Troubleshooting Upload/Sharing Issues

Please try the steps below to troubleshoot problems uploading and sharing videos from Coach's Eye.

  1. TechSmith products do not support H.265 content. Content recorded in Coach's Eye, or with the native Camera app on iOS (with the H.265 video codec) and imported into Coach's Eye will not work. These Apple devices have the ability to record with the H.265 video codec:

    iPhone 7 or iPhone 7 Plus or later
    iPad (6th generation)
    iPad Pro (10.5 inch)
    iPad Pro 12.9-inch (2nd generation)

    Please follow these guidlines when creating content with Coach's Eye on these devices.
    Record With Coach's Eye


    Change the Video Format on the iOS Device

    To avoid problems with importing content from the camera roll, and videos recorded in the app, change the settings on the device to record with the H.264 codec. H.264 content is supported in Coach's Eye. To change the video format on the iOS device:

    On the iOS device, open the Settings app.
    Tap Camera > Formats.
    Tap Most Compatible.

    See this article from Apple for more information on the various video formats.

  2. Check for Updates to Coach's Eye in the App Store.
  3. Sign Out of Your Coach's Eye Account.
    • Open Coach's Eye.
    • Tap the Account tab (just to right of the camera button).
    • At the top of the account screen make sure you are in Settings (top right).
    • Tap Sign out (just below your profile info).
    • Force Close the Coach's Eye App.
  4. Put your device into Airplane mode for 15 seconds, then take it back out of Airplane mode. You can quickly access Airplane mode from the device control panel--swipe up from the bottom of the device and a transparent screen will display. Toggle the Airplane button off and then back on.
  5. Hold down the Sleep/Wake button until you are asked 'slide to power off'  The phone will shut down and you will need to turn it back on.
  6. After the restart is complete open up mobile Safari and make sure you internet connection is working. Then launch Mail and send a test email to yourself. Verify that you received the email. If you cannot send or receive mail, follow this troubleshooting guide: https://support.apple.com/en-us/HT201419
  7. Launch Coach's Eye. Visit the account tab and sign back in to your Coach's Eye account.
  8. Now attempt to share a video that you have never shared before. Make sure you keep Coach's Eye app open and in the foreground until the upload is complete.
  9. Visit the Accounts -> Notifications panel and retry or clear any previously failed uploads.