When importing a video into Content Studio, receive an error 'Unable to retrieve the requested video frame.'

Potential Symptoms

When importing a Video into Content Studio, receive an error:

Unable to retrieve the requested video frame

With GPR/GPR-EV displays, you cannot crop the video and when you click Import, you get an error:

Video Width must be at most 704 pixels

With GP3/GP4 displays, you cannot crop the video and when you click Import, you can still import the video
May also see with M3, 3500 display types or videos that are less then 704 pixels wide

Environment

Venus 1500 v4.18.1 & 4.19.1
Content Studio

Cause

The issue due to some video thumbnails cannot be generated in our Previewer. The plug-in Daktronics uses cannot handle some videos and we are still researching to find what it cannot handle.

With GPR/GPR-EV Displays it is expected behavior to not being able to import Videos larger then 704 pixels wide. However, the expected behavior is to import the thumbnail to allow the Video to be cropped below the 704 mark and to allow import. The issue is not allowing the thumbnail to load, in turn will not allow cropping to be done.
If the Video is less then 704 Pixels, you can still able to import the video, you just cannot crop it.

Resolution

Daktronics Engineering has a quick fix solution that can be applied to the software as a temporary fix, until an upcoming release includes the final fix. However, once the fix is applied, the software cannot be updated or repaired or it will set the software back to the release state.

Step 1: Before requesting the quick fix, please update Venus 1500 v4 to the latest version to confirm the issues is still in existence.

Follow How do I update or download Venus 1500 v4 software? DD1993540 and update your Venus 1500 to the latest software version.

Step 2: Once update is applied, please contact Daktronics Technical Support for assistance.

Work Around

If video is larger then 704 pixels wide and cropping is needed and Daktronics Technical Support is unavailable, it is recommended to use a different Software Program that allows Video Cropping, or have the Video resized before importing into Content Studio.

You can still click Import, just a preview is not available.

KB ID: DD2500487

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