• Sorenson 360 FAQ


    Sorenson 360 Account Set Up
    How do I start a Sorenson 360 account?
    Can I use Sorenson 360 with Sorenson Squeeze?
    Can I add other users to my 360 account?

    Using Sorenson 360 & Workflow
    Videos
    How do I embed a video on my website?
    Where can I embed my videos?
    How do I share a 360 video?
    Can I share my videos on Facebook?
    Can I make my videos play automatically when they load?
    Can I make my videos loop continuously?
    What happens when I select the option to "redirect permalink traffic?"
    Can I password protect my video?
    Why don't password protected files play on my iPad?
    Can I change the video still after my video has been uploaded to 360?
    Is it possible to download my videos?
    Can I add Closed Captioning to my videos?
    How can I set the "By" line on my videos?

    Players
    How do I make a new 360 Player?
    Can I create my own player or use a player I have already made?
    How do I make a Playlist Player?
    How do I make a playlist permalink?
    How do I change my playlist player frame size?
    Can I change the location of the video list on the playlist player?
    Why don't my videos appear in my playlist player?
    Do playlist players work on the iPhone or iPad?

    Uploader
    How do I upload my video to Sorenson 360?
    How do I upload videos without re-encoding (same-as-source)?
    Can i bypass re-encoding if my file is in an MOV container?

    Account Info
    What is "SEO information?
    How do I improve use of search engine optimization?

    Using Sorenson 360 with Sorenson Squeeze
    How do I add my 360 account in Squeeze?
    How can I set the poster frame of my 360 videos in Squeeze?
    How can I send a Review and Approval notice in Squeeze?

    Troubleshooting Sorenson 360
    Why can't I log in to Sorenson 360?
    What if my video upload consistently fails?
    What can I do if I get the error message "This is an invalid Password. Please try again"?
    What can I do if I get the error message "This Username is incorrect or does not have access to 360"?
    What does the error message "Failed to load a resource: Unable to load resources" mean?
    Why do videos play back choppy on Internet Explorer but not in other browsers?
    Why does it say my storage is still full even after I have deleted files?
    Why can't I see my video after uploading it?
    Why are all my videos unavailable?
    How do I resend the review/approve permalink?
    Why is the Approve/Deny/Comment box covering my video when I send out a Review and Approval notification?






    Sorenson 360 Account Set Up

    How do I start a Sorenson 360 account?
     You can sign up for a 360 account or get a free 30-day trial here:
    http://www.sorensonmedia.com/video-delivery-network/

    When purchasing Sorenson Squeeze you receive a complimentary year-long 360 account. (This does not apply to Avid versions of Squeeze.)

    For more information on purchasing Sorenson 360 or Sorenson Squeeze please contact the Sales team at sales@sorensonmedia.com or 888-767-3676

    Can I use Sorenson 360 with Sorenson Squeeze?
     You can use your Sorenson 360 account with Sorenson Squeeze to publish your videos directly from Squeeze to your 360 account as well as sending your videos directly to YouTube and your Amazon Web Services account.

     For more information on using 360 with Squeeze see these articles here:
    http://forum.sorensonmedia.com/forum...d-Sorenson-360


    Can I add other users to my 360 account?
     You can invite others to be sub-account users in your Sorenson 360 account.

     For more information on adding and managing sub-users, see this article here:
    http://forum.sorensonmedia.com/forum...roups-Overview



    Using Sorenson 360 & Workflow

     Videos

    How do I embed a video on my website?
     You can also use the provided embed code in upper right-hand side of the video player on the video details page.

     Copy and paste the embed code into your web page and your 360 video will appear in a Flash player in the location you specify.

    Using an embed code requires access to the actual HTML page code.


    Where can I embed my videos?
     Anywhere you can post HTML code should accept Sorenson 360 embed codes.

    How do I share a 360 video?
     You can send the permalink to your video to someone you wish to view your video. The permalink is located under the Permalink tab in the video detail page of your video. This is a link to a simple web page which people can visit and watch your video.

    Can I share my videos on Facebook?
     When creating or modifying your video player, check the box marked “Facebook” in the Layout section and save the player. Videos using that player will now have a Facebook icon in the lower right. This will prompt a Facebook login and allow you to paste a video still and permalink to your status update feed.

    Can I make my videos play automatically when they load?
     Yes, in the player settings you can check the “Auto play” box in the settings portion.

     Note: Be aware that every time someone loads a web page with a 360 video embedded with the auto play option on it will use up some of your bandwidth. This can use up your monthly bandwidth allocation very quickly so use this option with caution.


    Can I make my videos loop continuously?
     Unfortunately this is not an option with Sorenson 360 at this time.

     This is not an option as auto-looping could run up bandwidth usage (and charges if you have a paid account with an auto upgrade option) and possibly burn through an entire month’s worth of bandwidth if just one viewer left a page open with your video on it.


    What happens when I select the option to "Redirect Permalink Page traffic to my website”?
     The "Redirect Permalink Page traffic to my website (enter URL)" option will change the Permalink option that appears when clicking the embed button [<>] on the player to be whatever URL you type in rather than the default permalink address.

     It also disables the default permalink page. It does not re-direct viewers of the normal permalink page to the page you enter. Any viewer who has the default permalink will no longer be able to view your video on the default permalink page. They can only view in an embed code.


    Can I password protect my video?
     You can enable password protection on the video detail page in the Overview tab. This password protection applies to anyone viewing the video be it via permalink or embed code.
     If you are using Squeeze to encode and upload to 360 you can add a Notification which gives you the option to password protect your video.

    Note: Anyone with a standard permalink will NOT be prompted for a password if only the review/approve link is password protected via a notification in Squeeze.


    Why don't password protected files play on my iPad?
     This is a known issue that we are currently addressing. We apologize for the inconvenience.
     A work around is to download a web browser for the iPad such as Atomic Browser and make the browser identify itself as an iPhone. In Atomic Browser you click on the gear icon and click “Identify Browser As” and then choose “Mobile Safari - iPhone”

    You can get Atomic Browser here:
    http://itunes.apple.com/us/app/atomi...347929410?mt=8
     Get the free Atomic Browser Lite here:
    http://itunes.apple.com/us/app/atomi...355513788?mt=8


    Can I change the video still after my video has been uploaded to 360?
     The poster/still image cannot be changed once the video has been uploaded to 360.

     The only way to select which frame is used for the poster image still is by using Sorenson Squeeze to encode and upload your video to 360. You can set a video still marker to your timeline before encoding.

    For more information on making a video still for 360 in Squeeze see this page:     http://forum.sorensonmedia.com/forum...-for-360-Video

    Is it possible to download my videos?
     You can download your video by going to the Videos page in your 360 account. Click on the video you want to download, this will take you to the video detail page. Under your video in the Overview tab you can click the "Download Video" link and the video will automatically download to your web browser’s default destination with the name “file.xxx” (i.e. “file.mp4,” “file.flv,” etc.)

     You can copy the download link by right-clicking on "Download Video" and choosing "Copy Link" (or "Copy Link Location"). You can email this link to someone if you would like them to be able to directly download the video.

    Note: Be careful who you give this link out to as this will work even if the video is password protected.


    Can I add Closed Captioning or Subtitles to my videos?
     To add Closed Captioning or Subtitles to your videos you must first add the Closed Captioning button to the video player you are using the the Video Players page under the button options in the Layout section. Closed Captioning are video-specific and must also be added on the video detail page for each specific video.
    For more details on how to impliment Closed Captioning or Subtitles see this article:
    http://forum.sorensonmedia.com/forum...ioning-360-CMS



    How can I set the "By" line on my videos?
     There are two ways that the “by” name is set for a video on Sorenson 360:
    • If you upload a video through the 360 Upload page the name you are using for the Company Name will be the name that appears the video is “by”. To set your Company Name click on Account Settings and then enter the name you wish to use as the “by” name under "Company Name " for any videos uploaded using the 360 uploader.
    • When setting up 360 as a publishing destination in Squeeze, the Publishing Options settings window for your 360 publishing preset has a field titled “Your Name”. Whatever name is entered in that field will be the name that the video states it is “by” once it is uploaded to 360. To get to the Publishing Options settings window right click on the 360 publishing option in the Publishing Options window in Squeeze and select "Edit." Look for the field titled "Your Name" - this is where you can enter the name which will be set as the“by” line on your video once it is uploaded to your 360 account.
    Note: After a video has been uploaded to Sorenson 360 the “By” line cannot be changed.



    Players

    How do I make a new 360 Player?
     From your Sorenson 360 home page, go to the Players tab near the top right and select Create a Player.
     For more information on the different options and settings when making a player see this article here:
    http://forum.sorensonmedia.com/forum...tions-Overview


    Can I create my own player or use a player I have already made?
     You can use a default player in the Players page, make your own, or you can use the API to use the 360 video stream in a custom player you have created.

     For more information on the 360 API please see this page here:
    http://forum.sorensonmedia.com/forum/content.php?166-Sorenson-360-API

    How do I make a Playlist Player?
     To make a Playlist Player click on the Player tab. You can either edit the default Playlist Player or click the “New Player” button. Under the Layout options choose the “Frameless with Playlist” player style. Change the other options as you would like, change the Player Name, then click the “Save Player” button below the preview screen.

     Note: Only the Playlist Player set to “Default” will be used with your playlists. To set a player as your default player go to the Players page and click on the “Set as default” link under the player you want to use.


    How do I make a playlist permalink?
     There is no option for a permalink page for playlists. You must use the embed code with playlist players to view them.

    How do I change my playlist player frame size?
     To change the player frame size you need to manually change the embed code. There are three places in the code where the frame size is contained. You will need to change all three to the desired size.

    The lines will look like this:

    ...width:848px;height:380px...
    ...width="848" height="380"...
    ...sorensonmedia.com/848/380/...

    Can I change the location of the videos list on the playlist player?
     The video list can only be on the left of the player, and will always be 200 pixels wide.

    Why don't my videos appear in my playlist player?
     This is usually caused by having a password protection on your video. Password protected videos do not play in a playlist player.

     This can also be caused by either special characters or hard returns in the name or descriptions on your video.
    If you want to put line breaks in your video descriptions you must use HTML line break tags "
    " (without the quotes). For more information on line breaks see this article here:     http://www.w3schools.com/TAGS/tag_br.asp

    Do playlist players work on the iPhone or iPad?
     The 360 playlist players do not play on an iPhone or iPad. The playlist player uses a Flash player that is not compatible with iOS devices.


    Uploader

    How do I upload my video to Sorenson 360?
     To upload a video to Sorenson 360 follow these steps:
    • First click on the "Upload" page link.
    • Click on "Upload a File From My Computer"
    • Select your video from the browser window.
    • Choose the file format you which to encode to from the drop-down menu
    • Click the check-box if you want to be sent an email when the encoding is finished
    • Make sure the information is correct and then click "Squeeze It!" to start the uploading and encoding process.
    • After the file had finished uploading the encoding process will begin. At this point you may safely leave the Uploads page if you wish and your encoding will be done in the cloud.
    • After your video is uploaded and encoded it will be available on your Videos page.

     For more information on the Upload page please see this article here:
    http://forum.sorensonmedia.com/forum...60-Upload-Page


    How do I upload videos without re-encoding (same-as-source)?
     If your video is already encoded using an h.264 video codec and AAC audio codec in the MP4 container you can use the Squish Standalone Uploader to bypass re-encoding.

    You can get more information on the Squish Uploader here.
    http://forum.sorensonmedia.com/forum...Alone-Uploader


    Can i bypass re-encoding if my file is in an MOV container?
     If your file meets the requirements met on the Stand-Alone-Uploader article (H.264 video, AAC audio) here: http://forum.sorensonmedia.com/forum...Alone-Uploader

     You can then manually change the container name from MOV to MP4 and use the stand alone uploader to upload your file without re-encoding.

    Note: This only works on a Mac, not on a PC.



    Account Info

    What is "SEO information”?
     SEO stands for Search Engine optimization. Adding descriptions and keywords to this section is intended to help your videos be more likely to be found on a search engine.

    How do I improve use of search engine optimization?
     Adding more keywords that are unique and descriptive will improve your chances of being found on a search engine. For more specific help and tips with SEO, please visit www.seo.com

    Using Sorenson 360 with Sorenson Squeeze
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     How do I add my 360 account in Squeeze?
     To add your 360 account to Sorenson Squeeze simply double-click the Sorenson 360 Publishing Option or make a new publishing option and set the destination to Sorenson 360.

    For more information on how to add your 360 account to Squeeze see this article here:
    http://forum.sorensonmedia.com/forum...o-into-Squeeze


    How can I set the poster frame/still of my 360 videos in Squeeze?
     To make a poster image or video still you must use the light blue "Video Still" marker in Squeeze.
    For more information on making a poster frame/still for your 360 video see this article here:
    http://forum.sorensonmedia.com/forum...-for-360-Video


    How can I send a Review and Approval notice in Squeeze?
     You can send a Review and Approval notice by creating a new notification in the Notifications window in the lower left then applying it to your videos.
    For more information see the following article:
    http://forum.sorensonmedia.com/forum...-Notifications



    Troubleshooting Sorenson 360

    Why can't I log in to Sorenson 360?
     Make sure you are typing in the correct email address and password.If you still cannot log in please contact the Sales team at sales@sorensonmedia.com or Tech Support at support@sorensonmedia.com We will be able to see if your account has expired or if there is an error with your account.

    What if my video upload consistently fails?

    Usually failed uploads are caused by network connection issues. Check to see if you behind a proxy server or firewall. Is your network blocking our hosts?

    Sorenson 360 needs to be able to connect to the following locations:

    https://360.sorensonmedia.com/
    http://aws.amazon.com/
    amazonaws.com

    Ports needed:
    80
    443
    61616
    61613

    What can I do if I get the error message "This is an invalid Password. Please try again"?
     If you get a message that your passoword is invalid check that you are typing in your password correctly. If you still cannot log in you can use this link to reset your password:
    http://www.sorensonmedia.com/password/reset

    You must enter the email address of the account. An email will be sent to this address with instructions on how to reset your password.


    What can I do if I get the error message "This Username is incorrect or does not have access to 360"?
     This usually means your 360 account has expired. Please contact the Sales team at sales@sorensonmedia.com to sign up for continued 360 service.

    What does the error message "Failed to load a resource: Unable to load resources" mean?
     This usually happens when the video doesn’t load completely or there was a problem during uploading. Please re-upload your video again. If you continue to get this error please contact Tech Support here: http://www.sorensonmedia.com/support...n=submitTicket

    Why do videos play back choppy or out of synch on Internet Explorer but not in other browsers?
     The out of synch issues had to do with wmode transparency, which can be overridden by altering the embed code and adding:

     ?wmode=window

    after the embedv2.js.

    example:

    [
     2a1722dcgdae3j46d9C86d6v7a2966f480d7&" style="display:block;width:640px;height:360px" id="2a1722dcgdae3j46d9C86d6v7a2966f480d7" width="640" height="360">qed-com-hd ]
    Note:     This will mean the player cannot be rolled over by any other HTML element, a transition in HTML 5, etc.


    Why does it say my storage is still full even after I have deleted files?
     After moving the files to the trash, you will need to click on the Trash Bin icon and click “Empty to actually remove the files from your storage allotment. Please allow 2 hours for your storage usage to reflect the change after emptying the trash.

    Why can't I see my video after uploading it?
     Usually videos are available immediately after encoding is complete, but occasionally it may take approximately two hours for videos to become available If your recently uploaded videos are still unavailable after two hours, please contact Technical Support.

    Why are all my videos unavailable?
     This is typically due to an interruption in your subscription, either because your one-year complimentary account that came with your copy of Sorenson Squeeze has expired, or the paid subscription agreement has come to an end.

    An email is automatically sent notifying of an upcoming change in your account that would result in interruption of service. If you did not receive a message, you may want to verify your contact info as well as make sure all email communication from the domain @sorensonmedia.com is allowed by your email provider and is not being sent to a junk or trash folder.

    How do I resend the review/approve permalink?
     The special review/approve permalink is only available to those who received a notification as it was sent upon uploading via Sorenson Squeeze. We recommend you create a notification for your own email address so you can redistribute it as needed.

    Why is the Approve/Deny/Comment box covering my video when I send out a Review and Approval notification?
     Player frame sizes larger than 640 pixels wide will be covered by the approve/deny box on Review and Approval permalinks.