Market Video Troubleshooting
Market Video Troubleshooting
Market Helper Errors
When it comes to Market Helper, uploading videos, and sending videos to customers - multiple systems are involved that work in tandem to complete the task. If you're experiencing errors, there could be a failure occurring at multiple different points during the process.
Before Sending a Ticket
As the Market Video Platform relies on a mobile device separate from Go Auto's infrastructure, it is very difficult to diagnose issues that occur. That being said, the majority of issues that do come up are often related to a few common points of failure. We ask that you please confirm the following steps have been completed and settings are correct before contacting Market Support.
Troubleshooting Steps
- Ensure the device being used is connected to the Go Staff WiFi network. The Go WiFi network is not suitable for this use and can intermittently cause upload failures.
- Make sure that the version of Market Helper installed to your phone is the most current version. At the time of writing this article, the current version is 1.5.4. Instructions for checking this on both Android and IOS will be located at the bottom of this article.
- Market logins are only good for one day at a time. Once this period has expired, issues with upload will occur without warning. Ensure that you have logged out of Market manually, then logged back in during the same day prior to video upload.
- The Market Helper app requires permission to access both your camera, as well as your microphone. Typically, if your video upload is missing either video or sound, please check the associated permissions to your app.
- Video length is important. The longer the recorded video is, the higher the chance of error during upload. Videos that exceed 90 seconds are subject to a dramatically increased chance of errors. If the content of your video requires more than 90 seconds, try to split the video into two.
- Phones are just like computers, and need to be restarted periodically to ensure error-free operation. It is recommended to do so once per week.
Provided you have completed the above steps and needed to make an adjustment, please attempt another video to confirm if the issue is still present after making an adjustment.
Checking App Version Number
Android:
Open Settings, go to Apps and tap on Market Helper. You will see the version information at the end of the page. If the version of your app is not correct, you will need to update it by opening the Microsoft Intune Company Portal app.
IPhone:
Method 1: From Settings
Step 1: Open Settings on your iPhone.
Step 2: Tap on General followed by iPhone Storage.
Step 3: Scroll down and wait for your iPhone to load the list of the installed apps. Tap on the app whose version number you want to find out.
Step 4: You will see the version number of the app mentioned under the app name.
