[Wordpress plugin] Some videos don't sync

fabrizioiaco
fabrizioiaco Member Posts: 3 ✭
in Developer APIs

Hello everyone,

I have a wordpress website that uses Cloudinary plugin to upload media files.
I see that some videos don't sync and I don't know why. If I move the mouse on the error icon it says missing header/body separator .

I didn't undestand why it happens only for few medias and I don't know how to investigate the issue.
Can you please share any hint in order to understand what's going on?

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Thanks a lot.

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Comments

  • Cloudinary Team
    Cloudinary Team Administrator, Cloudinary Staff Posts: 170 admin

    Hi there,

    Thanks for reaching out. Can you please open a support ticket with us directly via the following link:
    https://support.cloudinary.com/hc/en-us/requests/new

    It would be helpful if you could include a system report as explained here and adding some assets to the system report as described in the 2nd video.

    We look forward to hearing from you.

    Kind regards,

    Tia
    Developer Support Engineer
    Cloudinary

    🧑‍🎓 Academy Training | 📖 Documentation | 📰 Blog

  • fabrizioiaco
    fabrizioiaco Member Posts: 3 ✭

    @Cloudinary Team hello and thanks for your answer.

    I don't see any link where it's explained how to make a system report and how to add some assets to it.

    Thanks.

  • Tamara
    Tamara Member, Cloudinary Staff Posts: 123

    Hi @fabrizioiaco

    The instructions are explained here, please try adding some assets to the system report as described in the 2nd video.

    Best, 

    Tamara

  • fabrizioiaco
    fabrizioiaco Member Posts: 3 ✭

    Hello @Tamara

    thanks a lot for the reply.
    However, I just realized that it is about the file size…
    I have a CLoudinary free plan and I see there are limitations about it.
    What I don't understand is that, in this post https://support.cloudinary.com/hc/en-us/articles/202520592-Do-you-have-a-file-size-limit, I read that size limit for videos should be 100MB.

    The video in error I was trying to upload is 25MB.
    Do you think I reach any other limitation with its transformations?

    Thanks a lot.

  • Vdeub
    Vdeub Member, Cloudinary Staff Posts: 78

    Hi @fabrizioiaco,

    I am not able to locate any upload errors related to the file size limit you mentioned.

    Would you mind opening a ticket and sharing a system report as previously asked so we can dig further into the issue?

    Thanks in advance.

    Best,

    Loic

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