Assets not loading, and common video playback issues including slow buffering or unavailable content, may be resolved by completing the steps below.

 

1. Define the Issue

Ask the client to share precise information on the issue they are having, including:

  • Which users are having this issue
  • Browser and platform used
  • Asset details or examples such as asset title(s), associated product(s), asset ID(s)
  • Screenshots or recordings

 

2. Check Asset Ingest

Larger files like HD feature-length video can take longer to ingest, and will not be available to clients before ingest has completed.

  • Log in the the Admin UI, go to Assets, and search the asset code provided by the client
  • Open the asset and check the asset Status

If the ingest status shows Available: proceed to step 3

If the ingest status shows Pending or Ingesting: wait up to 12 hours to ensure ingest has fully completed

If the ingest status shows Failed:

  • Check the original file playback on your default player
  • Check the technical specifications for any abnormal details

While MediaStore’s ingest pipeline can digest most commonly used video and audio codecs (e.g. H.264 MP4, Apple ProRes), there may issues with rarer codecs or settings. If your upload is primarily for streaming purposes, consider avoiding upload of broadcast-quality formats (e.g. Apple ProRes, MXF, IMF), to prevent their high storage usage. Also, consider using single stereo audio tracks only.

  • Go back to the asset in the Admin UI, click the three-dot settings menu and select Re-ingest
  • Wait up to 12 hours to ensure ingest has fully completed

If ingest continues to show pending or failed after 12 hours, contact support@mediafellows.com

 

3. Check Asset in the Admin UI

  • Log in to the Admin UI, go to Assets, and search for the asset provided by the client
  • Open the asset and view or test playback in the Admin UI
  • Click the three-dot settings menu and select Preview as Client to view or test playback in the Client UI
  • Impersonate the user’s Platform Role to check if access permissions are preventing them from viewing the asset: see Impersonate a Contact 

If the asset has issues in the Admin UI: Check security features, see: Basic Troubleshooting.

If the asset only has issues in the Client UI: Check security features and access settings: see Basic Troubleshooting and Access Troubleshooting.

If the asset shows/streams as expected in both the Admin UI and the Client UI: Check the user’s Platform Role allows access to the desired content.

 

4. Check the Asset is Assigned to the Product

  • Open the asset details in the Admin UI
  • Go to the Products tab to review

Only assets assigned to Products are typically displayed in the Client UI.

If the product is missing or incorrect: re-assign the asset; see Assign an Asset to a Product

If the product is listed as expected: check the asset is selected for marketing use; see Marketing Assets

 

5. Reproduce the Issue

  • Hard refresh to ensure any changes made have updated
  • Try video playback using a different, up-to-date browser (e.g. Chrome, Firefox, Safari, Edge)
  • Use a private/incognito window to test if browser extensions or cache is blocking playback

If the issue persists, contact support@mediafellows.com with the details:

  • User name and email address of yourself and/or client
  • All browser names and versions tested
  • All operating systems and versions used
  • Asset name/s
  • Outcomes of troubleshooting steps above
  • Screenshots, recordings or any other supporting information

 

 Did this resolve your query? Contact support@mediafellows.com for further help.