Business, Technology and Society

Kickstarter Tech Support

3 Comments

Rand Simberg

May 30, 4:46 PM

I tried to upload my video. It is an MP4, H.264, resolution 640×480, size of 23.5 Mb. When I upload, it says there is an “error,” but that’s the only information I get, so it’s hard to figure out what the problem is.

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Hi Rand,

Travis here with Kickstarter support—thanks for writing in. Sorry that you’re having trouble uploading your video.

Please double-check to make sure that your video meets these requirements:

Size: Project videos need to be 5GB or less. Video in updates can be up to 250MB.

File Format: We accept most major video formats but for best results upload one of our recommended file types: MOV, MP4 or WMV.
Tip: Converting your file into another file format may resolve playback issues.

Resolution: We take the video file you upload and create a 640×480 (4:3 ratio) version to display on your project page.

Compression: We accept most major video codecs, but for best results we recommend using WMV format in Windows and H.264 format on Mac. In both cases, the key variable is the “bit rate,” so look for that measurement. If it’s measured in kilobits per second (kbps), try 1500 to start. If it’s measured in megabits per second (Mbps), try 1.5. If the file is too big: Make that number smaller. If the quality seems bad: Make it bigger.

If all of this checks out and you’re still having trouble, please send me a screenshot or further details on what you’re seeing from your end. I hope this helps!

Best,
Travis

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This response is utterly useless. It contains no information that is not already on the web site (in fact, it looks like it was simply pasted from it). Did you even read what I wrote?

3 thoughts on “Kickstarter Tech Support”

  1. You got the video file somewhere I can download from so I can check it out? It could be a problem with headers or something with the encoding.

  2. It’s probably a good idea to upload the video using Google Chrome because I read their site uses the Flash plugin to handle video.

  3. No, they didn’t read what you wrote, because most first level tech support is handling people who didn’t read the website. I don’t know for a fact that they’re using keyword matching to send out FAQ answers, but it’s something like that.

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