FAQs
FAQs
Frequently Asked Questions
General
Q: I can only download a rendition of an asset, but I would like to download the original asset. How can I do that?
Please contact Karen Holloway to provide you permission to download the original asset.
Q: I downloaded a rendition of a video, and I cannot play it on my computer.
Please download VLC Player instead to open the video, your machine might not have the necessary codec installed. You may need to contact Rowan Support.
Q: I cannot download an asset.
Please contact Karen Holloway with a screen-shot of the issue. Learn how to download assets here.
Q: Can I share assets with users outside of MediaCloud?
Yes, you can share assets with users who do not have a Rowan MediaCloud account. Learn how to share assets here.
Q: What are the browsers MediaCloud supports?
MediaCloud supports the latest major release of Chrome, Firefox and Internet Explorer. On Macs, MediaCloud supports Safari as well.
Q: I forgot my password, how do I reset it?
On the login page of the portal, click the "Forgot Password" link. An email will be sent to you with instructions on how to reset your password.
Sharing Files
Q: Can I share a Lightbox with other users?
Yes. Select share as a Lightbox and add a user. Only the original creator of a Lightbox can make changes that will update the Lightbox. No notifications will be given.
Q: Can changes be made to a shared Web Gallery or Zipped Files?
No. After updates are made, a new link will need to be generated and shared.
Uploading Files
Q: What is the process to upload an asset if you are a contributor?
The steps involved in uploading an asset are as follows:
- Go to the Upload tab and either drag and drop the asset you want to upload or select browse and chose the file you wish to upload.
- Select “Upload And Continue” under the asset that is highlighted in blue.
- Select what Categories your asset should be found in (can be a single Category or multiple Categories).
- You can now add any Attributes, Keywords and Descriptions you want to use for the asset. Please be careful to double-check the spelling as it affects search results. You can go to the next option by using the “Continue” option under the asset and then select “Send For Approval” when you are finished. You are able to select “Send For Approval” at any time after you have added the Category/Categories for the asset.
- You'll then be asked to add the Asset to a new lightbox or to an existing lightbox.
- You can then choose to add the asset to the lightbox now and submit later, or submit the asset right away. If you do submit the asset right away, select the name of the approver you want to have approve the asset from the dropdown list.
- The administrator/approver can go in their account and then approve or disapprove the asset. Once the task is complete, you'll get notified via email.
Q: How do you upload assets if I am not a contributor?
Not everyone can upload assets to MediaCloud. If your account does not allow you to upload assets, but you would like to, please contact Karen Holloway.
Q: I just uploaded my assets but I do not see them yet, what is happening?
Depending upon the number or size of assets you uploaded, it might take some time for you to see the assets in the portal. This is normal.
Q: What is the maximum length of file names?
The maximum length of a file name is 50 characters.
Q: How many assets can I upload at a time?
You can upload up to 500 assets at a time. Uploads can be more than 3T.
Q: I want to upload a large number of files and it's taking a long time uploading through the portal. Is there another way to do it faster?
Yes! Please contact Karen Holloway for bulk-uploading of assets.
Q: Can I upload folders and assets contained within them from my computer to MediaCloud?
You cannot upload folders. You always upload assets (individual files) to MediaCloud and assign them to categories.
Support
Q: If I have an issue, who do I reach out to for help?
If you can't find an answer in the help file or this FAQ, please contact Karen Holloway.