{"id":6342,"date":"2026-01-19T16:49:35","date_gmt":"2026-01-19T16:49:35","guid":{"rendered":"https:\/\/mediastore.support\/?p=6342"},"modified":"2026-05-05T13:27:41","modified_gmt":"2026-05-05T13:27:41","slug":"video-troubleshooting","status":"publish","type":"post","link":"https:\/\/mediastore.support\/?p=6342","title":{"rendered":"Video &#038; Asset Troubleshooting"},"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\"><div class=\"fusion-text fusion-text-1\"><p>Assets not loading, and common video playback issues including slow buffering or unavailable content, may be resolved by completing the steps below.<\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-bottom:50px;width:100%;\"><div class=\"fusion-separator-border sep-single sep-solid\" style=\"--awb-height:20px;--awb-amount:20px;border-color:#e2e2e2;border-top-width:1px;\"><\/div><\/div><div class=\"fusion-text fusion-text-2\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"5\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"15\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">1. Define the Issue<\/h3>\n<\/div><div class=\"fusion-text fusion-text-3\"><p>Ask the client to share precise information on the issue they are having, including:<\/p>\n<ul>\n<li>Which users are having this issue<\/li>\n<li>Browser and platform used<\/li>\n<li>Asset details or examples such as asset title(s), associated product(s), asset ID(s)<\/li>\n<li>Screenshots or recordings<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-4\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"7\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"20\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">2. Check Asset Ingest<\/h3>\n<\/div><div class=\"fusion-text fusion-text-5\"><p>Larger files like HD feature-length video can take longer to ingest, and will not be available to clients before ingest has completed.<\/p>\n<ul>\n<li>Log in the the Admin UI, go to <strong>Assets<\/strong>, and search the asset code provided by the client<\/li>\n<li>Open the asset and check the asset <strong>Status<\/strong><\/li>\n<\/ul>\n<p><strong>If the ingest status shows Available:<\/strong> proceed to step 3<\/p>\n<p><strong>If the ingest status shows Pending or Ingesting:<\/strong> wait up to 12 hours to ensure ingest has fully completed<\/p>\n<p><strong>If the ingest status shows Failed:<\/strong><\/p>\n<ul>\n<li>Check the <strong>original file<\/strong> playback on your default player<\/li>\n<li>Check the <strong>technical specifications<\/strong> for any abnormal details<\/li>\n<\/ul>\n<p><em>While MediaStore&#8217;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. <\/em><em>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. <\/em><em>Also, consider using single stereo audio tracks only.<\/em><\/p>\n<ul>\n<li>Go back to the asset in the Admin UI, click the three-dot settings menu and select <strong>Re-ingest<\/strong><\/li>\n<li>Wait up to 12 hours to ensure ingest has fully completed<\/li>\n<\/ul>\n<p><strong>If ingest continues to show pending or failed after 12 hours, contact<\/strong> <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"mailto:support@mediafellows.com\">support@mediafellows.com<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-6\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"9\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"10\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">3. Check Asset in the Admin UI<\/h3>\n<\/div><div class=\"fusion-text fusion-text-7\"><ul>\n<li>Log in to the Admin UI, go to <strong>Assets<\/strong>, and search for the asset provided by the client<\/li>\n<li>Open the asset and view or test playback in the Admin UI<\/li>\n<li>Click the three-dot settings menu and select <strong>Preview as Client<\/strong> to view or test playback in the Client UI<\/li>\n<li>Impersonate the user&#8217;s <a href=\"https:\/\/mediastore.support\/?p=5692\"><span style=\"color: #0476d9;\">Platform Role<\/span><\/a> to check if access permissions are preventing them from viewing the asset: see<span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=4835\"> Impersonate a User <\/a><\/span><\/li>\n<\/ul>\n<p><strong>If the asset has issues in the Admin UI:<\/strong> Check security features, see: <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6313\">Basic Troubleshooting.<\/a><\/span><\/p>\n<p><strong>If the asset only has issues in the Client UI:<\/strong> Check security features <strong>and<\/strong> access settings: see <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6313\">Basic Troubleshooting<\/a><\/span> and <span style=\"color: #ff0000;\"><span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6373\">Access Troubleshooting<\/a><\/span>.<\/span><\/p>\n<p><strong>If the asset shows\/streams as expected in both the Admin UI and the Client UI:<\/strong> Check the user&#8217;s <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5692\">Platform Role<\/a><\/span> allows access to the desired content.<\/p><\/p>\n<\/div><div class=\"fusion-text fusion-text-8\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"11\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"6\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">4. Check the Asset is Assigned to the Product<\/h3>\n<\/div><div class=\"fusion-text fusion-text-9\"><ul>\n<li>Open the asset <strong>details<\/strong> in the Admin UI<\/li>\n<li>Go to the <strong>Products<\/strong> tab to review<\/li>\n<\/ul>\n<p><em>Only assets assigned to Products are typically displayed in the Client UI.<\/em><\/p>\n<p><strong>If the product is missing or incorrect:<\/strong> re-assign the asset; see <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5783\">Assign an Asset to a Product<\/a><\/span><\/p>\n<p><strong>If the product is listed as expected: <\/strong>check the asset is selected for marketing use; see <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5716\">Marketing Assets<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-10\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"13\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"26\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">5. Reproduce the Issue<\/h3>\n<\/div><div class=\"fusion-text fusion-text-11\"><ul>\n<li>Hard refresh to ensure any changes made have updated<\/li>\n<li>Try video playback using a different, up-to-date browser (e.g. Chrome, Firefox, Safari, Edge)<\/li>\n<li>Use a private\/incognito window to test if browser extensions or cache is blocking playback<\/li>\n<\/ul>\n<p><strong>If the issue persists, contact<\/strong> <a href=\"mailto:support@mediafellows.com\"><span style=\"color: #0476d9;\">support@mediafellows.com<\/span> <\/a><strong>with the details:<\/strong><\/p>\n<ul>\n<li>User <strong>name<\/strong> and <strong>email<\/strong> address of yourself and\/or client<\/li>\n<li>All <strong>browser<\/strong> names and <strong>versions<\/strong> tested<\/li>\n<li>All <strong>operating systems<\/strong> and <strong>versions<\/strong> used<\/li>\n<li><strong>Asset name\/s<\/strong><\/li>\n<li><strong>Outcomes<\/strong> of troubleshooting steps above<\/li>\n<li><strong>Screenshots<\/strong>, recordings or any other supporting information<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-bottom:50px;width:100%;\"><div class=\"fusion-separator-border sep-single sep-solid\" style=\"--awb-height:20px;--awb-amount:20px;border-color:#e2e2e2;border-top-width:1px;\"><\/div><\/div><div class=\"fusion-text fusion-text-12\"><p>&nbsp;<strong>Did this resolve your query? <\/strong>Contact <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"mailto:support@mediafellows.com\">support@mediafellows.com<\/a><\/span> for further help.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":14,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[561,547,560,551],"tags":[],"class_list":["post-6342","post","type-post","status-publish","format-standard","hentry","category-asset-details","category-assets","category-asset-basics","category-troubleshoot"],"_links":{"self":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6342","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/types\/post"}],"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=6342"}],"version-history":[{"count":9,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6342\/revisions"}],"predecessor-version":[{"id":7191,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6342\/revisions\/7191"}],"wp:attachment":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=6342"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=6342"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=6342"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}