I am having difficulty with thumbnails on my videos. “Select this Frame” doesn’t work at all. I tried uploading a thumbnail image manually, and while it looks OK inside my account, the thumbnail loads incorrectly and differently on all the devices I have tried.
Hi Brent, can you share the asset ID on the chat support? It will help us find the issue faster.
I’m new to Gumlet and worried its taken you a week to respond to this ticket. I’ve immediately noticed major issues with the same thing the 1st day I’m trying to use your service. You select an image from the 4 option and nothing updates in the viewer. Plus so many of my films have black cutting the image in half. Plus all my 9x16 film have the image cut in the middle so you aren’t reading the format and taking an image but instead tiling a section.
You should be able to get your basic features working otherwise how can you expect people to come to this platform. Surely its just basic design implementation to get this working from day one. I’m no impressed and having second thoughts about moving from Vimeo with such basic issues for a platform that has been up and running for a few years!
!
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@Adrian_Wolfson, we respond to our chat support tickets quickly as that is monitored in real time. The community platform is for discussion and Q&A. But reporting issues should only be done via chat support for faster resolution.
I assure, our customer support is really active and helpful.
This is resolved.
You can upload new thumbnails, we have fixed the issue.
I’ve found your chat to just time out and stop working in the middle of a chat, very frustrating
We have moved to a new chat support widget recently. It was a temporary glitch