Occasionally, the Retriever web app may ask you to provide your media (pictures, videos, etc.) again.  This can happen for a few reasons:

  1. We don't recognize the format of the media.
    1. If you're attempting to provide an image, then we'll refer you to the library that handles our image conversions, ImageMagick.  ImageMagick maintains  a list of supported file types and formats, to check if your format is supported.
    2. If you're attempting to provide a video, then we'll refer you to our partner, Zencoder.  Zencoder maintains a list of supported file types and codecs, to check if your format is supported.
  2. Perhaps the upload failed. In this instance, please just try again, and make sure the tag shows the upload is "Done" before navigating away.
  3. If you're using the "Fetch from URL" option, please ensure you have a valid URL.  Also, be sure to check that the URL links directly to the media asset, and not just a web page that contains the media asset.
If the above suggestions don't help, please submit a ticket or give us a ring at 888-817-2817, and we'll be happy to help!