WatchGameFilm.com Support Center

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Frequently Asked Questions

Subscriptions

Q. Can I pay by check or activate using a purchase order?
Yes. While the majority of teams purchase online using a credit card, teams may pay by check.  We also accept purchase orders in order to activate a team.  Please contact help@watchgamefilm.com to explain your situation or need.  We are happy to help.

Q. Do I have to log into PayPal to make a payment?
No. While we use PayPal as our payment processing engine, you do not need to be a member of PayPal to make your payment online.  Within the WGF Subscription page, click on the Purchase button.  The PayPal login window will then appear.  Under the login dialog you will see a button called Pay with Debit or Credit Card.

Film Viewing

Q. Why does the video player show a black screen with audio when watching film?
This issue most likely is around the hardware acceleration of your web browser.  You can usually Disable Hardware Acceleration under Advanced Settings in your browser.  For Chrome users:

  1. Enter chrome://settings in the address bar
  2. Scroll to the bottom of Chrome's settings page and click Advanced
  3. Scroll to the bottom of Chrome's advanced settings page
  4. In the System section, slide the Use hardware acceleration when available toggle to off
  5. Click RELAUNCH to restart Chrome

Film Upload and Encoding

Q. I uploaded my film so why can't I view immediately view it?
WatchGameFilm.com needs to encode your film to a device compatible MP4 video format so that your film can successfully stream across all of the various user devices.  We format your upload into a standard H.264 video format and optimize the bitrate and video size to a level that will stream well across mobile phones, tablets, tvs and other smart devices as well as your standard computer. This encoding process usually takes up to 20 minutes to complete so be patient.  Please contact help@watchgamefilm.com if you are still having problems.

Q. I uploaded my film over an hour ago so now why can't I view it?
Does the video you uploaded have sound?  If not, when you created the film did you say Remove Audio when you filled out the film record?  We are unable to encode a video for sound when there is no sound in the video, so our encoders set the film aside and move on to the next in queue.  You can contact help@watchgamefilm.com so that we can look into it and confirm that this is the situation, or you can create another New Film record (this time setting it to Remove Audio) and try uploading again.

Q. Why does is it say my film is too large to upload?
We allow up to 2GB per clip for file upload.  Remember, this is per clip, not per film.  99.9% of all videos uploaded will never incur this problem.  However, if your video clip file is over 2 GB you will be unable to upload it through our standard process.  If this was a full length game recorded as a single video file, we recommend in the future that you a.) do your film recording as periods or halves and upload just a couple of smaller files instead of one giant file or b.) check your camera settings and lower the video quality of your recording.  WatchGameFilm.com streams everywhere, so we need to optimize the original video to make that happen.  If WatchGameFilm.com is the only place your video will be viewed, lowering the video quality during recording time will lower your file size to get under 2 GB as well as shorten your upload time when sending the film to us.  For your immediate problem, contact help@watchgamefilm.com so that we can get your larger than 2 GB film online.  We can open up a share in our cloud so that you can send us this oversized file and they we can manually encode and process it for you so that it gets online and can be watched by your team.

Q. Why does my upload timeout or report the error "The web server returned unexpected response"?
This is most likely happening because your computer is going into "sleep" mode during your upload.  Uploads can take up to a few hours depending on your upload bandwidth and the amount of data you are transferring.  Change the sleep timer on your computer to be longer than the upload to avoid this problem.  We also recommend to record your games using a lower video quality setting such as SD instead of HD in order to lower the file size of your videos which will in turn shorten the length of upload time.

Q. I recorded video using my iPhone. Why didn't the video encode when when I uploaded the clips?
Your iPhone is most likely using a compressed Apple-based video format (High Efficiency HEIF/HEVC) that works with Mac related tools.  To be able to use an iPhone to record film for WatchGameFilm.com; on your iPhone do the following:

  1. Go to iPhone Settings
  2. Select Camera
  3. Select Formats
  4. Select Most Compatible option instead of High Efficiency

Now record your video using your iPhone and upload to WGF.com (note: you can use your iPhone to log into WGF.com and upload your clips.  The encoding will now be successful and you will be able to watch film recorded from an iPhone.



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