Problems and fixes
What to do when something doesn't work.
If your problem isn't here, use Contact us in the app's sidebar and tell us which match it's about.
Uploading
This video is HEVC, which this browser can't play
Recent iPhones record in HEVC (H.265), which some browsers can't play.
- Use Chrome or Edge on a Mac or on Windows.
- Or convert the file to H.264.
- For next time, on your iPhone, go to Settings → Camera → Formats and choose Most Compatible.
This window doesn't have room to keep the editing copy
There's not enough room for the 720p copy. Safari and Firefox word it differently: "This window can keep about … on your computer". Use a normal window, not a private (incognito) one, or free up space on your computer.
This file isn't a video we can read
The file may be damaged, or may not be a video. Try opening it in a video player first, then try again.
The upload started again from 0
The page was reloaded or closed while your computer was preparing the video. Keep the page open this time.
The editing copy isn't finished
The upload stopped because the original file was closed. Press the Open button with your file's name on the banner, and pick the same file.
"That isn't …: pick the file this match was made from"
You picked a different file. Pick the exact video you uploaded for this match.
Finding the rallies
If OrcaEye can't find the rallies, you can still cut the match by hand. See which cases give your hours back.
We couldn't find the court
Automatic rallies need one fixed camera that shows the whole court. See Film your match.
The camera was moving, or showed something else
For most of the video, the camera was moving or filming something other than the court.
A lens too wide
The video was filmed with an extreme fisheye. Try again is offered in case we can handle it by now.
We didn't find any rallies
Check that the video shows the whole court from a fixed spot. If it does, tell us with Contact us.
Finding the rallies didn't work, stopped or couldn't start
Press Try again. If it says our servers were too busy, wait a few minutes first.
We skipped 12 min of this video
This isn't an error. OrcaEye leaves out replays, close-ups and times when the camera was moving. If a real point is missing, add it.
It's taking a long time
In the queue means our servers are busy, and your video starts on its own. If it can't start, the page tells you and you can try again.
Some rallies are wrong or missing
That's normal, which is why you review them. See Review and score.
Editing
This match is open in another tab, so this one is view-only
You can only edit a match in one tab at a time. Press Edit here instead to edit in this tab.
"Offline: changes are kept on this computer"
Your internet connection dropped. Your changes save when it comes back.
"A new version of the app is ready"
Reload when you can. Your changes are kept.
Exporting
My export looks blurry
Open your original file and export again.
The export stopped
The tab probably closed or the computer went to sleep. The part made so far is lost, so export again.
Chrome asks to allow several downloads
Say Allow. Several highlights too big for one zip (over 4 GB) download as separate files.
I can't find my video
Look in your Downloads folder. OrcaEye doesn't keep exported videos, but you can export again at any time.