Unable to trim videos in the app with the latest update

[braveridge345]

Can someone please help me work this out? The interface has changed very recently and appears broken.

In the app on android I navigate to the video I want to trim on the camera. Hit the pencil icon, hit trim and choose a time period with the blue box. Hit the tick and I'm back at the screen with the 'trim' and 'sticker' buttons.

The only option is the x in the top left which allows me to discard my edit or cancel the exit action. No other buttons or actions I can see which allow me to save my change.

Puzzling.

Thanks

[mariustanya · Accepted solution]

Hello @braveridge345, Which device are you using and what OS is it running on? I just tried with a Samsung J6 and I am able to see the save icon after going through the same steps that you described. See if you get the save button by rotating your phone 90 deg such that it is in landscape instead of portrait. Also check if uninstalling, then re-installing the app will help. Let us know how it works out. Thanks!

[mariustanya · Accepted solution]

Hello @braveridge345, Which device are you using and what OS is it running on? I just tried with a Samsung J6 and I am able to see the save icon after going through the same steps that you described. See if you get the save button by rotating your phone 90 deg such that it is in landscape instead of portrait. Also check if uninstalling, then re-installing the app will help. Let us know how it works out. Thanks!

[braveridge345]

It's a galaxy S7 Edge running android 8. The Save button wasn't there, but reinstalling the app has fixed it. Thanks for the suggestion. Strange nonetheless.

(Doesn't rotate the app when the screen rotates btw)

[aragon1006]

Hi @braveridge345

Thanks for getting back to us.

The Home page does not rotate but the rest of the pages it should . Ex. Camera, Media

Regards,

Ej

[kuwatog45]

Cant use trim always said problem preparing video on Note9 and J7

[mariustanya]

Hello @kuwatog45. Has the feature worked consistently before? Do you get any error message on the app when you attempt to trim? If yo have not done it yet, try uninstalling, then re-installing the app. Let us know how it goes. Thanks!

[mc54]

I get the same error when I try to save a trimmed video in the app. "There was a problem preparing your video". I have already reinstalled the app twice and bought a new SD card. I have enabled all storage permissions. Anything else I can try?

Thanks

[aragon1006]

Hi @mc54

We are releasing an update to address the crashing/connection issues.
Please continue check our website for information. 

Software Update Release Information

Thanks!

Ej