On occasion, it is possible for the automatic synchronisation process between the ClickView Publisher and ClickView Online to prevent videos from being automatically added or displayed to your ClickView Online Library.
Please verify that all your ClickView Publisher instances are running the latest version (18.104.22.168) that addresses frozen upload queue issue occurring in previous versions.
Verifying the upload process
It is possible that videos can still be uploaded manually even if the automatic synchronisation process is not working.
To verify this, you can manually upload a video by following these steps:
- On the ClickView Publisher Master machine start up the ClickView Publisher software.
- Find the video not being displayed online.
- You can ensure that it has uploaded to ClickView Online by right-clicking it. If the bottom option is 'Generate ClickView Online URL' then click this to upload the video, however if displays 'Open in ClickView Online' then the video is uploaded.
- Follow this article to perform a real-time sync which will force an update between your ClickView Publisher Library and your ClickView Online Library: https://www.clickviewsupport.com/hc/en-us/articles/216759237#au (note: it can take up to a day for the changes to take full effect).
Video online but not Displaying
If the video is still not displaying online, jump on to the Master Publisher server then go to the 'Tools' --> 'ClickView Data Management'. 'ClickView Data Location' is where you then need to go, then head into the 'Cache' folder.
You will then need to remove two folders. The first is named your online admin account name (usually ADM or the first four letters of the school, please contact customer service via email if you don't know this), as well as the Common folder (see example below).
Stop the service in publisher via File menu (you may need the admin password for this step). Wait a minute or so and then start the service again.
Lastly, do a real-time sync. The real-time sync guide details step-by-step on how to do this. (note: it can take up to a day for the changes to take full effect).