Hi there, I've tried saving my first videoscribe online but it comes up as saying that it has not saved online and to check my internet connection. I checked the connection. I have perfectly good connection. So, I tried to save a second and third time and both times it has said that a copy of my scribe already exists online and would I like to overwrite it. So I'm a bit confused as to why the internet connection message keeps popping up and why it says that a copy of my scribe already exists online if it has failed to save online.. any idea what might be going on here?
Thanks
Jake
1 person has this question
Matthew Cook
On
Mon, 16 Jan, 2017 at 2:04 PM
Sorry you have this issue.
I have checked there does not seem to be an issue with uploading scribe files to the cloud directory.
I have some suggestions for you to try to see if we can get this resolved for you.
Reset your router - Please try resetting your router by power cycling it (turn it off for 30 seconds). Once done please attempt to save online again
Check your network permissions - Confirm that there is no an upload/download limit on your network. If you're in an office, you may need to speak to the network administrators
If in an office check that the network is set up to allow uploads to Sparkol's cloud services - We have an Instant Answer that will assist your network admins - Download VideoScribe in my place of work or school
Check with your ISP to see if there are any issues
Try using an ethernet connection - If using wifi, try a wired connection instead
Save your work, shut down VideoScribe and restart your computer
Create a short test scribe with just a single library image and save it to the cloud - This will let us know if the service is working correctly
If all these points have been checked and the small test scribe works, it may be down to the connection not being stable enough or an issue with the Wi-fi connection.
We have tested this previously and confirmed the issue was resolved using an ethernet connection instead of wifi.
J
John Wright
On
Sat, 11 Nov, 2017 at 6:41 PM
I did all of the necessary steps, still can not save online.
Matthew Cook
On
Wed, 15 Nov, 2017 at 11:24 AM
In some instances a message can appear, when trying to save a scribe to your online directory, that the save was not successful. However on occasion, it can turn out there was an error with the save and although the name of the scribe can appear in your online directory, it either is corrupted, or blank. This happens on rare occasions and is something we are investigating and working on a fix for.
This is why you can sometimes see a message that says the scribe already exists. If you do, it is OK to overwrite the file. Once you have confirmation that the scribe has been saved, check that the save was successful by loading the scribe from your cloud directory while still on the same computer. If it loads, you should be able to load that scribe when logged into VideoScribe on other computers and devices.
M
Michael Collins
On
Sun, 11 Feb, 2018 at 6:34 PM
Hi- I am having the same issue. I really need to save online so I can continue working on the scribe at work.
M
Mike Metcalf
On
Sun, 11 Feb, 2018 at 8:11 PM
if its the exact same problem with the same error message, i probably can't help you but if its just a similar/slightly different problem please describe the problem in detail and list what steps you have tried to resolve it.
-Mike (videoscribe user)
M
Michael Collins
On
Tue, 6 Mar, 2018 at 1:00 PM
Just an FYI if other people are having the same problem, on my end I am only experiencing trouble saving online when I'm using my MAC.
E
Eric Hol
On
Sun, 24 Jun, 2018 at 12:01 PM
same here, problem exists in MacOS. the program thinks it has no internet connection, but everything works fine. reading through this thread which origins from 2017, it looks like there is little appetite to get it resolved.
Its quite a nuisance, as this doesnt allow me to work on my Mac, and continue use on my ipad when on the road.
M
Mike Metcalf
On
Sun, 24 Jun, 2018 at 4:27 PM
(My last reply seems to have fallen into reply limbo, so this may end up being a duplicate post)
I've read a few articles about mac users getting a "not connected to internet" error message in firefox, safari or other programs, while at the same time their email app and other apps are connecting successfully.
For those users, the problem was resolved by following some steps to "repair disk permissions". Maybe it is worth a try. (instructions vary for different OS versions) (I am not an apple expert so use you own judgement when attempting any types of troubleshooting).
1 person has this question
Sorry you have this issue.
I have checked there does not seem to be an issue with uploading scribe files to the cloud directory.
I have some suggestions for you to try to see if we can get this resolved for you.
If all these points have been checked and the small test scribe works, it may be down to the connection not being stable enough or an issue with the Wi-fi connection.
We have tested this previously and confirmed the issue was resolved using an ethernet connection instead of wifi.
I did all of the necessary steps, still can not save online.
In some instances a message can appear, when trying to save a scribe to your online directory, that the save was not successful. However on occasion, it can turn out there was an error with the save and although the name of the scribe can appear in your online directory, it either is corrupted, or blank. This happens on rare occasions and is something we are investigating and working on a fix for.
This is why you can sometimes see a message that says the scribe already exists. If you do, it is OK to overwrite the file. Once you have confirmation that the scribe has been saved, check that the save was successful by loading the scribe from your cloud directory while still on the same computer. If it loads, you should be able to load that scribe when logged into VideoScribe on other computers and devices.
Hi- I am having the same issue. I really need to save online so I can continue working on the scribe at work.
-Mike (videoscribe user)
Just an FYI if other people are having the same problem, on my end I am only experiencing trouble saving online when I'm using my MAC.
same here, problem exists in MacOS. the program thinks it has no internet connection, but everything works fine. reading through this thread which origins from 2017, it looks like there is little appetite to get it resolved.
Its quite a nuisance, as this doesnt allow me to work on my Mac, and continue use on my ipad when on the road.
(My last reply seems to have fallen into reply limbo, so this may end up being a duplicate post)
I've read a few articles about mac users getting a "not connected to internet" error message in firefox, safari or other programs, while at the same time their email app and other apps are connecting successfully.
For those users, the problem was resolved by following some steps to "repair disk permissions". Maybe it is worth a try. (instructions vary for different OS versions) (I am not an apple expert so use you own judgement when attempting any types of troubleshooting).
related links for "repair permissions":
2017: https://support.apple.com/en-us/HT203538
2016: https://support.apple.com/en-us/ht201560
2013: https://discussions.apple.com/thread/5461949
2010: https://discussions.apple.com/thread/2650264
Also, Norton antivirus is apparently known to prevent various apps from accessing the internet:
https://community.norton.com/en/forums/mac-os-10124-cant-connect-many-apps-internet
-Mike (videoscribe user)