Photoshop TIFF metadata not importing

Hey everyone,

We are in the process of mass-uploading our files into MediaBin but we have some difficulty with one of the import tasks. The system is not importing the metadata that was currently in the files so we are losing some information in these cases.

If anyone is aware of this issue please let me know, I am more of a business user so I may just be missing a configuration step or something but I'm not sure where to begin. Would some extra context help? Just let me know what would shed some light on this

Thanks!

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lyman

I don't know of any general issue with Tiff files, but please get in touch with support so you can give the exact file and insertion tasks and I am sure it can be tracked down. This falls squarely into the "it should work" category.

Cheers,

Lyman Hurd

mr_weal

We have had an open issue, #1238311, since around June 26th. The problem seems to also affect JPEG images but not as frequently.

The only required step we have on any of our upload tasks is a watermark adder.

Our experience has been about 20-50% failure rate meaning batches of uploades are not reliable at all. We need to get an administrator to export the job history (because you can't do it in the client) and then the user must review every single file to ensure that it went in.

Obviously this is no good... Our photo editors aren't happy so far.

mr_weal

Oh, and one more thing: our network and processor usage levels are apparently within a good range so our IT team has ruled this out too. Any help you can give us to figure this out is greatly appreciated!

lyman

I suspect this may be related to a known issue with EXIF metadata in some Tiff images. There was an issue with some of the earlier 4.5.x releases that would cause inordinate amounts of memory to be used by MediaBin. Unfortunately if this is the problem, it does require a data migration patch. Fortunately we have a script that does just that.

Support should be able to get back to you soon with next steps to diagnose.

Cheers,

Lyman Hurd

mr_weal

Can you please contact me off-site to discuss this? We are now getting download errors and poor performance in general, our IT team is engaged but I'm not sure if we're getting through to support.

My email on file is current.

Thanks