{"id":6288,"date":"2026-01-29T14:36:41","date_gmt":"2026-01-29T14:36:41","guid":{"rendered":"https:\/\/mediastore.support\/?page_id=6288"},"modified":"2026-02-03T16:10:12","modified_gmt":"2026-02-03T16:10:12","slug":"faqs","status":"publish","type":"page","link":"https:\/\/mediastore.support\/?page_id=6288","title":{"rendered":"Frequently Asked Questions"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><style type=\"text\/css\">.fusion-faqs-wrapper #accordian-1 .fusion-panel { border-color:#e2e2e2; }.fusion-faqs-wrapper #accordian-1 .fusion-panel:hover{ border-color: #e2e2e2; }.fusion-accordian #accordian-1 .panel-title a .fa-fusion-box:before{ font-size: 16px;width: 16px;}.fusion-accordian #accordian-1 .panel-title a .fa-fusion-box{ color: #ffffff;}.fusion-accordian  #accordian-1 .panel-title a{font-family:\"Poppins\";font-style:normal;font-weight:400;}.fusion-accordian  #accordian-1 .panel-title a:not(:hover){}.fusion-accordian  #accordian-1 .toggle-content{font-family:\"Open Sans\";font-style:normal;font-weight:400;}.fusion-accordian #accordian-1 .fa-fusion-box { background-color: #212934 !important;border-color: #212934 !important;}.fusion-accordian #accordian-1 .panel-title a:hover,.fusion-accordian #accordian-1 .panel-title a.hover { color: #ff343c;}.fusion-faq-shortcode .fusion-accordian #accordian-1 .fusion-toggle-boxed-mode:hover .panel-title a { color: #ff343c;}.fusion-accordian #accordian-1 .panel-title .active .fa-fusion-box,.fusion-accordian #accordian-1 .panel-title a:hover .fa-fusion-box,.fusion-accordian #accordian-1 .panel-title a.hover .fa-fusion-box { background-color: #ff343c!important;border-color: #ff343c!important;}<\/style><div class=\"fusion-faq-shortcode\" style=\"\"><ul role=\"menu\" class=\"fusion-filters clearfix\"><li role=\"presentation\" class=\"fusion-filter fusion-filter-all fusion-active\"><a role=\"menuitem\" data-filter=\"*\" href=\"#\">All<\/a><\/li><li role=\"presentation\" class=\"fusion-filter fusion-hidden\"><a role=\"menuitem\" data-filter=\".access\" href=\"#\">Access<\/a><\/li><li role=\"presentation\" class=\"fusion-filter fusion-hidden\"><a role=\"menuitem\" data-filter=\".display\" href=\"#\">Streaming &amp; Display<\/a><\/li><li role=\"presentation\" class=\"fusion-filter fusion-hidden\"><a role=\"menuitem\" data-filter=\".conferences\" href=\"#\">Video Conferencing<\/a><\/li><\/ul><div class=\"fusion-faqs-wrapper\"><div class=\"accordian fusion-accordian\"><div class=\"panel-group \" id=\"accordian-1\"><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6294 access \"><span class=\"entry-title rich-snippet-hidden\">Why can&#8217;t my client reach my MediaStore site?<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:33:10+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6294\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6294\" href=\"#collapse-1-6294\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">Why can&#8217;t my client reach my MediaStore site?<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6294\" aria-labelledby=\"faq_1-6294\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>If one of your team members or a client user is having trouble logging in, you&#8217;ll want to check their contact status and access settings.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6317\">Login Troubleshooting<\/a> <\/span>for a full guide.<\/strong><\/p>\n<p>If this doesn&#8217;t solve the issue, you may want to check their browser and device settings.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6313\">Basic Troubleshooting<\/a><\/span>.\u00a0<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6309 access \"><span class=\"entry-title rich-snippet-hidden\">My client can log in, but can&#8217;t find the content they&#8217;re looking for<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:33:30+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6309\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6309\" href=\"#collapse-1-6309\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">My client can log in, but can&#8217;t find the content they&#8217;re looking for<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6309\" aria-labelledby=\"faq_1-6309\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>If you, a team member, or a client are having trouble finding content, start by reviewing the site navigation and using Search and Filters.<br \/>\n<strong>See the <span style=\"color: #ff0000;\"><a style=\"color: #ff0000;\" href=\"https:\/\/mediastore.support\/?page_id=6406#client-ui\">Client UI Overview<\/a><\/span> and <span style=\"color: #ff0000;\">Using Search &amp; Filters<\/span> guides for details.<\/strong><\/p>\n<p>If this doesn&#8217;t resolve the issue, there may be a conflict with content access permissions or browser\/device settings.<br \/>\n<strong>See\u00a0<span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6373\">Access Troubleshooting<\/a><\/span>\u00a0and\u00a0<span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6313\">Basic Troubleshooting<\/a>.<\/span><\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6454 access \"><span class=\"entry-title rich-snippet-hidden\">Someone from my team can&#8217;t log in to MediaStore<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:33:59+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6454\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6454\" href=\"#collapse-1-6454\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">Someone from my team can&#8217;t log in to MediaStore<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6454\" aria-labelledby=\"faq_1-6454\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>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.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6317\">Login Troubleshooting<\/a><\/span>.<\/strong><\/p>\n<p>If this doesn&#8217;t resolve the issue, check for any browser or device conflicts then contact <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"mailto:support@mediafellows.com\">support@mediafellows.com<\/a><\/span>.<br \/>\n<strong>See <a href=\"https:\/\/mediastore.support\/?p=6313\"><span style=\"color: #0476d9;\">Basic Troubleshooting<\/span><\/a>.<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6463 access \"><span class=\"entry-title rich-snippet-hidden\">I can&#8217;t find a certain product\/asset in the Admin UI<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:34:15+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6463\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6463\" href=\"#collapse-1-6463\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">I can&#8217;t find a certain product\/asset in the Admin UI<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6463\" aria-labelledby=\"faq_1-6463\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>Start by using the <strong>Search<\/strong> icon in the menu bar to search for the product or asset name. Double-check spelling to avoid typos.<\/p>\n<p>Some asset statuses prevent items from appearing in the <strong>All Assets<\/strong> section.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6358\">Asset Status<\/a><\/span> for more details.<\/strong><\/p>\n<p>If the product or asset is still not visible, it may be restricted by access settings. You may need to ask an <strong>Admin<\/strong> user to update access levels.<br \/>\n<strong>See the <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6373\">Access Troubleshooting<\/a><\/span> guide and <a href=\"https:\/\/mediastore.support\/?p=5692\"><span style=\"color: #0476d9;\">Platform Roles<\/span><\/a> for details.<\/strong><\/p>\n<p>If this doesn&#8217;t resolve your issue, please contact <a href=\"mailto:support@mediafellows.com\"><span style=\"color: #0476d9;\">support@mediafellows.com<\/span><\/a>.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6465 display \"><span class=\"entry-title rich-snippet-hidden\">How do I change the cover image and thumbnail for my titles?<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:34:40+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6465\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6465\" href=\"#collapse-1-6465\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">How do I change the cover image and thumbnail for my titles?<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6465\" aria-labelledby=\"faq_1-6465\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>The cover image and thumbnail displayed in the Client UI for Products is determined by the first asset flagged for <strong>Marketing Use<\/strong> in the Admin UI.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5716\">Marketing Assets: Set Product Thumbnail<\/a><\/span> for details.<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6311 display \"><span class=\"entry-title rich-snippet-hidden\">My video\/s aren&#8217;t streaming properly<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:34:53+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6311\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6311\" href=\"#collapse-1-6311\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">My video\/s aren&#8217;t streaming properly<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6311\" aria-labelledby=\"faq_1-6311\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>Common playback issues, including slow buffering or unavailable content, are often resolved by checking ingest status and product associations.<br \/>\n<strong>See the <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6342\">Video Troubleshooting<\/a><\/span> guide for details.<\/strong><\/p>\n<p>It may also be worth ensuring the video asset&#8217;s access settings are correct, and that there are no browser or device conflicts.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6373\">Access Troubleshooting <\/a><\/span>and <a href=\"https:\/\/mediastore.support\/?p=6313\"><span style=\"color: #0476d9;\">Basic Troubleshooting<\/span><\/a>.<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6457 conferences \"><span class=\"entry-title rich-snippet-hidden\">How do I start a Video Conference?<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:35:13+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6457\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6457\" href=\"#collapse-1-6457\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">How do I start a Video Conference?<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6457\" aria-labelledby=\"faq_1-6457\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>Video conferences are created in the Admin UI, where you can configure preview text, approved contacts, background images, and other settings.<br \/>\n<strong>See the <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?page_id=6138#conferences\">Video Conferences<\/a><\/span> section of the Help Centre for detailed guides on creating and managing conferences.<\/strong><\/p>\n<p>Once a conference has been successfully created:<\/p>\n<ul>\n<li>The <strong>Moderator<\/strong> opens the conference URL and selects <strong>Start Conference<\/strong><\/li>\n<li><strong>Participants<\/strong> join by opening the same conference URL and selecting <strong>Join Meeting<\/strong><\/li>\n<\/ul>\n<p>Only the conference <strong>Moderator<\/strong> can start a video conference.<\/p>\n<p><strong>For issues starting a conference, see the <a href=\"https:\/\/mediastore.support\/?p=6386\"><span style=\"color: #0476d9;\">Conference Troubleshooting<\/span><\/a> guide.<\/strong><\/p>\n<p><em>Please Note: Video Conferencing is an advanced feature, available in addition to the standard MediaStore suite. To find out more, contact <a href=\"mailto:info@mediafellows.com\"><span style=\"color: #0476d9;\">info@mediafellows.com<\/span> <\/a>or your MediaStore account manager.<\/em><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6461 conferences \"><span class=\"entry-title rich-snippet-hidden\">My conference is underway, but participants can&#8217;t join<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:35:34+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6461\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6461\" href=\"#collapse-1-6461\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">My conference is underway, but participants can&#8217;t join<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6461\" aria-labelledby=\"faq_1-6461\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>In most cases, participants are using a different conference link than the one the Moderator used to start the conference.<br \/>\nPlease double-check that you and all participants are using the same Conference URL.<\/p>\n<p><strong>If this doesn\u2019t resolve the issue, see the <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6386\">Conference Troubleshooting<\/a><\/span> guide.<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6467 conferences \"><span class=\"entry-title rich-snippet-hidden\">My conference is underway, but I can&#8217;t share my screen<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:35:49+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6467\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6467\" href=\"#collapse-1-6467\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">My conference is underway, but I can&#8217;t share my screen<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6467\" aria-labelledby=\"faq_1-6467\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>To share your screen, click the <strong>desktop icon<\/strong> on the left of the conference window.<\/p>\n<p>If screen sharing doesn\u2019t work, check your browser and operating system security settings. Some systems (particularly <strong data-start=\"396\" data-end=\"405\">macOS) <\/strong>require you to explicitly allow your browser to use screen recording via the system\u2019s security settings.<br \/>\n<strong>See the <a href=\"https:\/\/mediastore.support\/?p=6386\"><span style=\"color: #0476d9;\">Conference Troubleshooting<\/span><\/a> guide for details.<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6469 conferences \"><span class=\"entry-title rich-snippet-hidden\">Conference participants can&#8217;t see or hear the moderator or other participants<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-01-29T14:36:07+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6469\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6469\" href=\"#collapse-1-6469\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">Conference participants can&#8217;t see or hear the moderator or other participants<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6469\" aria-labelledby=\"faq_1-6469\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>First, check that your conference type allows participation.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5348\">Conference Types<\/a><\/span>.\u00a0<\/strong><\/p>\n<p>Then, try the following steps:<\/p>\n<ul>\n<li><strong>Participant:<\/strong> In the settings pane on the left-hand side, select a different microphone input device<\/li>\n<li><strong>Participant:<\/strong> Use the <strong>Raise Hand<\/strong> icon<\/li>\n<li><strong>Moderator:<\/strong> After the participant raises their hand, confirm that you can see and hear them, and that they can see and hear you<\/li>\n<\/ul>\n<p><strong>If this doesn&#8217;t resolve the issue, see the <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6386\">Conference Troubleshooting<\/a><\/span> guide.\u00a0<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6741 access \"><span class=\"entry-title rich-snippet-hidden\">Why can&#8217;t I see the asset I want when recommending a product?<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-02-03T16:11:26+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6741\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6741\" href=\"#collapse-1-6741\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">Why can&#8217;t I see the asset I want when recommending a product?<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6741\" aria-labelledby=\"faq_1-6741\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>The Recommendation set up wizard shows all available assets associated with the selected Product\/s.<br \/>\nIf the asset you\u2019re looking for isn\u2019t shown, the most common reasons are:<\/p>\n<ul data-start=\"434\" data-end=\"831\">\n<li data-start=\"434\" data-end=\"560\">\n<p data-start=\"436\" data-end=\"560\">The asset has not been selected for <strong data-start=\"472\" data-end=\"489\">Marketing Use<\/strong>, so it isn\u2019t available in the Client UI.<br \/>\n<strong>See: <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5716\">Marketing Assets.<\/a><\/span><\/strong><\/p>\n<\/li>\n<li data-start=\"561\" data-end=\"672\">\n<p data-start=\"563\" data-end=\"672\">The asset\u2019s access settings prevent it from being viewed by Client roles.<br \/>\n<strong>See: <a href=\"https:\/\/mediastore.support\/?p=6373\"><span style=\"color: #0476d9;\">Access Troubleshooting.<\/span><\/a><\/strong><\/p>\n<\/li>\n<li data-start=\"673\" data-end=\"831\">\n<p data-start=\"675\" data-end=\"831\">The asset has not been set as <strong data-start=\"705\" data-end=\"718\">Shareable<\/strong>, which is required for non-Admin contacts to share the asset with others.<br \/>\n<strong>See: <a href=\"https:\/\/mediastore.support\/?p=6744\"><span style=\"color: #0476d9;\">Set an Asset as Shareable.<\/span><\/a><\/strong><\/p>\n<\/li>\n<\/ul>\n<p>If this doesn\u2019t resolve your issue, please contact<span style=\"color: #0476d9;\">\u00a0<a style=\"color: #0476d9;\" href=\"mailto:support@mediafellows.com\">support@mediafellows.com<\/a>.<\/span><\/p>\n<p>&nbsp;<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6752 access \"><span class=\"entry-title rich-snippet-hidden\">My client cannot download a certain asset<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-02-03T16:11:18+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6752\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6752\" href=\"#collapse-1-6752\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">My client cannot download a certain asset<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6752\" aria-labelledby=\"faq_1-6752\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>First, check whether the asset is downloadable from your Admin account in the Client UI.<\/p>\n<p>If so, review the asset\u2019s access permissions and update them if needed.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5688\">Access Types.<\/a><\/span><\/strong><\/p>\n<p>If the asset is not downloadable from your account, enable download permission or double check the asset is correctly assigned to a product.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6744\">Set an Asset as Downloadable<\/a> <\/span>and <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5783\">Assign an Asset to a Product<\/a><\/span>.\u00a0<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6757 access \"><span class=\"entry-title rich-snippet-hidden\">MediaStore doesn&#8217;t load or loads slowly for me\/my client<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-02-03T16:11:11+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6757\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6757\" href=\"#collapse-1-6757\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">MediaStore doesn&#8217;t load or loads slowly for me\/my client<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6757\" aria-labelledby=\"faq_1-6757\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>Most MediaStore loading issues can be resolved by checking for browser or device conflicts.<br \/>\n<strong>See<span style=\"color: #0476d9;\">\u00a0<a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6313\">Basic Troubleshooting<\/a>.<\/span><\/strong><\/p>\n<p>If this doesn\u2019t resolve the issue, contact <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"mailto:support@mediafellows.com\">support@mediafellows.com<\/a>.<\/span><\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6759 access \"><span class=\"entry-title rich-snippet-hidden\">Why am I not receiving system-generated emails (e.g., sent recommendations)?<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-02-03T16:11:03+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6759\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6759\" href=\"#collapse-1-6759\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">Why am I not receiving system-generated emails (e.g., sent recommendations)?<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6759\" aria-labelledby=\"faq_1-6759\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p>First, check your <strong>Junk\/Spam<\/strong> folders and add MediaStore to your list of safe contacts.<\/p>\n<p>Ensure the email address associated with your account is correct.<br \/>\n<strong>See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=4816\">Edit Profile<\/a><\/span> to update.<\/strong><\/p>\n<p><a href=\"mailto:support@mediafellows.com\"><span style=\"color: #0476d9;\"><strong>Request a copy<\/strong> <\/span><\/a>of the MediaStore mail log to confirm the email was delivered.<br \/>\nThe support team can <strong>forward<\/strong> missing emails or <strong>subscribe<\/strong> you to the full mail log so you can review all system-sent messages.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-faq-post fusion-faq-post-6763 access \"><span class=\"entry-title rich-snippet-hidden\">Why is there data missing in my exported file?<\/span><span class=\"vcard rich-snippet-hidden\"><span class=\"fn\"><a href=\"https:\/\/mediastore.support\/?author=14\" title=\"Posts by Leila Hamdi\" rel=\"author\">Leila Hamdi<\/a><\/span><\/span><span class=\"updated rich-snippet-hidden\">2026-02-03T16:22:33+00:00<\/span><div class=\"panel-heading\"><h4 id=\"faq_1-6763\" class=\"panel-title toggle\"><a data-toggle=\"collapse\" class=\"collapsed\" data-parent=\"#accordian-1\" data-target=\"#collapse-1-6763\" href=\"#collapse-1-6763\" aria-expanded=\"false\"><div class=\"fusion-toggle-icon-wrapper\"><div class=\"fusion-toggle-icon-wrapper-main\"><div class=\"fusion-toggle-icon-wrapper-sub\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/div><\/div><\/div><div class=\"fusion-toggle-heading\">Why is there data missing in my exported file?<\/div><\/a><\/h4><\/div><div id=\"collapse-1-6763\" aria-labelledby=\"faq_1-6763\" class=\"panel-collapse collapse\"><div class=\"panel-body toggle-content post-content\"><p data-start=\"148\" data-end=\"267\">The most common cause of missing data from an exported XLSX file is using filters before exporting.<br \/>\nFiltered-out information will <strong data-start=\"231\" data-end=\"238\">not<\/strong> be included in the export.<\/p>\n<p data-start=\"269\" data-end=\"378\"><strong>Clear all filters<\/strong> from the data range and re-export.<br \/>\nData can be reorganized in the XLSX file once exported.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":14,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-6288","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/pages\/6288","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=6288"}],"version-history":[{"count":6,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/pages\/6288\/revisions"}],"predecessor-version":[{"id":6765,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/pages\/6288\/revisions\/6765"}],"wp:attachment":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=6288"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}