Video: "Unable to load selected attachment."

[consistency123]

Using a supported version?

• [X] I have searched searched open and closed issues for duplicates.
• [X] I am using Signal-Desktop as provided by the Signal team, not a 3rd-party package.

Overall summary

I have received a video which does not want to play when clicked. The thumbnail does not load either. Meanwhile, a slice of that video done with the builtin video slicer, works.

Screenshots

Signal version

7.19.0 production (Apple silicon)

Operating system

macOS

Link to debug log

https://debuglogs.org/desktop/7.19.0/27ac9ce527e73b036ffa60a546fe6c19030f428e03a83cf70450a2a78139b416.gz

[scottnonnenberg-signal]

It looks like you've had problems with two incoming videos lately. Do any videos work for you, now or in the past? What can you tell us about these two recently-received videos - what format are they, what size, etc.?

ERROR 2024-08-09T12:13:34.926Z makeVideoScreenshot error: [object Event]
ERROR 2024-08-09T12:13:34.926Z captureDimensionsAndScreenshot: error processing video; skipping screenshot generation [object Event]
INFO  2024-08-09T12:13:34.939Z AttachmentDownloadManager/startJob(1723205585559.attachment.[REDACTED]Vg=): job completed with status: finished
...
ERROR 2024-08-09T11:58:27.861Z makeVideoScreenshot error: [object Event]
ERROR 2024-08-09T11:58:27.862Z captureDimensionsAndScreenshot: error processing video; skipping screenshot generation [object Event]
INFO  2024-08-09T11:58:27.877Z AttachmentDownloadManager/startJob(1723204677885.attachment.[REDACTED]J0=): job completed with status: finished
ERROR 2024-08-09T11:58:28.793Z showLightbox: unable to load attachment 1723204677885 [{"thumbnail":false,"contentType":"video/mp4","flags":0,"path":"44/[REDACTED]f5c","size":10087911}]

[consistency123]

It is the same video sent twice. I initially though it was just a one time problem, but it doesn't seem to be the case. There have not been other videos that showed this problem(same camera, same environment). I have tested with the original video to send it myself to the other party from android, and the same problem occurred. When I sent it from the mac, the video seems to have not been compressed, so the problem did not occur. How could I send you a personal message with the problem video so that you guys can figure it out?

[scottnonnenberg-signal]

@consistency123 If you reach out to Signal Support at support@signal.org, they can work with you more closely to figure this out. Thanks!

[stale[bot]]

This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Thank you for your contributions.