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Purpose: Troubleshoot common Backlot Delivery Portal issues Prerequisite: Delivery Portal access Audience: Amazon MGM Studios Vendors |
Frequently Asked Questions
Q: Why is my upload slow? What should I do?
A: Make sure that the preferences for Aspera Connect do not have any limits set on the bandwidth tab. If that does not increase upload speed, try adjusting the transfer speed via the transfer monitor. https://www.ibm.com/docs/en/aspera-shares/1.10?topic=tf-monitoring-transfers
Q: Why did my upload fail? What should I do?
A: Check your firewall permissions to confirm that your computer has access to upload assets through Aspera Connect. If you are still experiencing upload failures, please inform you Amazon MGM Studios Contact and reach out to IBM for assistance.
Q: I made a mistake on my upload and already marked it as complete, how do I redeliver the asset?
A: Reach out to your Amazon MGM Studios contact and request that they reject the work order. Once rejected, you will see that the “upload with Aspera Connect” button is now blue again and you can upload the correct asset.
Q: I forgot my password, how do I reset it?
A: Click on "Request Password Reset Email" on the Delivery Portal login page and you will receive an email to reset your password.
Q: I installed the latest version of Aspera Connect but am still being prompted to update from the Vendor Delivery Portal, what should I do?
A: Complete the following steps:
- Confirm you updated/installed Aspera Connect correctly by following these instructions: https://support.amazonstudios.com/hc/en-us/articles/13963973459860-Upgrade-IBM-Aspera-Connect
- Open the Aspera Connect App on your desktop
- Navigate to the Vendor Delivery Portal and attempt to initiate an upload
- If prompted to update to a newer version, wait a few seconds for the file select window to open (Aspera may take a moment to identify that your desktop Aspera app is updated)
- If you are still prompted to update to a newer version, visit https://test-connect.ibmaspera.com/ and run a transfer test
- Open a support ticket and paste the results in the description field (https://support.amazonstudios.com/hc/en-us/requests/new?ticket_form_id=23562327623060)