Issues downloading sessions

I have checked the ticket status and the cause is currently still under investigation. 

Hi Eric,

Any change? No change here, still having problems preparing downloads, it's hit or miss but 90% it doesn't work

I have tried it on my Mac & my Windows 11 PC, reset my router, etc. I have also tried it on a computer at a different location. It's on their end. The tech I talked with yesterday looked at some of my past cases and they were all closed without them doing anything on their end. It just resolved itself somehow. I'll post again if they get back in contact with me, they asked me for the HAR logs and a screen recording this morning.

Thank you for adding to the discussion. We cannot be the only ones.

What was really weird, was support saying try different browsers and wanting HAR logs. Just to humor them, I did try different client machines on different networks, different ISPs, different browsers.

Wouldn't all that be server side, anyway? It's like they thought the issue was the actual download of the video!

Same problem here, no patterns like Eric said, however, I call tech support, I get a case number, they escalate and after a few days it starts working again. I close the case and after a few weeks, a month or so, it happens again. Always at the worst time when I'm trying to get things done. I reported again yesterday and referred this thread to tech support, they are looking into it.

Thank you, Glenn. 

I tried some test today. It seemed like it was after multiple requests, it would stop working for any (for the day). 

One session (00:41:04 in length) that failed yesterday (multiple times) was successful today. Another session (00:15:11 in length) didn't though. 

Tried another that I haven't yet tried (1:51:13 in length) and it has been "preparing download for about 45 minutes. I am pretty sure that one will eventually fail. 

The "preparing download" has always been a slow process, but doesn't seem to be related to session length. Sometimes longer ones prepare fairly quickly and a short one will take a long time.

Hi EricLunceford, welcome to the community.

I apologize for the frustration. The issue is already escalated to our developers and I am now following the ticket so I can track its progress. 

Oh, and the performance of this feature has always been a pain with how long it takes to "preparing download". Now when they fail, it is even a bigger pain.