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 Troubleshooting and SupportKey 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.