Cindy -

Video export has been enabled with 60 minutes of video generation allocated. Additional export time beyond the first 60 minutes of export is at additional cost.

When you proceed to publish your Scene, Video Export should now be available to you.

There are multiple options available - I advise to select the highest quality mp4 format for best results and best compatibility (unless you specifically know which format you need).

Hope this helps,

Gil

Hi Cindy -

Please send us a note to support@sitepal.com indicating your username (email used to login).

With that we can identify your account and help you out.

Or - you can post it here (and I will delete it later)

The support phone number is displayed at top right within your account (after you login) for Gold and Platinum users. Though phone support is not available on the weekend.

Regards,

Gil

send your phone number to support now - and we will call you.

Let me know when sent.

Hi -

First thing I would suggest -

Clear your browser's cache and cookies and try again

See - http://www.refreshyourcache.com/en/home/

If that does not help, please send a note to support@voki.com - and provide your login credentials - and we will look into it right away.

Thanx,

Gil

ok - let me know your thoughts.

Larry -

We believe this issue is due to a "bad" or outdated IE 11 installation on a specific computer.

Reinstalling IE and upgrading it to the latest version of IE 11 seems to resolve the problem.

We have tested extensively on multiple computers with the same configuration and it works fine everywhere.

Here is the link to upgrade your IE: https://www.microsoft.com/en-in/download/Internet-Explorer-11-for-Windows-7-details.aspx

Please try and let me know if the problem is resolved.

Best regards,

Gil

Hi JNJ - please confirm this now works for you.

any comments?

Gil

Larry - the problem seems to occur only on IE11 on specific computers - and we are trying to gain access to a computer which demonstrates the problem for our engineer to debug. Unfortunately problem does not happen on any system in our offices. That's the main source of delay at the moment.

Though we have made some changes, they did not seem to resove the problem.

We are still on it.