Overview

On Jive Cloud, you may encounter an issue where upon uploading 1920x1080p Full HD videos, the videos are only available to view in 480p resolution. If you play the video in full-screen mode, it may be blurry. This problem affects some videos and not all.

Prerequisites

The affected videos should originally be of 1920x1080p resolution.

This affects Jive Cloud instances.

Solution

This is a known issue with Jive Cloud. It has been fixed in release 3006.8. If your instance is yet to be updated to the latest version of Jive Cloud, you can contact us.

<supportagent> See Jira JVCLD 122249. See Troubleshooting Article. </supportagent>

In the meanwhile you can apply the below workaround:

1. Download the Video from Jive using API
   1. Append /api/v3 at the end of the video URL. 
   2. If the video URL is https://connect.customer.com/videos/29314/
   3. Then the API URL will be: https://connect.customer.com/videos/29314/api/v3
   4. Run the above in the browser
   5. This will return information about the video, including its playerBaseURL, like below:
      1. "playerBaseURL" : "https://jive-video.s3.eu-west-1.amazonaws.com/video-uploads/xxxxxxxx-yyyy-zzzz-bc46-5ebf2229a14c/29314/v2/78AAAAA-8a05-4c9d-83fe-b7ca48f7d0e3/11111.mp4?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20201127T233306Z&X-Amz-SignedHeaders=host&X-Amz-Expires=44444&X-Amz-Credential=XXXXXXXZUXPN4X2YOZIP%2F20201127%2Feu-west-1%2Fs3%2Faws4_request&X-Amz-Signature=666664adfcff6b7e6313af566664e4688c21808922b8087dacbd270fb04d7629"
   6. Run this playerBaseURL in the browser, and download the video.
2. Reupload the video

Testing

The video should be available to play at both 720p and 1080p resolutions.