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Question

Video responses not working

  • May 19, 2025
  • 1 reply
  • 17 views

Kirsten Welles

 

Hello support,
We have contacted support for 4 days ago but we have not heard back. We are writing to ask for support with the following;  After building and sending out our VideoAsk we have discovered that individuals are having issue recording a video on the phone — the prompts are all in place and active including the phone’s permission for camera use, unfortunately what happens is the result is the video portion is frozen or lagging — this has happened multiple times with Iphone 15, IPhone 15 Pro and there have been some results with an iPhone 15 Pro that have worked — so this issue is not consistent.

We have tried the following when trying to resolve issue:

1. Disabled pop-ups 
2. Tried different recording speeds in settings.

Nothing has worked to resolve issue.  There does not seem to be any issue recording from a computer, however, we would like people to  have the option to record directly from their phones.

We hope we can get assistance in resolving this matter.

Thanks,
Kirsten

Grace
Community Team
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  • Community Advocate
  • May 20, 2025

Hi ​@Kirsten Welles thanks so much for getting in touch, and apologies for the delay from the support team, I will follow up with them to confirm they’ve received your message.

There is currently a bug with video responses being corrupted, it’s a top priority for our developers and they’re working on a fix at the moment. I’m following the issue, so as soon as I have an update I will drop it here, and keep an eye on your inbox for a reply from our support team too! 


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