Frequently Asked Questions

Why am I getting the "disconnect due to inactivity" screen?

Processing multiple or long videos can cause this to occur. In these cases, a simple fix to this is to extend the Timeout Settings under the "users" tab in the admin section. The current default is set to 20 minutes, try doubling it to start!

Screenshot

Why am I getting "Lost connection to server. Please refresh to try again" screen?

This usually happens if an account is logged in on multiple tabs or if multiple users are trying to use the same account. Make sure all users have their own accounts and everything should run smoothly!

Why is Redactor not upgrading when I install the latest version for Client/Server?

Try these steps to ensure the latest version upgrades properly:

  1. Uninstall your current version of Redactor
  2. Restart your computer
  3. Now download and install the latest version
  4. Restart your computer again

Why are my videos failing to upload?

There are multiple reasons why this can be happening, try Force Conversion as a quick fix: You can find the steps on our Projects page.