If one of your team members or a client user is having trouble logging in, you’ll want to check their contact status and access settings.
See Login Troubleshooting for a full guide.
If this doesn’t solve the issue, you may want to check their browser and device settings.
See Basic Troubleshooting.
If you, a team member, or a client are having trouble finding content, start by reviewing the site navigation and using Search and Filters.
See the Client UI Overview and Using Search & Filters guides for details.
If this doesn’t resolve the issue, there may be a conflict with content access permissions or browser/device settings.
See Access Troubleshooting and Basic Troubleshooting.
If you, a team member or a client are having trouble accessing MediaStore, ask an admin user to review the steps in the Login Troubleshooting guide.
See Login Troubleshooting.
If this doesn’t resolve the issue, check for any browser or device conflicts then contact support@mediafellows.com.
See Basic Troubleshooting.
Start by using the Search icon in the menu bar to search for the product or asset name. Double-check spelling to avoid typos.
Some asset statuses prevent items from appearing in the All Assets section.
See Asset Status for more details.
If the product or asset is still not visible, it may be restricted by access settings. You may need to ask an Admin user to update access levels.
See the Access Troubleshooting guide and Platform Roles for details.
If this doesn’t resolve your issue, please contact support@mediafellows.com.
The cover image and thumbnail displayed in the Client UI for Products is determined by the first asset flagged for Marketing Use in the Admin UI.
See Marketing Assets: Set Product Thumbnail for details.
Common playback issues, including slow buffering or unavailable content, are often resolved by checking ingest status and product associations.
See the Video Troubleshooting guide for details.
It may also be worth ensuring the video asset’s access settings are correct, and that there are no browser or device conflicts.
See Access Troubleshooting and Basic Troubleshooting.
Video conferences are created in the Admin UI, where you can configure preview text, approved contacts, background images, and other settings.
See the Video Conferences section of the Help Centre for detailed guides on creating and managing conferences.
Once a conference has been successfully created:
- The Moderator opens the conference URL and selects Start Conference
- Participants join by opening the same conference URL and selecting Join Meeting
Only the conference Moderator can start a video conference.
For issues starting a conference, see the Conference Troubleshooting guide.
Please Note: Video Conferencing is an advanced feature, available in addition to the standard MediaStore suite. To find out more, contact info@mediafellows.com or your MediaStore account manager.
In most cases, participants are using a different conference link than the one the Moderator used to start the conference.
Please double-check that you and all participants are using the same Conference URL.
If this doesn’t resolve the issue, see the Conference Troubleshooting guide.
To share your screen, click the desktop icon on the left of the conference window.
If screen sharing doesn’t work, check your browser and operating system security settings. Some systems (particularly macOS) require you to explicitly allow your browser to use screen recording via the system’s security settings.
See the Conference Troubleshooting guide for details.
First, check that your conference type allows participation.
See Conference Types.
Then, try the following steps:
- Participant: In the settings pane on the left-hand side, select a different microphone input device
- Participant: Use the Raise Hand icon
- Moderator: After the participant raises their hand, confirm that you can see and hear them, and that they can see and hear you
If this doesn’t resolve the issue, see the Conference Troubleshooting guide.
The Recommendation set up wizard shows all available assets associated with the selected Product/s.
If the asset you’re looking for isn’t shown, the most common reasons are:
-
The asset has not been selected for Marketing Use, so it isn’t available in the Client UI.
See: Marketing Assets. -
The asset’s access settings prevent it from being viewed by Client roles.
See: Access Troubleshooting. -
The asset has not been set as Shareable, which is required for non-Admin contacts to share the asset with others.
See: Set an Asset as Shareable.
If this doesn’t resolve your issue, please contact support@mediafellows.com.
First, check whether the asset is downloadable from your Admin account in the Client UI.
If so, review the asset’s access permissions and update them if needed.
See Access Types.
If the asset is not downloadable from your account, enable download permission or double check the asset is correctly assigned to a product.
See Set an Asset as Downloadable and Assign an Asset to a Product.
Most MediaStore loading issues can be resolved by checking for browser or device conflicts.
See Basic Troubleshooting.
If this doesn’t resolve the issue, contact support@mediafellows.com.
First, check your Junk/Spam folders and add MediaStore to your list of safe contacts.
Ensure the email address associated with your account is correct.
See Edit Profile to update.
Request a copy of the MediaStore mail log to confirm the email was delivered.
The support team can forward missing emails or subscribe you to the full mail log so you can review all system-sent messages.
The most common cause of missing data from an exported XLSX file is using filters before exporting.
Filtered-out information will not be included in the export.
Clear all filters from the data range and re-export.
Data can be reorganized in the XLSX file once exported.