Originals Access Flow Capture FAQ & Troubleshooting

General issues:

• Issues playing content in Flow Capture
• Cannot log into Originals Access Flow Capture (Mac/PC)
• Amazon laptops running AEA can't log into Flow Capture desktop application
• Only see "Inbox" and "Realtime" tabulations on main dashboard
• Cannot see any projects under Desktop on dashboard
• Flow Capture Room (Realtime)
• Downloading Originals Access Flow Capture apps
• How to generate a PDF of comments and time codes
• Need access to Flow Capture but not to a project
• Public Comments
• Issues with corrupted files (e.g. .xml) files
• HDR Playback Issues on Mac OS and Windows OS Devices.

Playlink Issues:

• Playlink is not working troubleshooting
• Enabling Medium Secure playlink
• Download link not displaying for a playlink
• Unavailable: Incorrect IP Address error
• Issue accessing the comments on playlinks
• Medium secure link won't play on Apple TV
• Unable to create a playlink with assets in different folders
• Turn off viewing status of playlinks
• DRM Playback Not Supported Message

Teams/Folders:

• Adding Company Teams to Flow Capture
• Team Permissions explained
• Creating a Private Folder:

iOS Devices:

• Forgot pin on iOS app
• Apple TV Limitations
• Playlink not playing on Apple TV

General issues

Problems Playing back content in Flow Capture:

• Please be sure to close down any other programs as Chrome tends to take up a lot of resources, especially when playing video

• Please close down any screen sharing apps that may be running in the background, such as Zoom or Skype, as they can interfere with playback due to Digital Rights Management (DRM) being triggered

• Chrome is the supported and recommended browser, Firefox is not supported at this time
• If you have any external monitors that you've got connected to a laptop, if you try to view, that may also interfere with playback. Disconnect from external monitor(s) or docking stations
• Switching the resolution from "AUTO" to a fixed resolution (IE, 1080) within the player will also help keep the processing power at a minimum. This can be found by clicking the cog wheel in the bottom right hand corner of the player
• Lastly, make sure that you've got a strong internet connection when attempting playback. You can do a Connectivity Status Check within Flow Capture which will tell you your speeds etc, as well as indicate any connection issues with a red indicator

• Confirm that the system that you're on meets our Minimum System Requirements. You'll need to be on Chrome 94 or later, and macOS 10.12.1 or Windows 10 (or later) in order to view

More tips:

Try clearing cache and cookies on your browser

Try logging in using a different browser, such as Safari (Mac) or Microsoft Edge (PC), to see if the issue persists, Firefox is not a supported browser

Check for Chrome updates, update and relaunch after update

Try Uninstalling the current version of Google Chrome and then reinstalling 

Try an Incognito window

Try disabling any browser extensions or plugins that may be interfering with the website's functionality

Check time on the device. Computer must match time zone for Flow Capture to authenticate

Try a different internet connection is case firewalls or VPN is an issue, such as a different WiFi network or mobile hotspot

If the issue persists on a different connection, please take these steps and include in your ticket to Support:

1. Make sure that Flow Capture is open (https://app.originalsaccess.moxion.io/login), and that Flow Capture is the Browser tab that’s selected. Enter your email and click Next
2. Open up the dev console using the following shortcut, depending on the OS and browser you’re on:

MAC OS
Chrome: Command + Option + J
Safari: Safari Menu --> Preferences, select Advanced Tab, then check “Show Develop menu in menu bar.” Once checked, use Option + Command + C
3. Make sure the “Console” tab is selected within the console that opens
4. Take a screen capture (or several if not everything fits into one) and reply back to support ticket email with those attached
5. Select the 'Network' table and take a screen shot/capture

User cannot log into Flow Capture on PC or Mac:

Checked the time setting on the machine.  Incorrect time will not allow to access Flow Capture

Amazon Laptops running AEA can't log into Flow Capture Desktop Application:

Amazon Enterprise Access (AEA) does not support the Flow Capture application on Amazon laptops running AEA
It will work when using VPN, or on the Corporate Network as then the app does not go through AEA
The desktop app version is used by vendors and oa.com e-mail accounts

Can only see "Inbox" and "Realtime" tabulations on their Dashboard:

Permissions may be set to Inbox only mode. Please reach out to your Production Admin/Amazonian contact if you think this is incorrect

https://help.moxion.io/article/374-inbox-only-mode

Cannot see any Projects under Desktop on Dashboard:

In order for a Flow Capture project to show in your Flow Capture Desktop, you must be added to a team that has permissions to a folder or have been sent a playlink
The best way to think about it is being added to the “All Members” team, like you are for LELE, you are granted to a hotel lobby (you can log into Flow Capture)
However to get access to a room (a specific folder or to see it on your Desktop, you will need to be given a key to the specific room (Production Admins can assign you to a team or send you a playlink).

If you are not a part of a team or have not been sent playlinks, you will not see the project
For security and production visibility reasons, Amazon Studios Support does not assign members to specific teams or send play links on behalf of the production. Please reach out to your Production Admin/Amazonian contact

Flow Capture Rooms (Realtime) 

Downloading Originals Access Flow Capture apps

Please use the link below to download any of the following Originals Access Flow Capture apps:
• Amazon Originals Access MacOS App (Mac)
• Amazon Originals Access desktop app for PC (PC)
• Amazon Originals Access for iOS (iPad and iPhone)
• Amazon Originals Access for Apple TV 
• Amazon Originals Access for Fire TV

Android OS is not supported at this time

https://resources.moxion.io/amazon-downloads

Cannot generate a PDF of comments and time codes:

Please have the information below when opening a ticket for Support:

1. Please confirm the path to the folder where you generating the PDF file for comments and timecode in a ticket to support. A link to the folder would suffice
2. When was the comments were made on the asset?
3. Is this issue happening only to yourself or any other members?
4. Is this issue happening only to any specific folder assets or all of them? It helps us to isolate the issue
5. Please confirm which browser you are using
6. What happens if you try a different browser? For example: If the issue happens in Chrome then what happens if tried on Safari or vice-versa?
7. Are you using VPN?, If so, please disconnect the VPN and try again
8. In order to accelerate our investigation and work towards resolving, we’ll need to view the dev console from the browser that you’re on. In order to send us that, please refer to the steps below:
   1. Make sure that Flow Capture is open, and that Flow Capture is the Browser tab that’s selected
   2. Open up the dev console using the following shortcut, depending on the OS and browser you’re on:
      
      MAC OS
      Chrome: Command + Option + J
      Safari: Safari Menu --> Preferences, select Advanced Tab, then check “Show Develop menu in menu bar.” Once checked, use Option + Command + C
      
      WINDOWS
      Chrome: Shift + Ctrl + J
      Microsoft Edge: CTRL + Shift + I
   3. Make sure the “Console” tab is selected within the console that opens
   4. Take a screen capture (or several if not everything fits into one) and reply back to this email with those attached

Need access to Flow Capture but not to a specific project:

Unfortunately, for security reasons, we do not provide general Flow Capture access. Flow Capture access is granted on the project level and must be approved by a Production Admin

Public Comments:

It's currently not possible to set comment visibility from private to public within Flow Capture

By Default - Everyone is able to View comments in Flow Capture

Issue with corrupted files such as XML files try this setting on the folder:

We recommend to use non-transcode folder setting, which essentially turns any folder into one that is explicitly intended for sharing original files (instead of processing them for viewing or playback on Flow Capture, in the case of actual playable assets).
See below screenshot for where to find that toggle (it's set to OFF in the screenshot):

This is always a good setting to toggle in cases where you just want to share files in their original form.
They can be uploaded and then shared with others for downloading, and will be done so with the files themselves being untouched
Note that of course, in the case of actual playable files like audio or video, they won't be transcoded for playback within the platform

HDR Playback Issues on Mac OS and Windows OS Devices.

Flow Capture currently supports HDR playback only on the iPad app, iPhone app, and Apple TV app. When attempting to review HDR content in a browser or the Flow Capture Desktop App, the system will automatically play the SDR proxy file generated upon upload.

Flow Capture team is working towards adding HDR playback within the browser in future releases of Flow Capture. In the meantime, this content can be reviewed in HDR using one of the apps mentioned above.

Playlink Issues:

Playlink not working troubleshooting:

1. Confirm that you are using Google Chrome as browser

2. Check error message

3. Restart the system for all the background tasks to end

4. Please click on this browser link and attach a screenshot

5. Check for any browser updates and Try accessing the asset in Incognito mode

6. Also try to access the asset on a different internet connection 

7. Is this the only video file demonstrating this issue or if there are others?

8. Please also click on the 'All productions" tab in your Flow Capture Inbox and let us know what you see there?

9. Are you using an external monitor to view the asset? If so, please try disconnecting and try again 

If this does not resolve the issue please provide the following information in a Support ticket:

Who did you receive the playlink from?
Do you know the folder path where the asset is located?
Would you be able to provide a video of the issue you're experiencing?

Enabling Medium Secure Playlink:

Please create a ticket for Amazon Studios Support with which production and folder you are requesting Medium Secure access for 

Download link not displaying for a Playlink:

1. Check user can play the playlink first
2 Please try a different browser (i.e Chrome) and incognito mode.
3. Please clear the cache and cookies for the browser.
4. Connect to a different internet network.
5. Check with the sender for download permissions to be enabled.
6. Try Re-scaling the browser to full screen
7. Try on a different system (Laptop or computer)

Issue accessing the comments on playlinks:

When you leave a comment on a Playlink, you are only able to view your own comments.
These comments are compiled within the Participants folder. To access all comments, you would need to navigate to the specific asset within the folder.

Medium secure link won't play on Apple TV:

Medium Secure playlink users are not able to use the app as the content they've received is specific to the account-agnostic link in their email

Unavailable: Incorrect IP Address" error:

Location Restriction - Enables IP-based location restriction for the playlink. The first place a viewer opens it will be the only place they're able to watch it afterwards (e.g. if they open it at home, they won't be able to watch it at the office). Note that this can happen even on the same network but if they connect to VPN. Recommendation is to have the playlink resent from the person who had originally sent. It is recommended to dedicate time and location to watch clip/movie in it's entirety if Location Restriction is enabled.

Link to Flow Capture Help Article: Making Playlinks

Unable to create a playlink with assets in different folders:

• Playlinks are created at the Folder level, so it's not possible to create Playlinks across Folders
• The workaround for this would be to create a Playlinks Folder, then use Manage Assets to move or copy assets across Folders you'd like to send as a Playlink: Move, Copy and Manage Assets.

Turn of viewing status of playlinks:

DRM Payback Not Supported Message Pop Up:

To resolve, you can try the following troubleshooting tips:

• Turn off any screen sharing apps - like Zoom, Skype, or others you may have in the background. Try using a different browser such as Chrome or Edge. It's also recommended that you restart your system.
• If you're trying to play back on a monitor, try unplugging the display from your computer, and playing again once you've disconnected. If it plays fine, it may be your adapter! While Flow Capture doesn't have a problem with external monitors generally, sometimes if there's an adapter between the Mac and the monitor it throws an error. If you discover that may be the case, try connecting it directly with a Thunderbolt/Displayport/HDMI cable.
• If you're accessing a machine remotely, please try watching the videos on your local computer.
• Additionally, DisplayLink docks and devices, while convenient, are a software workaround for hardware limitations on M1 series Macs and are unsupported for playback.
  They work by creating one ultra-ultra-wide desktop canvas, cutting it in half and then sending each half to different displays. This is done by the DisplayLink device directly, functioning as a sort of capture-card. Because you needed to enable Screen Recording to do this (and because the DisplayLink is recording/rendering/outputting the display) this would trigger our DRM as a Screen Recording is technically taking place. We would recommend connecting a single monitor/cable where available to play back on these devices.
• Enable hardware Decoding - an important part of DRM across Flow Capture and the production has opted to now allow for insecure playback.
  1. Open Chrome and go to Settings: Launch Google Chrome on your computer. At the top right corner, click the three vertical dots and scroll down the options to select Settings.
  2. Navigate to System and enable hardware acceleration: Towards the bottom of the left pane, click System. Under the System section, toggle on the switch next to Use graphics acceleration when available. Click the Relaunch prompt that appears beside the toggle switch to close and reopen Chrome.
  3. Confirm hardware acceleration is active: Navigate to the Chrome Settings page once more (if it hasn't opened automatically) and confirm the hardware acceleration option is enabled.
     • Alternatively, type: chrome://gpu/ in Chrome's address bar to get detailed information about Chrome's GPU usage. If hardware acceleration is active, you'll see "Hardware accelerated" beside the tools under Graphics Feature Status.
     • If enabling GPU Acceleration doesn't resolve the issue. Download and install Originals Access Flow Capture Desktop application, and Click on Open in Flow Capture Desktop option. As per Flow Capture support this will allow non-managed users to access the medium secure playlink in the desktop app without logging in.
       

Teams / Folders:

Team Permissions Explained:

Assigning users/teams to the Production Level gives 100% visibility and access across all folders within a Production until they are removed from the Production Level - these users/teams cannot be removed from folders on an ad-hoc basis. 

Categories of teams:

Company Teams - This contacts list/team is accessible across all productions in a Company (Global Address Book). This must be created by a Company Admin. Please contact Support along with Justification, list of members and productions

Production Teams - This contacts list/team is accessible only to this specific Production (Production Address Book)

When assigning Teams:

Company Level - Teams assigned at the Company Level have access to every Productions/Folder within a Company

Production Level - Teams/users assigned at the Production Level have access to every Folder within a Production with the default Permission Set granted to that team/user

Setting up teams and users

Manage teams

Creating a Private Folder:

Please reach out to Amazon Studios Support to remove company administrators from a folder. 
Please note that this will greatly limit any support from Amazon Studios Support and Flow Capture support including adding/removing members and permissions.

iOS Devices:

Forgot PIN for iOS apps (Apple TV, iOS iPad, iOS iPhone):