{"id":6373,"date":"2026-01-23T14:52:25","date_gmt":"2026-01-23T14:52:25","guid":{"rendered":"https:\/\/mediastore.support\/?p=6373"},"modified":"2026-02-03T14:01:35","modified_gmt":"2026-02-03T14:01:35","slug":"access-troubleshooting","status":"publish","type":"post","link":"https:\/\/mediastore.support\/?p=6373","title":{"rendered":"Access 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>Many content availability issues can be resolved by ensuring asset, product, and contact access settings match.<\/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=\"3\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">1. Check Platform Roles<\/h3>\n<\/div><div class=\"fusion-text fusion-text-3\"><ul>\n<li>Go to <strong>Contacts<\/strong><\/li>\n<li>Select the contact\/s having issues<\/li>\n<li>In the preview panel on the right, check the users <strong>Platform Role<\/strong><\/li>\n<\/ul>\n<p><strong>For details on the access of each role, see:<\/strong> <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5692\">Platform Role Types.<\/a><\/span><\/p>\n<p><strong>To update to a new platform role, see:<\/strong> <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=4950\">Manage Contact Platform Roles.<\/a><\/span><\/p>\n<p><strong>To view your website with the user&#8217;s permissions, see:<\/strong> <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=4835\">Impersonate a Contact.<\/a><\/span><\/p>\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=\"14\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">2. Check Product Access Level<\/h3>\n<\/div><div class=\"fusion-text fusion-text-5\"><ul>\n<li>Go to <strong>Products<\/strong><\/li>\n<li>Select the product\/s that your client is unable to view<\/li>\n<li>In the preview panel on the right, check the colour-coded <strong>Access Level<\/strong> bar<\/li>\n<li>Click a new access level directly to update<sup><small>1<\/small><\/sup><\/li>\n<\/ul>\n<p><strong>For details on access levels, see:<\/strong> <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5688\">Access Level Types.<\/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=\"16\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">3. Check Asset Access Levels<\/h3>\n<\/div><div class=\"fusion-text fusion-text-7\"><ul>\n<li>Go to <strong>Products<\/strong><sup><small>2<\/small><\/sup><\/li>\n<li>Open the product\/s with assets that your client is unable to view<\/li>\n<li>Go to the <strong>Assets<\/strong> tab<\/li>\n<li>Select the relevant asset\/s to open its preview panel<\/li>\n<li>Review the colour-coded <strong>Access Level<\/strong> bar<\/li>\n<li>Click a new access level directly to update<sup><small>1<\/small><\/sup><\/li>\n<\/ul>\n<p><strong>For details on access levels, see:<\/strong> <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5688\">Access Level Types.<\/a><\/span><\/p>\n<p>&nbsp;<\/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=\"19\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">4. Check Asset Status<\/h3>\n<\/div><div class=\"fusion-text fusion-text-9\"><p>Only <strong>Available<\/strong> assets will be displayed in the Client UI.<\/p>\n<ul>\n<li>Go to <strong>Assets<\/strong>, or enter the asset name\/s in the search bar<\/li>\n<li>Check the <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6358\"><strong>Ingest Status<\/strong><\/a><\/span> in the top-line information<\/li>\n<\/ul>\n<p><strong>If the asset ingest status shows Pending or Ingesting:<\/strong> wait up to 12 hours to ensure ingest has fully completed<\/p>\n<p><strong>If the asset ingest status shows Failed:<\/strong><\/p>\n<ul>\n<li>Check the original file in your local drive<\/li>\n<li>Check the technical specifications for any abnormal details<\/li>\n<li>Go back to the asset in the Admin UI, click the three-dot settings menu and select <strong>Re-ingest<\/strong><sup><small>1<\/small><\/sup><\/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<ul>\n<li>Check the <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=6358\"><strong>Review Status<\/strong><\/a><\/span><\/li>\n<li>Select the asset\/s your client is unable to view<\/li>\n<li>Check the <strong>Status<\/strong> in the preview window or asset details<\/li>\n<\/ul>\n<p><strong>If the asset is not Available:<\/strong> open the asset details, click the <strong>Edit<\/strong> icon &#x270f;&#xfe0f;, and change <strong>Status<\/strong> to <strong>Available<\/strong>.<sup><small>1<\/small><\/sup><\/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=\"22\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">5. Check for Marketing Use<\/h3>\n<\/div><div class=\"fusion-text fusion-text-11\"><p>Only assets flagged for <strong>Marketing Use<\/strong> are typically displayed within Products in the Client UI.<small><sup>3<\/sup><\/small><\/p>\n<ul>\n<li>Open the product\/s with assets that your client is unable to view<\/li>\n<li>Go to the <strong>Assets<\/strong> tab<\/li>\n<li>Click the star icon &#x2b50;&#xfe0f; next to the asset\/s to enable or disable marketing use<\/li>\n<\/ul>\n<p><strong>For details on marketing use, see:<\/strong> <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-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 class=\"fusion-text fusion-text-13\"><p>&nbsp;<\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<p><small><sup>1<\/sup> Some actions are only available to Admin users. See <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"https:\/\/mediastore.support\/?p=5692\">Platform Role Types<\/a><\/span> for details<\/small><\/p>\n<p><small><sup>2<\/sup> 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 <strong>All Assets<\/strong>.<\/small><\/p>\n<p><small><sup>3<\/sup> If the asset is accessed in the Client UI outside a product (e.g. directly, via a Screening Room, or a Recommendation), <strong>Marketing Use<\/strong> is <em>not<\/em> applicable.<\/small><\/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":[580,544,551],"tags":[],"class_list":["post-6373","post","type-post","status-publish","format-standard","hentry","category-access","category-started","category-troubleshoot"],"_links":{"self":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6373","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=6373"}],"version-history":[{"count":15,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6373\/revisions"}],"predecessor-version":[{"id":6738,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6373\/revisions\/6738"}],"wp:attachment":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=6373"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=6373"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=6373"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}