Viva Engage presenting 'Oops, something went wrong' error when changing video thumbnail

Question

I have been using Viva Engage all year to post improvement videos to share improvements with colleagues. As videos automatically choose the 'middle' frame as the thumbnail which shows before a viewer clicks on the video to play, and this 'middle' frame may not be a suitable image for the thumbnail, I have been going into video settings and uploading an alternative thumbnail image for each video. This has worked fine until last week, when on Friday I tried to choose a thumbnail image and was presented with an error message: 'Oops, something went wrong.' This message presented as soon as I clicked on the 'thumbnail' drop down, before any alternative image was selected. The error persisted after choosing an alternative thumbnail, meaning I cannot replace the default video thumbnail with an alternative image.

• Others in my company using Viva Engage in exactly the same way are not having this issue
• I have tried using 3x different browsers, with cleared cache
• I have tried using Viva Engage through MS Teams
• I have tried using the Viva Engage app
• I have tried different videos, and different images
• I tried on Friday (10th October) and again today (in case the issue resolved itself over the weekend) Nothing so far has stopped this issue from presenting.

I see there is a related issue raised on this portal regarding upload of images directly into Viva Engage which seems to present the same error as my issue; not sure if they're related. "Viva engage photo not able to upload"

Your assistance to fix this issue would be greatly appreciated!

Answer 1

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Hi Tom Kelsey

Thank you so much for contacting Microsoft Q&A Forum.  

Based on your description, I understand that you are suddenly unable to change video thumbnails in Viva Engage as of last Friday (October 10th). You receive an "Oops, something went wrong" error as soon as you click the thumbnail dropdown menu, even before selecting a new image. 

After testing this on my own environment, I can confirm that I was able to reproduce the exact same error you are experiencing. 

However, I have found a workaround that should allow you to edit the video thumbnail without triggering the error. Please follow these steps: 

1. From the video post in your feed, click the button highlighted in the image below to open the video in a new dedicated page. 
2. Once the video has opened in this new page, try to edit the video thumbnail from here. 

This method worked perfectly in my test environment and allowed me to change the thumbnail successfully. Please let me know if this works for you. 

If you have any other questions or if the issue persists, feel free to let me know. I'll be here to continue assisting you. 

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