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  • iPlayerHD

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Support

How do I prepare my videos for upload?

  • Render your videos in their native resolution and framerate at 5000 kbps (5 mbps) as H264 (the codec) and as MP4 (the container). We accept just about any format but this recommendation is the optimum configuration.

What is the maximum size of a video I may upload?

  • Free users - 5 GB source file size.
  • Premium users - up to 50 GB file size.

May I leave the page while uploading?

  • Stay on the page until you see "processing". You may then upload another video or leave the page.

When I upload a video, is it automatically added to the player?

  • Yes. Once the video has uploaded and has completed processing, you will see the player refresh and your video will appear.

I see a column in my Library called "type". What is this?

  • There are three types. Video, image and other. If you have uploaded a bad file or a file we cannot render, it will show as other. You cannot add a "other" file type to your player. If you see this type, email wixsupport@iplayerhd.com immediately for support.

How do I add the app to more than one page?

  • Wix requires you to go to the App Market to add an app to a page. To save time, search for iPlayerHD. It will appear instantly. You may then add it to any page you want.
  • If you are a freemium user, every app you add to your pages will include in your Library the one video you are allowed. It will be the same video you uploaded. You can delete it and add a new video but remember this will replace all your app videos to the new one.
  • If you are a premium user, all of your videos are found in your Library. Each time you add the iPlayerHD app to a new page, your Library will contain all of your videos. From your Library you may click the + icon to the right of the video name to add it to the player on that page.

May I add the iPlayerHD app multiple times to the same page?

  • Yes.  There is no limit. Open the settings panel for each iPlayerHD app instance by clicking on the app/player and going to the Library to add a video or upload a video.

How do I open the iPlayerHD settings panel?

  • Click on the player and a settings button should appear near or on the player. Right click over the player has the same effect. Click on settings to open the settings window.

There are eight settings windows in my settings window. What are they?

  • Library - upload your images and videos here. Also add your videos to your player here. Delete a video or image here and it’s gone forever. Be careful
  • Videos – this where all of the videos in the player associated with this settings window are found. You may edit them here – name, image or you may remove them from the player. Removing here does not delete the video from your account Library. It only removes it from the current player.
  • Player – Manage all of the available player features here.
  • Playlist Settings – Manage all of the playlist features here.
  • Email Capture – set up and manage email capture features here.
  • Statistics – get your analytical data here all the way down to the geo and IP address data of the folks watching your videos.
  • Storage and Bandwidth – see how much storage and bandwidth you have uses and how much is available.
  • Support Tutorials and Faqs

If I remove a video from my Videos window, does that delete the video from my account?

  • That action removes the video from the current player only. To delete a video, you must go to your Library.

How do I manually add a video to my player?

  • Simply click on the + icon to the right of the video name in your Library.

How do I reorder the videos in my playlist?

  • In the Videos tab of the settings window, click the up arrow keys to reorder your playlist videos.

My video will not play while in the edit mode. What am I doing wrong?

  • You are doing nothing wrong. Wix offers a preview option in the navigation bar at the top of your edit page. Click on that to watch your video and observe its features.

May I use my own images for the poster image in the player?

  • You may upload your own images or you may use our image grabber which allows you to watch your video and grab the image you want to use.

Freemium Features

  • One video limit
  • 5 GB maximum upload file size
  • 1 GB of monthly bandwidth
  • HD delivery to all devices
  • Custom sizing of your player
  • Custom image uploading
  • Grab image from video
  • Auto start videos
  • Passwords
  • Social sharing
  • Show control bar options
  • Video analytics
  • iPlayerHD branding in player
  • No limit on the length of the video so long as the file is 500 MB or less

Premium Features

  • All free features as listed above
  • As many as 100 videos may be uploaded
  • 50 GB maximum upload file size
  • Unlimited video length
  • 100 GB of monthly bandwidth
  • FrameCatch™
  • Video Looping
  • Download link enables viewers (if turned on) to download video
  • Display video as a popover lightbox
  • Control bar customization – change the colors of various elements.
  • Playlists – add one or more videos to a playlist
  • Email Capture
  • iPlayerHD branding is removed from player

Under Player Settings, I see something called “Auto Resize” and it is set to 16:9.  What it is this?

  • This is a tool that simplifies the sizing of your player while in the edit mode. It has no effect on visitors to your site. The default setting means that when you grab the corner of the player to resize it, when you let go, the player will slightly adjust the player resolution to be sure it conforms to 16:9 or 4:3. Most videos are 16:9 and a few are 4:3. Switch to 4:3 if yours is that resolution. If your video is neither 16:9 nor 4:3, turn the feature off so you have complete control over the shape of your video.

How do I set up my player for mobile?

  • Wix offers a mobile edit tool in the navigation bar of the page you are editing. Switch to mobile view to see how your iPlayerHD player responds to mobile. If you have a right side playlist chosen for your desktop view, this will automatically be converted to a bottom playlist for mobile. Right-side playlists do not function well on mobile screens so we have disabled them.

How do I resize the player?

  • The auto resizer will guarantee the final resolution of the player matches your video so there should be no black bars in your player when you have completed the manually resizing – unless you have black bars in the video itself which will always remain.
  • Click on the player which will activate the corner grab thingies. Grab the bottom right corner with your mouse and stretch the player to fit your space.

What is the difference between your Wix App and the product at www.iplayerhd.com?

  • The app is integrated into the Wix site building platform and is the simplest method for placing video on your Wix pages. You may create an account at www.iplayerhd.com and embed those videos onto your Wix pages using the free Wix iframe app (search for iframe in the Wix App Market). However, the videos found at your iPlayerHD Wix app and at your iPlayerHD account are not interchangeable and are completely separate. While the product at iPlayerHD has many more features than the iPlayerHD Wix app, in most cases, the iPlayerHD Wix app is more than sufficient.

Why pay for video when I can embed YouTube for free?

  • YouTube often places ads in videos that distract your site visitors.
  • YouTube always places their logo in every video and a simple click moves your hard-earned site traffic away from your site to a YouTube page.
  • iPlayerHD will always deliver a higher quality video than YouTube.
  • iPlayerHD will provide live support. YouTube offers no support.

What happens when I use all of my bandwidth?

  • We will send you an email when you have used 75% and 90% of your allowance so you have time to reach out to us for more bandwidth. We charge $.15 per GB above the 100 GB included in the Premium monthly plan. However, exceeding 100 GB in a month is extremely rare and we keep a close watch on every account to keep your videos playing.
  • Free users need to upgrade to Premium once they exceed their 1 GB monthly allowance.
  • Bandwidth resets to zero at midnight UTC on the first day of every month.

I received an email titled "Processing Incomplete". What does this mean?
 

  • Occasionally, a file is uploaded that we cannot optimize. It's rare but it does happen. Certain files types, for example, "Pro Res" are not ready for encoding and need to be rendered further by the video edit system.  
     
  • We suggest you go to your Library and click the red x to the right of processing - if you receive this email, your video will be stuck in processing forever. Clicking the red x will delete it. Try to upload a second time. If the same email occurs, then reply to the email requesting support.
     

Is it easy to cancel?

  • You may cancel at any time. Wix collects all subscription fees so you need to go to your Account Manage and locate Manage Subscriptions where in one simple click, your billing is cancelled.

Is there any iPlayerHD branding in my player?

  • Free users will see the iPlayerHD logo discreetly in their videos. This is removed for premium users.