Many content availability issues can be resolved by ensuring asset, product, and contact access settings match.

 

1. Check Platform Roles

  • Go to Contacts
  • Select the contact/s having issues
  • In the preview panel on the right, check the users Platform Role

For details on the access of each role, see: Platform Role Types.

To update to a new platform role, see: Manage Contact Platform Roles.

To view your website with the user’s permissions, see: Impersonate a Contact.

 

2. Check Product Access Level

  • Go to Products
  • Select the product/s that your client is unable to view
  • In the preview panel on the right, check the colour-coded Access Level bar
  • Click a new access level directly to update1

For details on access levels, see: Access Level Types.

 

3. Check Asset Access Levels

  • Go to Products2
  • Open the product/s with assets that your client is unable to view
  • Go to the Assets tab
  • Select the relevant asset/s to open its preview panel
  • Review the colour-coded Access Level bar
  • Click a new access level directly to update1

For details on access levels, see: Access Level Types.

 

4. Check Asset Status

Only Available assets will be displayed in the Client UI.

  • Go to Assets, or enter the asset name/s in the search bar
  • Check the Ingest Status in the top-line information

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

If the asset ingest status shows Failed:

  • Check the original file in your local drive
  • Check the technical specifications for any abnormal details
  • Go back to the asset in the Admin UI, click the three-dot settings menu and select Re-ingest1
  • 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

  • Check the Review Status
  • Select the asset/s your client is unable to view
  • Check the Status in the preview window or asset details

If the asset is not Available: open the asset details, click the Edit icon ✏️, and change Status to Available.1

 

5. Check for Marketing Use

Only assets flagged for Marketing Use are typically displayed within Products in the Client UI.3

  • Open the product/s with assets that your client is unable to view
  • Go to the Assets tab
  • Click the star icon ⭐️ next to the asset/s to enable or disable marketing use

For details on marketing use, see: Marketing Assets

 

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

 

 

1 Some actions are only available to Admin users. See Platform Role Types for details

2 If the asset is accessed in the Client UI outside a product (e.g. directly, via a Screening Room, or a Recommendation), check the asset itself by searching All Assets.

3 If the asset is accessed in the Client UI outside a product (e.g. directly, via a Screening Room, or a Recommendation), Marketing Use is not applicable.