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The VFX Media Review pipeline allows vendors or production users to submit VFX media to the production 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.  

Incorrect File Type Uploaded 

If a file type other than a .CSV is uploaded, an error message will display “Incorrect file type. Please import .CSV file.” and your upload will not progress.  

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Figure A

Resolution: Ensure that you are uploading a .CSV file that meets our delivery specifications.  Then upload a new .CSV by clicking the Upload New File button. 

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Figure B

 

Required Column Is Missing From Your CSV 

If the uploaded CSV file is missing a required column the Import window will display an error message displaying which required column is missing. 

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Figure C

Resolution: Update your CSV to include all required fields (additional specs found here). Then click Upload New File from the error window and your updated CSV will be parsed. Next you will set your source and your files will be added to your submission. 

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Figure D

 

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

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Figure E

Resolution: Ensure that your .CSV has file extensions listed in the ‘Version Name’ column and that it meets our delivery specifications.  Then upload your new .CSV by clicking the Upload New File button.

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Figure F

Oops, We Couldn't Find Any Source Materials

When you try to import media that isn’t nested in a parent folder, you will see an error that your source materials couldn’t be found. Our import profile requires you to import any assets for VFX Media Review in a parent folder. Please select the back button and either select the parent folder that contains the files you wish to import or navigate to workspaces to drag your files into a parent folder.

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Figure G

Files Have Not Completed Upload in Workspace 

When you have assets that are not fully upload in Workspace but are listed within your CSV, an error message will populate in the Review Assets window. The error message will display files not uploaded.

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Figure H

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. The error message will display Missing Metadata. 

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Figure I

Resolution 1: Update your CSV to include missing assets. Click Import from the Review assets window.  Then click the arrow to the right of the Import from Workspace button and click Import Asset List to import your updated CSV file. Your updated CSV will be parsed again, you will set your source and any added files will be added to your submission. 

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Figure J

Resolution 2: If the extra file is not needed for this submission you can click Import add any notes to your submission and then click Submit.

 

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 once you click submit. The error message will display “There are items found that were not imported yet. Please import them to submit a request.”

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Figure K

Resolution 1: If the files are not needed for this submission, click the boxes next to your files that say In Progress. Then Click the Remove from Request under the Import from Workspace button. 

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Figure L

Resolution 2: If the files are needed for this submission, upload the missing files to your source folder for this import. Click the Import from Workspace button, select your source folder, click Import and your missing files will be added to your submission. 

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Figure M

Resolution 3: If you have imported the files but the status has not updated, refresh the page.

Submission Not Processing

It has been more than 3 hours and I haven’t received an email notification and my submission is still ‘in progress’

Resolution 1: Open up your submission and check if you selected ‘Submit’. If you see ‘Draft’ next to the Submit button, you still need to select ‘Submit’. 

Resolution 2: 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. 

Resolution 3: Open up the workspace folder where you uploaded your files. Select the info icon to confirm all your files completed upload. If not, re-upload these files in workspace, cancel your mailbox submission and create a new submission with a new name once files complete upload. 

FAQ

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. 

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 3 hours, but typically should take under an hour. If it has been more than 3 hours since you hit ‘Submit’ 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 submit?

You can close your window once you hit 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 hit ‘Submit’, 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 hit the ‘Submit’ button yet, you can select which files you want to remove and hit ‘remove from submission’ 

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Figure N

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. Please see here for more info. 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.  

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Figure O

One of my files failed 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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