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Frequently Asked Questions: Technical & Media Formats

 

Technical and Media Formats

 

I need technical help, who do I contact?

Sorry you are experiencing a technical issue, but we are here to help. You can either email us your issue, fill out the contact form, or call us at 615-724-1502 and ask for TripleWide Media support.

 

What codec/formats are the video files in?
All motion, footage, and countdown files are MOV files with .H264 codes, key frame 5, at 29.97 FPS.

 

What codec/formats are the still images in?

All still images are JPEG files with 72 DPI resolution.

 

After downloading my media, my computer/hard drive crashed. How do I go about downloading my media again?
If you are having issues, as a producer, uploading new media, we recommend you check your internet connection (if you are on wireless, please plug into your router for better results). After you have checked your internet connection, please try and upload the file again.

If you are still having issues after checking your internet connection, please try exporting the file again from your compressor or video exporting software. The site requires very specific codecs and exporting conditions and re-exporting your media may fix that issue.

Of course if both of these don’t help you, please feel free to contact us and we will do our best to provide a way to help get your media on the site. We apologize in advance for your troubles and time.

 

What is the license agreement for the media I have purchased?

Still Images must have single, double and triple wide resolutions in order to be uploaded. All files must be JPEG format with 72 dots per inch (dpi). SD Single wide images must be 800×600, SD double wide images must be 1600×600 and SD triple wide images must be 2400×600.

Motions must have single, double and triple wide resolutions in order to be uploaded. All files must be Quicktime (.mov) format with h.264 codec and key frames every 5 frames. Each single wide motion must be 640×480, double wide motions must be 1280×480, and triple wide motions must be 1920×480.

Footage video clips must have single, double and triple wide resolutions in order to be uploaded. All files must be Quicktime (.mov) format with h.264 codec and key frames every 5 frames. Each single wide footage clip must be 640×480, double wide footage clips must be 1280×480 and triple wide footage clips must be 1920×480.

Countdowns must have single, double and triple wide resolutions in order to be uploaded. All files must be Quicktime (.mov) format with h.264 codec and key frames every 5 frames. Each single wide countdown must be 640×480, double wide countdowns must be 1280×480 and triple wide countdowns must be 1920×480.

HD Formats must have single, double and triple wide resolutions in order to be uploaded. Each piece of content (motion, footage, stills, or countdowns) must follow all format standards listed above. Any product can be upgraded to HD with the following file sizes: HD single wide (1280*720); HD double wide (2560*720); HD triple wide (3840*720)

Enhanced Products (e+) every product can be enhanced. Each piece of content (motion, footage, stills, or countdowns) must follow all format standards listed above. Any product with the Enhanced (e+) designation must follow the following standards: SD only products – enhanced file – 1280*720 file; enhanced HD products – 1920*1080 file. Please note: no HD product with only the 1280*720 file will be considered enhanced for the SD version of that product.

 

What’s the difference between single, double and triple wide resolutions?

Check out the following blog posts on the different sizes and usages:

I cannot view any of the video previews on the site. Is this an issue with my computer?

Many times a simple Adobe Flash Player update will fix this issue. If you update your flash player and still experience an issue, please email us for additional support.

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