The VFX Media Review pipeline allows vendors or production users to submit VFX media to the studio for review. Submissions are uploaded to Workspace and prepped and submitted through the VFX Media Review pipeline in the Mailbox tab. Errors can occur during this workflow for a variety of reasons. If you are still having issues after trying the recommended troubleshooting steps, please file a Content Hub support ticket making sure to include: screenshots of the error and the CSV file used in the submission.
Duplicate Submission Name
If you try to name a submission with an existing submission name you will see an error message that says “Duplicate Submission Name Found. Please use a different one” and you will NOT be able to continue with your submission.
Resolution: Rename your submission to something unique that follows our naming best practices.
Incorrect File Type Uploaded
If a file type other than a .CSV is uploaded, you will NOT be able to select your file.
Resolution: Ensure that you are uploading a .CSV file that meets our delivery specifications. Then upload a new .CSV into your submission folder in Workspace and continue the submission workflow with your previously created submission.
Required Column Is Missing From Your CSV
If the uploaded CSV file is missing a required column the Review Import window will display an error message displaying which required column is missing.
Resolution: Update your CSV to include all required fields (additional specs found here). Then upload a new .CSV into your submission folder in Workspace and continue the submission workflow with your previously created submission.
No File Extension or A File Extension Not Meeting the Specifications
If your uploaded .CSV has missing file extensions listed in the ‘Version Name’ column , or has fields with file extensions that do not meet our delivery specifications, your .CSV will not process. The error message will display what file extensions are missing or what files are not meeting our delivery specification.
Resolution: Ensure that your .CSV has file extensions listed in the ‘Version Name’ column and that it meets our delivery specifications. Then upload a new .CSV into your submission folder in Workspace and continue the submission workflow with your previously created submission.
There was an error with your selection
When you try to import media that isn’t nested in a parent folder and there are other folders in your Workspace, you will see an error that says, “There was an error with your selection. Please make sure the source folder does not have nested folders in it.”
Resolution: In Workspace move your files into a parent folder and then continue the submission workflow with your previously created submission.
CSV Is Missing Files Contained In Source Folder
When you have assets that are not listed in your CSV but are contained within your Workspace folder an error message will populate in the Review Assets window.
Resolution 1: Update your CSV to include missing assets. Then select Go to Workspace To Replace CSV. Upload the new CSV, then navigate back to your submission and select Retry with completed files.
Resolution 2: If the extra file is not needed for this submission you can select Ignore all missing assets and then continue with the submission workflow.
Source Folder has less files than your CSV
When you have a file listed in your CSV but is not contained in your Workspace folder an error message will populate in the Review Assets window.
Resolution 1: If the files are needed for this submission, upload the missing files to your source folder for this import by selecting Go to Workspace to Upload Missing Files. Upload your files, then navigate back to your submission and select Retry with Completed Files.
Resolution 2: If the files are not needed for this submission, select Ignore all missing assets and continue with the submission workflow.
Files Have Not Completed Upload in Workspace
When you have assets that are not fully uploaded in Workspace but are listed within your CSV, an error message will populate in the Review import window. The error message will display “There was an error with your selection. Please make sure all files in the folder are done uploading.”
Resolution 1: Restart the upload via Aspera Connect and allow files to completely upload. Then continue with your submission workflow.
Resolution 2: Delete the incomplete files from the Workspace folder and then initiate a new upload via Aspera Connect. Once the upload is complete, continue with your submission workflow.
Submission Not Processing
It has been more than 6 hours and I haven’t received an email notification and my submission is still ‘in progress’
Resolution: Open up your submission and select the status next to each file. If you see a failed status next to one or more files, but the submission still says ‘In Progress’, please reach out to support.
What happens to ‘my workspaces’ files once submitted.
These files stay in your workspace until you move or delete them. We also copy these files and share them in a “[Vendor]_StudioReview” folder so the Studio has access to the source files uploaded. Please note, 180 days after the title launches, we will purge files in workspace if not included in a submission. If files were included in a submission, these will be archived.
Who specifically receives the shot(s) once submitted and processed
Your VFX contacts at the Studio receive these shots.
How long should it take from upload to ready?
Depending on the size of your files and submission, the SLA from upload to the success email notification is 6 hours, but typically should take under an hour. If it has been more than 6 hours and you checked the troubleshooting steps above and do not see any issues, please reach out to Support.
Do I have to leave my window open after pressing confirm and submit?
You can close your window once you confirm and submit. At anytime, you can re-open the mailbox submission to check the status of your files.
What happens if I delete the files from workspaces? (Does it delete it from Shotgrid as well?)
Once your submission has successfully gone through and you’ve received a success email notification, you can delete these files from your workspace. Please do not delete these files until after the submission is complete. Deleting these files after your submission is complete does not delete anything from Shotgrid.
What should I do if I accidentally send the wrong version of a shot?
If you’ve already submitted your shots, you can create a new submission with the correct version and reach out to your VFX contact. You can also cancel your submission, create a new one with all the correct files. Please reach out to your VFX contact to let them know.
I imported the wrong CSV or want to remove line items from my submission
If you haven’t selected the Confirm and Submit button yet, you can select the back button to update your submission.
I canceled my submission before sending it, but want to create a new submission. Do I need to rename my submission?
No, if you cancel a submission, this submission will be discarded and removed from the Mailbox UI. You can create a new submission with the same name.
Do I need to wait until my files are fully uploaded before creating a submission in Mailbox?
Yes, please wait until you receive a successfully uploaded email from Content Hub. Please make sure your Content Hub upload notifications are turned on. If you did not upload these files, but were shared the files, you can check the status of the files by navigating to Workspace Shares, and hovering over the folder and selecting the ‘i’ icon.
One of my files failed to encode, what do I do?
Please check the delivery specs article for supported formats. If the encode error message isn’t clear, please reach out to Support for more info.
If the files you uploaded were out of spec, please reprocess, re-upload and create a new submission to submit to the studio.
I received an upload failed email notification, what do I do?
Please re-upload the files that are listed in your email notification in workspaces and create a new submission. The failed submission will be automatically canceled and removed from the Mailbox UI. You can create a new submission using the same name once your files are uploaded and ready to submit.
I didn’t receive an email notification, but my submission says ‘Completed’
Please reach out to Support and your VFX contact with the name of your show and submission.
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