During processing, errors may occur and will be reported as a failed job, accompanied by an error message. If you encounter an issue without a documented fix or one that cannot be resolved, email support@wasabi.com for further assistance.
The following are some common error scenarios along with possible resolutions.
The AWS Access Key Id you provided does not exist in our records: The access/secret key provided is invalid or expired.
Input file not found: Verify the full file URL path provided and confirm the file exists and/or the URL is valid.
Output destination not found: Check the full destination URL path provided and confirm the destination exists and/or the URL is valid.
Unsupported media: The file is not correctly encoded with h.264 or h.265 supported codecs. Provide a version of the file with correctly encoded contents with h.264 or h.265 codecs.
Unauthorized access to AiR: The user’s account does not have AiR enabled. Contact your assigned salesperson, email support@wasabi.com, or use the website's Contact Us form.
User does not have access to AiR: The account administrator has not assigned access. Contact the account administrator for AiR access.
Illegal service configuration: When configuring AiR jobs, there is a section in the definition that allows you to configure AI services to run against a storage object. If this error is returned upon submitting a job, the configuration is incorrect. Refer to the API documentation for details on creating a valid service configuration.
No audio analyzed, when video / audio tracks exist: The service configuration for track selection was not correctly set for the desired tracks.
EXTRACTION_ERROR Frame extraction failed: Number of extracted frames (118) significantly exceeds media duration in seconds (47) for Unknown format with tolerance factor 1.5: The file is not correctly encoded with h.264 or h.265 supported codecs. Provide a version of the file correctly encoded with h.264 or h.265 codecs.