App video preview Error

When you submit the app, even with the error still showing, did the video preview show when it hit the App Store?

We are having this same issue.

I have spoke to apple and provided the info they requested and will update if they say anything back.

Thanks.

I had this problem over the weekend. Two days ago I deleted the videos with errors and uploaded the same videos to iTunes Connect. The errors did not come back. This probably isn't the difference maker, but this time I pressed "save" after each video upload. My app has been "waiting for review" for a week now.

Hello I would like to add some clues to this issue.

Not only new apps show this error after uploading the videos . After the 24h approval time .

We have a game that has been publisherdon July 2015 and updated recently that has video previews that have been validated

and actually running on the store. Well now in ITC interface we see the error label also on those videos .

I guess it all happened after the recent changes in the interface , and probably changes that we do not see in t he backend system

I wrote to Apple and they asked for info on all files and a real mp4 for the file we upoaded ( don't they have it ? ) , of course the sent a link to the help page like always .

I'm also having the similar issues, I submitted some apps around 2-3 months ago and they all worked fine. However i now can't seem to change the preview image screen as i get the "App Video Preview ErrorSome error has occurred with your app video preview." error message.

What's even more strange is that I can edit some of them but only after returning every day & if i'm lucky it will give the option to change one of them. However some just wont give me that option so some of my previews are stuck on the old screen (which is not ideal).

I'm not sure if reuploading is the best way forward? Hoping apple will have some kind of fix soon.

Same problem here. Seeing all kinds of issues:

- "App Video Preview Error, Some error has occured with your app video preview" overlay (after "Processing App Video" had gone through)

- Uploaded iPad preview video had very bad quality when replaying it

- Uploaded iPad preview video is cut-off on the right side (about 10%) when replaying it

- Playing the iPhone 5 preview video shows the iPad preview video

About the overlay "App Video Preview Error, Some error has occured with your app video preview" . Does it only show in iTunes connect or also on the App Store? What is shown in the App Store?

cheers,

Markus

I still haven't heard back from Apple. But I'm seeing that on the appstore (my update just got approved) the previews are showing.

But...as you said, funcoder, the actual videos aren't replaying properly like they did a month ago. But at least they're still up there.

Thanks the infos, fareast. So it seems just an error in the iTunes interface, good.

I also wrote to iTunes support, they haven't answered yet

Thanks funcoder and all,

I am facing similar issue with my app preview. If someone hears back from Apple, please communicate in this thread.

Cheers

I am seeing the same issue - if Apple are looking at this thread maybe the following observations help :

1. I have to use Safari in order to see the preview as otherwise I see the message:

App Video Preview Unavailable

To view your app video preview or change the poster frame, you must use Safari and OS X v10.10 or later.

2. If I logout of iTunes Connect and reset safari then login and attempt to view the preview I notice the following error in the web developer console:

XMLHttpRequest cannot load https://apptrailers-ssl.assets.itunes.com/apple-assets-us-std-000001/PurpleVideo49/v4/cc/24/88/cc24880d-2e6e-85cb-c1f4-3a2c2b80fb75/P37614030_default.m3u8.

Origin https://itunesconnect.apple.com is not allowed by Access-Control-Allow-Origin.

3. I am certainly getting this problem after updating to OSX 10.11.1 for all videos. I am not 100% certain that I had it with the previous version (maybe someone else can confirm)

My guess is if 2 were fixed we'd be able to watch the videos - can anyone else confirm they see the error in 2 in Safari also when the preview is unavailable?

Same thing.

XMLHttpRequest cannot load https://apptrailers-ssl.assets.itunes.com/apple-assets-us-std-000001/PurpleVideo4/v4/59/34/10/593410ba-4e80-ae07-5fe0-b21d285e9c54/P37610403_default.m3u8. Origin https://itunesconnect.apple.com is not allowed by Access-Control-Allow-Origin.

Now I understand the problem. My video is not purple 😉

I am also seeing the same XMLHttpRequest cannot load error in the web developer console.

I went ahead and submitted my app anyway for review. Shortly after I got the following message from developer support:

".... After reviewing the app further, I can confirm that you were successfully able to submit version 4.1 of your app with your App Preview Video and it is Waiting for Review...."

I have been dealing with this same issue for almost a month now. Contacted Apple Support where a Senior Advisor indicated that my issue has been turned over to Engineering Dept. 2 weeks later I learned that my Issue was related to bit rate of the video, showing 1433 Kbps, where specs call for 10-12 Mbps.

My mp4 is only 7Mb. Specs say max file size is 500Mb. I am suspicious that since my video is so plain and simple with no motion that it may not be rich enough to support bit rate spec...??? Does any one else fall into the category of having these problems with one of the elements being a very small or simple file.

Can anyone suggest how I jack up my bit rate by almost a factor of 10?

Hi rtinvent,

I checked my videos, the iPad version has about 5Mbps, the iPhone version 3.5Mbps, so both are below spec. The iPhone version works, the iPad version doesn't.

Both videos were exactly the same when I submitted the last version of the app, and back then there was no problem at all.

I use Final Cut Pro as one of the official tools to create app previews. It does not allow to set the video bitrate, exports 5Mbps, but Apple's spec call for 10-12 Mbps

Go figure 😟

Very very frustrating.

I logged into apples bug report system (also known as radar) and submitted bug

23428123

I also referenced this thread. To see the report login to bugreport.apple.com and do a search on the above Id.