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John Knific September 22, 2011 • 1 • Reviewer & Admin Support
This video walks through the CitizenGroove review process for new users.
Christine Vienna Knific April 14, 2011 • Applicant Support
"I am trying to upload multiple files. The first file uploads all the way to 100%, but the next file never starts to upload. I can't upload more than one file."
This is most often due to an outdated version of Adobe Flash, and can be easily fixed. To make sure you have the most recent version of Adobe Flash, do the following:
1. go to http://www.adobe.com/software/flash/about/
2. in a gray square on this site, in the middle and slightly to the right on your screen, you will see something that says "Version Information." Below this, you will see a table that lists what flash version you need to have according to which operating system you are using (Windows, Mac OSX, etc)
3. If you do not have the most recent flash version, you will need to install it. To do this, go to: http://get.adobe.com/flashplayer/otherversions/ and install the new version of flash for your operating system.
4. Once your flash has been installed, your upload should proceed normally.
Christine Vienna Knific April 14, 2011 • Applicant Support
My file is HUGE, will it upload?
While we don't have an formal upload limit, if your video file is above 1GB, you may experience some difficulties. Contact us directly if that's the case (support@citizengroove.com) and we will help you reach a solution. Remember, the larger your files, the longer they will take to upload. We appreciate your patience!
The CitizenGroove uploader accepts the following audio/video/document formats:
Audio - mp3, ogg, m4a, aiff, wma, wav, aac
Video - mpeg, mpg, mp4, ogg ,mov, avi, wmv, m4v, vob
Document - txt, rtf, doc, docx, pdf, xls, xlsx, sib, mus
Image - jpeg, png, gif', jpg
We do NOT have file size restrictions. You can upload any resolution you would like. We do not recommend uploading uncompressed audio (wav) or video (avi), as this will be a time intensive process for you. While HD videos can be compressed down, SD (640x480 or similar) is best.
All audio is compressed to a minimum of 128 kbps and videos are compressed to SD 640x480 (44.1khz, 2000kbps bit-rate).
How do I know what file format I'm trying to upload?
1) The first step is to check the extension on the file. For instance .wav is a WAV, .mp3 is an MP3, so on and so forth
2) More information can be found by right clicking the file and selecting "Properties" (or "Get Info" on a Mac)
3) For very specific details on the media type, use this freeware provided by SourceForge
Christine Vienna Knific April 12, 2011 • Applicant Support
"Please cancel this upload, refresh your browser, and try uploading the file again. If this problem persists, click the help tab."
This error is caused due to an interruption in your internet connection while you are uploading your file. In order for your upload to be successful, you must have a stable/consistent internet connection. If your internet connection is interrupted in any way while you are uploading a file, even for a brief moment, your upload will not be successful. This will cause the message that you have seen.
One of the ways your computer can become disconnected from the internet during your upload is if your computer goes into sleep or hibernate mode. Many computers have a power saving setting that disconnects you from the internet when the computer goes into one of these modes. This will cause the error message and your upload will fail.
The rate at which your upload occurs is dependent upon the speed of your internet connection. That said, large files will take some time to upload. It may be helpful for you to reduce the file size. One way to do that is using a video converter. I would recommend "Freemake Video Converter" at http://www.freemake.com/ -- it is free of charge and will allow your upload to occur more quickly.
Regardless of whether or not you reduce the file size, please make sure that you do not become disconnected from the internet when you are uploading your audition/application files.
John Knific June 16, 2010 • Applicant Support
I need help, who do I reach out to?
This might seem like a silly question since you're on the CitizenGroove support page, but it's important to differentiate. We are responsible for any technical problems you experience with our application. This includes upload problems, page load errors, the inability to submit your audition materials, etc. Any questions you have regarding admissions to the institution using our service are a separate matter. This includes questions about performance length, repertoire, and audition dates.
My question is for CitizenGroove, how do I reach out?
Easy. You will find a "Help" tab located on every page of the audition application. You can drop your question there and we will respond as quickly as possible. Or email support@citizengroove.com and identify which school's application you are using. Phone support is reserved for administrators and faculty reviewers. If you are a client of ours and wound up on this page, our number is 888-761-8117. You will need to identify yourself and your affiliated institution before we can assist you over the phone.
I'm having trouble with the uploader.
We have an entire page dedicated to the uploader, you can access it here. You'll find information on accepted file types, errors, and more.
What should I rename my file to?
We recommend "Applicant name - composer - title" - this will keep the playlist very clear for your reviewer.
How do I know my submission worked?
If you successfully completed the audition application process, you should have a unique ID. You will be able to follow the link provided on this confirmation page to view your profile (though no edits can be made after your final submission). Keep in mind that it takes time to convert video files, and they may not appear for at least several hours. If a reviewer has any trouble viewing your video, then they will be able to locate you using your unique ID. You will have an opportunity to re-upload your work.
Who has access to my material? Is it safe?
Absolutely. Only administrators at the institution you are applying to have the username and password to access other portfolios. Your information and content is kept private from the public and other institutions.