Video is encoded and available online at a resolution of 480p, which is the maximum quality at which the original source media of analogue videotapes and film reels were recorded.
Occasionally, the video quality is below expectations. Working with older videos can sometimes be tricky because media like videotapes and film reels deteriorate over time, some quite rapidly depending on storage conditions. What's more, our memory of the original video can sometimes be better than the current quality.
Audio is captured if available, but unfortunately audio deteriorates much faster than video quality on these older media. We capture the best audio quality available, but often (especially in the case of film) the audio is deteriorated beyond recovery.
If our technicians encounter poor video or audio quality on your original media, we will send you an email as well as a note in your returned box detailing the issues found.
If you believe there was a quality error in processing your video, please contact our customer support team toll-free at 866-493-7383.