Certain customers can't view videos

[iophalanx]

Overall, I like Enclose very much. But there appears to be about 1-in-8 recipients that can't view the linked video for whatever reason. The latest instance occurred today and, fortunately, I was able to travel to her location and witness the problem on her end. First of all, she was on a PC and the Enclose link launched MS IE. After launching IE, it stayed on a blank screen forever after. Nothing loaded. If this was an isolated event, I might write it off as somebody that has a computer problem. But, since this happens with some regularity, I thought I might need to figure it out.

I was sending H.264 .mov files. This may be the problem, as I know that older versions of the QT plugin won't read H.264 videos. But she assures me that her version of Quicktime was downloaded just weeks ago.

Has anyone had the same experience as me? Anybody know why some recipients can't view the linked video?

[Paul Collins]

Maybe the server doesn't know about .mov files and isn't providing the right MIME type to the browser. Different browsers handle this problem in different ways. One (bad) way is when the browser tries to download the entire file as a document and display it! That may be what she's seeing. This is one reason the email template suggests right-clicking to download. But ideally you want to view right in the browser with fast start (not waiting for entire download).

If you send me the link (use Contact at top of this window), I'll tell you what MIME type it has. Of course, if you're using .Mac/me.dom we can't adjust MIME types.

Another thought - possibly the browser didn't get the (new) QuickTime plugin due to an install problem.