This article addresses the issues faced with syncing videos using the ClickView Sync Manager in ClickView Publisher, specifically the "Not Compatible for Online Sync" error message. This message can display for a variety of reasons; the most notable being missing video file chapters or entire files or issues decoding audio streams in videos. Other issues include using older software and incorrect proxy settings. As a result, there may be a discrepancy of videos in Publisher to ClickView Online and can give the following result.
The reason why this error occurs differs for each video. To diagnose why this issue occurred for each video, click on 'videos are not compatible for upload' underlined (hyperlinked) text in the sync manager. This will bring up a window which states all the videos in which this error had occurred, and provides reasons for why this error occurred for each video.
First confirm that the video has missing chapters or files. To determine whether the video resource has missing chapters (or the entire video resource), check whether the video and all of its chapters can be played back correctly in ClickView Publisher. If you cannot play the videos, then the video files (chapters) are missing and the video needs to be reacquired or downloaded (using Exchange or TV). If you are unsure about this process, please contact firstname.lastname@example.org.
Check that the correct plugins are installed. Uninstall any unnecessary codec packs from your machine. Codec packs such as "K-Lite", "Shark007" and DivX are known to create transcoding issues. If this does not solve your issue, then the title is most likely corrupt and will need to be removed from your library, with a new copy re-added. You will be able to right-click these titles and either remove these files from the upload queue or be directed to where they are in your library to remove them.
The video will need to be reacquired or downloaded (using Exchange or Media Store). If you need assistance in reacquiring a title or resource, contact email@example.com.
Please ensure that all the correct ports and addresses have been white-listed. See this article on what ports and addresses should be whitelisted for successful use of ClickView products.
Please ensure that the latest version of ClickView Publisher has been installed. Each release of ClickView Publisher has an improved iteration of syncing methods.
To ensure that you are running the latest version of ClickView Publisher, please contact ClickView Support - firstname.lastname@example.org