Hello Frame.io Community and Support Team,
I’m experiencing a critical issue with the commenting functionality for external clients on Frame.io review links, which is significantly disrupting my workflow.
Problem Description: Recently, I’ve discovered that the commenting feature for external clients is not working. Initially, when sharing review links, I repeatedly saw a message indicating that I needed to subscribe to a Pro plan to enable external client comments.
Today, I proceeded to subscribe to the Pro plan specifically to unlock this feature. However, to my dismay, even after upgrading, external clients are still unable to leave comments. When they attempt to post a comment, it consistently displays the error message: “Failed to send - Click to retry.”
I have already verified that the “Comments” function within the project’s Permissions settings is indeed enabled.
Impact on Workflow: This ongoing issue is causing significant frustration and inconvenience to my project review workflow. The inability for external clients to provide direct feedback via comments is a major bottleneck.
Context & Troubleshooting: I’ve also noticed a general increase in problems since the V4 upgrade, including the disappearance of our Slack automation notifications, which adds to the overall challenges.
Regarding the commenting issue, I have already tried switching to different network IPs, but the problem persists, and external clients are still unable to comment normally.
Seeking Community Input: Has anyone else in the community encountered this problem with external client commenting, especially after upgrading to Pro or since the V4 update? Any insights or potential solutions would be immensely helpful.
Thank you for your time and assistance.