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Purpose: Troubleshoot common Backlot Source Library issues Prerequisite: Access to Backlot Source Library Audience: Vendors and external users |
Okta Issues
Q: I’m having issues authenticating via Originals Access, what should I do?
A: Submit a ticket here. Please include any error codes or screenshots that may be helpful to troubleshoot.
Aspera Connect Issues
Q: I’m having issues downloading via Aspera Connect, what should I do?
A: A full list of common issues can be found on the Aspera Connect website here. The most common troubleshooting steps include:
- Aspera Connect Version - Check that you have the latest version of Aspera Connect downloaded
- Aspera Connect Extension - There are separate Aspera Connect extensions for each browser. Confirm the browser you are using has the Aspera Connect extension downloaded.
- VPN Issues - Some VPNs will disable the Aspera Connect functionality. Try disabling your VPN and restarting the download.
If you continue to experience issues, submit a ticket here. Please include any error codes or screenshots that may be helpful to troubleshoot.
Asset / Content Issues
Q: I’m having issues accessing the asset after I download it, what should I do?
A: Submit a ticket here. Please include any error codes or screenshots that may be helpful to troubleshoot.
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