going to drop it?

By: steve

steve — Tue, 11 Sep 2012 23:28:36 +0000

Heheh, I do appreciate the personal reply, as staysexy said, even if it doesn’t really help any I’ll just patiently wait for the “fix” to come on board, before I download anything else from custom clips. As custom clips + full HD scenes are all I download.

It’s all good, It’s just porn… I can wait.

By: StaySexy1

StaySexy1 — Tue, 11 Sep 2012 20:57:33 +0000

Bob – thanks for posting your comments.

You are showing that VB is present to and engaging with customers by your blog posts and comments. Anyone can go back 5 years and read the history of the VB Blog and customer dialogue. I know of no other company with this much transparency… THANKS!

By: Bob

Bob — Tue, 11 Sep 2012 19:03:19 +0000

My responses to the comments thus far:

@Adam: thanks very much for your feedback, even if it is off-topic. Some excellent suggestions and input there, for which we are always grateful. We have a "Suggest Site Enhancement" drop-down option on the contact form at http://www.videobox.com/support/contact if you are looking for the best place to send stuff like this going forward.

@steve and @Deltor0: Please email customer support directly at support@videobox.com and we will be glad to help you with specific fix steps as well as troubleshooting any scenes with which you are having issues. You definitely do not need a new computer, and we are very confident that we can get you back in custom-clip business before you know it. I apologize again for any inconvenience.

@Goodale (and everyone): Let me reassure you that we have been watching the WMV download rate for quite a while. We do not make decisions like this lightly, as we value each and every one of you, our customers. The fact is, WMV downloads now account for a small fraction of overall downloads, so our hope is to get everyone transitioned over as smoothly as we can. We are working right now on a fix for the MP4 custom clips which should soften the landing nicely. Meanwhile, Support is here to help you, so please email us if you need help.

@al: "Some users have reported difficulties with playback of the custom-clip MP4s in certain software programs, however. We are aware that this is an issue and are working as quickly as possible to resolve it" == "We're on it"

@StaySexy1: Thank you for your contributions here. It is always helpful when customers are willing to step in and offer support/solutions to other customers, which is what we're trying out with the Roku forum (see support.vbtv.videobox.com/vbtv). For now, that's an experiment; I'll be curious to hear what folks think of it.

By: StaySexy1

StaySexy1 — Tue, 11 Sep 2012 16:43:58 +0000

We used to use WMV for everything but then…

we bought iPads and iPhones and iPods – they prefer MP4;

we added a Roku – it does not play WMV but plays MP4s just fine;

we discovered vlc and handbrake and avidemux and freemake – all free software to play, edit and convert video on the local computer.

So, while it was hard to leave WMV, our life is much simpler now with the same file playable on multiple devices.