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Title: FlipShare Troubleshooting Frequently Asked Questions

Article ID: 724

TABLE OF CONTENTS

PLAYBACK ISSUES

1. Why don’t my AVI and MP4 videos play back in Windows Movie Maker 6.0 on my 64-bit XP or Vista systems?
2. What should I do if I could not hear any audio when playing videos on my Mac computer?
3. Why does the playback of the videos taken with an HD Flip video camera appear choppy or jittery?
4. Why does the audio play slower than the video when playing videos on my computer?
5. Why do the colors seem weird when I play my videos in FlipShare?
6. What should I do when I get a DirectShow error when trying to view my videos on my computer?
7. Why can't I view or save my videos in FlipShare?
8. My videos do not play back smoothly on my FlipShare software.  What’s wrong?

EDITING ISSUES

1. Can I undo and go back to the video’s original version after editing a video?
2. How do I change the title of the videos in FlipShare?
3. Is there a limit to the number of video clips or snapshots you can combine to create a movie in FlipShare?

SHARING ISSUES

1. Is there another way to email videos other than using the FlipShare program’s Share features?
2. Why is the quality of the videos I email or upload not as good as playing the original videos on my computer?
3. Why are the videos uploaded in Facebook only two (2) minutes long?
4. Why don't my recently uploaded videos in Facebook appear when I click the FlipShare link?
5. What should I do when I receive the error code 7.8 when trying to share my videos through Flip Channel?
6. Why can’t I view my old content from my new computer and recently-created Flip Channels?
7. What will happen to my Sent and Received Flip Channels once I have upgraded to a new version of FlipShare?
8. I am getting a “Please connect to the Internet” message when I click the Contacts or Inbox button on my FlipShare software.  What’s wrong?
9. I have received a video from my contact but I cannot view it from my FlipShare program.  I can only view it from my web browser.  What’s wrong?
10. Why can’t I download or reshare the videos I have received from FlipShare?
11. Why can’t I reshare a greeting card or a video I have received along with some other videos from my library?
12. Why can’t I share videos to a group and an additional email address in the same email?
13. I cannot re-share my received media items to Facebook, Twitter or Youtube.  What’s wrong?
14. Can I use a regular email program to share my Flip videos?
15. Why can’t I view the videos in the Share section on my Flipshare software?
16. I have just uploaded a video in FlipShare.  Why is it not appearing in the All Activities timeline? 
17. How long can I share and store my videos online?
18. Is there a way to store and share my videos online for a longer period?

ORGANIZING AND IMPORTING ISSUES

1. Can I get my videos back if I accidentally delete the DCIM folder on my video camera?
2. How do I continue a file import when it gets interrupted?
3. What should I do if there is insufficient disk space when trying to save videos to my computer?
4. Can I file my videos in albums within the FlipShare Data folder?
5. Why can’t I copy my movies and photos to my Flip Mino with FlipShare?
6. Why can’t I import iPhone movies to FlipShare?
7. Why doesn’t my DVD player play the DVD created with FlipShare and a 3rd party application?
8. Can I retrieve the videos I shared online that have already expired?
9. Can I import my previously shared videos to Givit?

UPGRADE ISSUES

1. Will upgrading my FlipShare affect my media files?
2. Why do I need to upgrade my FlipShare software to its latest version?
3. Why did my FlipShare stop running on my computer and would no longer update?
4. Why did my software upgrade stop downloading?
5. How do I get my video camera to use FlipShare 5.10?

OTHER ISSUES

1. What should I do when I get a Device Removal warning after my Macintosh came out of Sleep mode?
2. Why can’t I see the bottom panel of FlipShare in my netbook?
3. How can I stop iPhoto or iMovie from automatically launching everytime I connect my Flip Mino to my Mac computer?
4. What should I do when FlipShare doesn’t automatically start after plugging my video camera to the computer?
5. I am getting a “An unexpected error occurred.  If this error occurs again, contact technical support.” error message when I use FlipShare.  What should I do?
6. What should I do if my FlipShare software quits unexpectedly every time it starts?
7. Can I still recover any deleted content from my FlipShare.com account?
 


 PLAYBACK ISSUES

1. Why don’t my AVI and MP4 videos play back in Windows Movie Maker 6.0 on my 64-bit XP or Vista systems?

Windows Movie Maker 6.0 is a 64-bit application that requires 64-bit decoding filters.  Currently, 64-bit filters are not yet available.

2. What should I do if I could not hear any audio when playing videos on my Mac computer?

You may have an older version of QuickTime installed on your computer.  To resolve this issue, you may upgrade QuickTime to version 7.5 or above from the Apple website.

3. Why does the playback of the videos taken with an HD Flip video camera appear choppy or jittery?

The issue with your video playback might be due to your computer's configuration.  Check if your computer meets the minimum requirement for HD video cameras, as it is crucial to the performance of the video camera on your computer.  To check if your computer is compatible with your video camera and the minimum system requirements of FlipShare software, click here.

4. Why does the audio play slower than the video when playing videos on my computer?

There are two (2) reasons why the audio plays slower than the video:

• Your computer may not meet the minimum system requirements to run FlipShare.  To verify your computer's compatibility with FlipShare, click here.

• There may be a problem with the Cisco MP4 Codec.  To resolve this issue, you need to reinstall the FlipShare software to reinstall the Cisco codec.  For instructions on how to uninstall and reinstall FlipShare, click here.

5. Why do the colors seem weird when I play my videos in FlipShare?

You may need to update the drivers of your display adapter.

To do this:

Step 1:
Right-click on My Computer and select Properties.

Step 2:
Select the Hardware tab and open the Device Manager.

Step 3:
Expand Display Adapters by clicking on the + mark on the left.

Step 4:
Right-click on your display adapter and choose Update Driver…

If this does not work, go to the website of your display adapter's manufacturer.  Look for any driver updates for this display adapter and update.

6. What should I do when I get a DirectShow error when trying to view my videos on my computer?

This issue is common with older versions of FlipShare.  To resolve this issue, you may need to uninstall FlipShare, 3ivx, Muvee and other codecs that come with the software.  To do this:

Step 1:
Go to Start > Control Panel > Add or Remove Programs.

Step 2:
Uninstall the following programs:

• FlipShare
• 3iVx
• Muvee

NOTE:  The 3ivx codec used by the previous versions of FlipShare is now replaced with Cisco MP4 codec.

7. Why can't I view or save my videos in FlipShare?

This may occur due to the following circumstances:

• Your computer’s specifications might have not met the minimum system requirements to run FlipShare.  To learn how to verify your computer's compatibility with FlipShare, click here.

• If you are importing non-Flip videos and files to FlipShare, your media files may not be recognized by the software.  To learn how to import media files to FlipShare, click here.

• You may have encountered certain errors or glitches while installing FlipShare.  Click here to learn more about these issues and their respective solutions.

NOTE:  For more information regarding the reasons why you cannot view your videos in FlipShare, click here.  For instructions on how to save your videos to your computer using FlipShare, click here.  If you want to know more about FlipShare and its features, click here.

8. My videos do not play back smoothly on my FlipShare software.  What’s wrong?

If your shared videos do not play back smoothly on your FlipShare software, you may have a slow Internet connection.  To resolve this, check your Internet connection and close other running applications that are bandwidth intensive.  You can also restart the video playback. 

EDITING ISSUES

1. Can I undo and go back to the video’s original version after editing a video?

Editing a video in FlipShare creates a brand new video file.  This means that your original video file is not altered.  You cannot undo the changes in your new video file, but you can always return to the original copy, unless you specifically deleted it from your video camera or computer.

2. How do I change the title of the videos in FlipShare?

You can change the title of your video by clicking on the current title and then typing in the new title.  Press [Enter] or click anywhere outside the text box to save the changes.

3. Is there a limit to the number of video clips or snapshots you can combine to create a movie in FlipShare?

There is no limit to the number of the video clips or snapshots you can combine to create a movie in FlipShare, for as long as your computer’s disk space can accommodate the size of the movie you are creating.

SHARING ISSUES

1. Is there another way to email videos other than using the FlipShare program’s Share features?

If you are having trouble emailing videos using the FlipShare program, you can share videos by uploading them to video sharing websites such as AOL Video, MySpace, or YouTube, and use the sharing features on those websites to email links to your family and friends.  For instructions on how to do this, click here.

2. Why is the quality of the videos I email or upload not as good as playing the original videos on my computer?

When you use the FlipShare software Share features, the program first converts each video into a more compact size and format (.wmv on Windows and .mov on Macintosh), making it easier to upload over the Internet, as well as making it more compatible with video streaming and playback technology on websites such as Facebook, MySpace and YouTube.

Large video files in MPEG-4 format cannot be reliably streamed from a website in their original format.  Because quality necessarily decreases when videos are converted and reduced in size, you will see a reduced video quality on any video sharing website than when you view the original videos using your media player program on your computer.

3. Why are the videos uploaded in Facebook only two (2) minutes long?

Facebook limits the amount of storage for accounts where profile user information is not completely filled out.  For you to be able to upload the entire video to your Facebook account, provide all the necessary information of your profile.

NOTE:  Facebook and YouTube have recently increased their storage capacity, so your HD videos will be uploaded in full HD too.

4. Why don't my recently uploaded videos in Facebook appear when I click the FlipShare link?

After completing your video upload in FlipShare, Facebook will need to process your videos for posting.  The length of your video affects the time it would take for your videos to be posted to Your Videos album.

5. What should I do when I receive the error code 7.8 when trying to share my videos through Flip Channel?

This error occurs when your QuickTime version is 7.1.5.  The solution is to update your QuickTime to version 7.6.  Updating will resolve this particular error and allow you to share via Flip Channel.  To download the latest version of QuickTime, click here.

NOTE:  The Flip Channel feature is now referred to as the SHARING feature.  Learn more about this feature by clicking here.

6. Why can’t I view my old content from my new computer and recently-created Flip Channels?

If you recently purchased a new computer, you will have to create new Flip Channels.  Flip Channels that you have saved in your old computer will not be available for viewing.

NOTE:  The Flip Channel feature is now replaced with the SHARING feature.  Clicking on the Flip Channels section will prompt you to upgrade to the latest version.  Learn more about this feature by clicking here.

7. What will happen to my Sent and Received Flip Channels once I have upgraded to a new version of FlipShare?

The channels you have created in the earlier versions of FlipShare will be handled as follows:

• The Received Channels will become posts in the timeline view.
• The recipients of the channels will become a contact group with the Received Channel name as the group name.
Sent Channels will be stored in your local library in a folder marked as “Archive: Sent Flip Channels”.

NOTE:  If you are using FlipShare 5.8, you may get a prompt to upgrade to FlipShare 5.10 when you click a Flip Channel.  If you choose not to upgrade, you will not be able to view or share media items to your existing Flip Channels.

Quick Tip:  The Online Flip Channel feature is only available in the previous versions of FlipShare.  You are strongly advised to upgrade FlipShare to its latest version.  On the latest version of FlipShare, there is a different way of sharing media files.  For an overview of the Sharing feature of FlipShare, click here.

8. I am getting a “Please connect to the Internet” message when I click the Contacts or Inbox button on my FlipShare software.  What’s wrong?

You may receive this message when Flipshare cannot connect to FlipShare.com due to lost Internet connection.  To resolve this, try re-establishing your Internet connection.  You will then receive a “Sign in to FlipShare” message.  Click the Sign In button to reconnect to FlipShare.com.

If you are still receiving the “Sign in to FlipShare” message after restoring the Internet connection, click a local folder from the FlipShare navigation pane then click Inbox or Contacts again to refresh the workspace.

9. I have received a video from my contact but I cannot view it from my FlipShare program.  I can only view it from my web browser.  What’s wrong?

The sender might be using an older version of FlipShare.  Videos shared to users with a recent version of FlipShare from an older version of FlipShare can only be viewed from the recipient’s web browser in FlipShare.com and are not available in their FlipShare Inbox or All Activities folder.

10. Why can’t I download or reshare the videos I have received from FlipShare?

If you are using an older version of FlipShare, you cannot download or reshare the videos you have received from FlipShare.  You will only be able to view the emailed videos from the link provided in the email sent by FlipShare.

If you are using an older version of FlipShare to send videos through email, you also won’t be able to allow the recipient to reshare or download the emailed videos.

11. Why can’t I reshare a greeting card or a video I have received along with some other videos from my library?

You cannot combine local videos with shared content or media items that you have received in the same email message.

You may need to send the reshared media items and videos from your local library separately.

12. Why can’t I share videos to a group and an additional email address in the same email?

If you are using the To Group option to share a video, you cannot add individual email addresses to the To: field since it only displays groups saved in the Contacts list.

To share a video to a FlipShare group and an additional email address, use the Email feature of your FlipShare software.

NOTE:  To learn how to share media items through the Email feature, click here.

13. I cannot re-share my received media items to Facebook, Twitter or Youtube.  What’s wrong?

Re-sharing received media items to Facebook, Twitter or Youtube is only available on your FlipShare.com account.  You can only share your received media items on your FlipShare software via the Email, Greeting Card and Group Sharing features.

14. Can I use a regular email program to share my Flip videos?

It is not recommended that you email videos using a regular email program to browse and attach your original video files.  Email attachments exceeding a file size of 5 MB are not reliably delivered by most email systems, and recipients of your original unconverted videos may not be able to view them without first installing video compatibility software (e.g. the 3ivx MPEG-4 5.0.x Decoder).

15. Why can’t I view the videos in the Share section on my Flipshare software?

The new version of FlipShare requires Adobe Flash Player v. 10.1 or higher versions in order for you to view the videos on your FlipShare timeline in the SHARE section.

NOTE:  To learn how download and install the latest version of Adobe Flash Player to a Windows computer, click here.  To learn how to download and latest version of Adobe Flash Player to a Macintosh computer, click here.

16. I have just uploaded a video in FlipShare.  Why is it not appearing in the All Activities timeline?

The timeline doesn’t refresh immediately once the upload or sharing process is done.  To refresh the All Activities timeline, click on your local library folders then click All Activities to force the display to refresh.

You can also try to log out then re-log in to your FlipShare account to refresh the timeline.

17. How long can I share and store my videos online?

Videos shared through email or FlipShare groups will only be available online for viewing and downloading for 30 days after being sent starting March 15, 2012.

18. Is there a way to store and share my videos online for a longer period?

Yes.  You can store and share your videos online for a longer period through Givit, an alternative service to FlipShare.  To learn more about this service, click here.

 ORGANIZING AND IMPORTING ISSUES

1. Can I get my videos back if I accidentally delete the DCIM folder on my video camera?

No, unfortunately, once you delete videos from your video camera, they cannot be retrieved.  The media files will be permanently erased from the video camera's memory.  A new DCIM folder will automatically be created once you start recording new videos.

NOTE:   It is not recommended that you email videos using a regular email program to browse and attach your original video files. Email attachments exceeding a file size of 5 MB are not reliably delivered by most email systems, and recipients of your original unconverted videos may not be able to view them without first installing video compatibility software (e.g. the 3ivx MPEG-4 5.0.x Decoder).

2. How do I continue a file import when it gets interrupted?

If an import process is interrupted for any reason (for example, importing files from an external drive and the drive is inadvertently unplugged or a network connection is lost), a message will appear informing you that the files could not be found.  You can reconnect the external device or re-establish network connectivity and click Retry Import.

3. What should I do if there is insufficient disk space when trying to save videos to my computer?

If there is not enough room on the drive where you want to import your Flip video camera videos to, a pop-up message will appear informing you that there is insufficient disk space, and indicating how much additional space you will need to perform the import.  To free up space on your drive, do the following:

Step 1:
On the pop-up message, click Select to open up a browser window.

Step 2:
Choose files to delete.

Step 3:
Once you’ve met the required sufficient space, go back to the pop-up message and click Retry Import.

4. Can I file my videos in albums within the FlipShare Data folder?

Yes, you can manually create albums within the FlipShare Data folder, but it is advised that you create only main albums to store your Flip videos and snapshots.  Do not create sub-folders within the albums.  Likewise, it is strongly recommended that you use FlipShare to create albums and save videos.

NOTE:  The FlipShare Data folder can be found in My Documents > My Videos (Windows) or in the user’s Movies folder (Mac).

5. Why can’t I copy my movies and photos to my Flip Mino with FlipShare?

Standard definition video cameras like Flip Mino can only support and recognize .avi video files, so you cannot copy the movies and snapshots that you created by FlipShare.  You can only save raw videos with an .avi extension back to your Flip Mino video cameras.

6. Why can’t I import iPhone movies to FlipShare?

iPhone uses a variable frame rate in movies which is not compatible with FlipShare at this time.  You can, however, use iMovie or Windows Movie Maker to export their videos to QuickTime to be able to import them to FlipShare.

7. Why doesn’t my DVD player play the DVD created with FlipShare and a 3rd party application?

Older DVD players may not be capable of playing back movies burned in a DVD-R, DVD+R or DVD+R/DL disc.  

NOTE:  To know more issues with the DVD created with FlipShare and a writer/burner in your computer, click here.  To know how to prepare your videos and snapshots for DVD creation, click here

8. Can I retrieve the videos I shared online that have already expired?

No.  You cannot retrieve the videos you shared online if they have already expired.  However, the original videos that you have stored on your computer will not be affected and you can still use FlipShare to re-share these videos, as well as allowing your friends and family to download them for permanent storage at any point in 30 days.

9. Can I import my previously shared videos to Givit?

Yes.  To learn how to import your videos to Givit, click here.

UPGRADE ISSUES

1. Will upgrading my FlipShare affect my media files?

Upgrading your FlipShare will not affect your Flip media items.  You will only lose your Flip videos and other items if you uninstall your FlipShare software.

2. Why do I need to upgrade my FlipShare software to its latest version?

Upgrading FlipShare to its latest version will assure you of a more convenient and enjoyable experience in using the program as bugs and other errors encountered in the previous versions have already been fixed.  For further information regarding FlipShare upgrades, click here.

3. Why did my FlipShare stop running on my computer and would no longer update?

There may be problems with the installation of FlipShare on your computer.  To resolve this, do the following steps:

Step 1:
Save your FlipShare Data folder to a different location in your computer.  To learn how, click here.

Step 2:
Uninstall FlipShare.  To learn how to uninstall FlipShare from your computer, click here.

NOTE:  In the latest version of FlipShare, a new Cisco MP4 Codec now replaces the 3ivx codec.  For a better video playback, you need to remove the 3ivx codec that you were using before from your computer and reinstall the FlipShare application.  To learn how to uninstall the 3ivx codec, click here.

Step 3:
Install FlipShare from the video camera.  To learn how, click here.

Step 4:
Import your FlipShare files back to the software.  To learn how, click here.

Your FlipShare should now be running and downloading the latest update.

NOTE:  If you already own the latest version of FlipShare and receive an error message when it downloads updates, it is because there may not be any available updates yet from the Flip Video website.  If you are still having problems with the FlipShare software, repeat Steps 1-2 then download and install the latest version of FlipShare.  For the latest version of FlipShare, click here.

4. Why did my software upgrade stop downloading?

Your software upgrade may stop working if your computer went on Sleep mode or the Internet connection has been cut off.
If you’re updating your FlipShare program, make sure that while the upgrade is in progress:

• Your computer is powered ON and will not Hibernate or go on Sleep mode.  To learn how to configure sleep time, click here.

• You have an active Internet connection.

If the above criteria are met, you should be able to successfully complete the upgrade.

5. How do I get my video camera to use FlipShare 5.10?

FlipShare 5.7 and newer versions of FlipShare has an automatic upgrade feature.  However, the auto-upgrade feature works only if the Flip Video Camera has FlipShare 5.7 or newer versions of FlipShare built into it.

NOTE:  To learn more about FlipShare software versions, click here.  To learn how to upgrade your FlipShare software, click here.

OTHER ISSUES

1. What should I do when I get a Device Removal warning after my Macintosh came out of Sleep mode?

The laptop normally powers down to preserve battery life.  If your Macintosh computer goes on Sleep mode while your Flip video camera is still connected to your computer, the power supplied to your video camera may be lost.  When you receive a Device Removal message, just safely remove your Flip from your computer’s USB port and reconnect after five (5) seconds.  Flip's connection to your computer will be restored.

2. Why can’t I see the bottom panel of FlipShare in my netbook?

FlipShare is designed for use with a minimum desktop resolution setting of 1024x768.  The aspect ratio and resolution of some netbooks do not support this desktop setting.  As a result, many of the functions of FlipShare cannot be used because some navigation buttons are off-screen and not accessible.

3. How can I stop iPhoto or iMovie from automatically launching everytime I connect my Flip Mino to my Mac computer?

Step 1:
Make sure no cameras are connected to your computer.

Step 2:
Open Image Capture in your Applications folder.

Step 3:
Go to Image Capture > Preferences.  Ignore the No Image Capture Device is Connected message.

Step 4:
Click on General at the top of the Preferences window and select an application from the pop-up menu.

NOTE:  If you do not want any application to launch once you plug-in your Flip video camera, select No Application.

4. What should I do when FlipShare doesn’t automatically start after plugging my video camera to the computer?

If you have not yet installed the FlipShare software in your computer, it is most likely that the program will not be automatically launched once you plug in your video camera.  You may install FlipShare using your video camera.  For instructions on how to install FlipShare using your video camera, click here.

Step 1:
Download and install the latest version of FlipShare.  Once the download is initiated, you will be asked to either Run or Save the file.  Select Run to start downloading the file.  Once done, you will be prompted to run the installation file.  Click Run to initiate the installation process.

NOTE:  To download the latest version of FlipShare, click here.

Step 2:
After installing FlipShare, launch the application.

Step 3:
Safely remove the video camera from the computer and power the video camera ON and OFF.  To learn how to safely eject the video camera from the computer, click here.

Step 4:
Reconnect your video camera to your computer and run FlipShare.

NOTE:  If you have Flip videos stored on your computer, you can import them back to FlipShare.  To learn how, click here.

5. I am getting a “An unexpected error occurred.  If this error occurs again, contact technical support.” error message when I use FlipShare.  What should I do?

This may occur due to the following reasons:

• Your computer may be running different applications at the same time as when you are using the FlipShare software.  This might slow down FlipShare and cause it to crash.  To resolve this, you may need to close the other programs.

• Your computer may not have enough memory to run the processes in FlipShare.  To increase the memory of you computer, you may need to empty the Recycle Bin, if you are using a Windows computer, or the Trash Can, if you are using a Mac computer.

• The FlipShare software may not be properly installed on your computer.  You may need to uninstall and reinstall FlipShare on your computer.  To learn how to uninstall FlipShare from your computer, click here.  To learn how to reinstall FlipShare on your computer, click here.

NOTE:  If you are uninstalling FlipShare and reinstalling a new version on your computer, you may also need to uninstall the 3ivx codec before installing a new version of FlipShare. 

6. What should I do if my FlipShare software quits unexpectedly every time it starts?

Step 1:
Backup your Flip videos.  To learn how to backup your videos, click here.

Step 2:
Uninstall FlipShare.  To learn how, click here.

NOTE:  If you’re using an older software version of FlipShare, uninstall any mention of the 3ivx codec.

Step 3:
Download the latest software version of FlipShare and reinstall the FlipShare application.  To download the latest version of FlipShare, click here.

7. Can I still recover any deleted content from my FlipShare.com account?

No.  Once you have decided to delete any content on your FlipShare.com account, these cannot be recovered.  It is highly recommended not to delete your videos if you wish to use them some other time.