Support

Has something unexpected happened in your system, these articles might explain why.

I cannot see embedded metadata such as IPTC
If I upload a file that has metadata embedded in it, such as an image file with IPTC, this is not being shown against the file in the Starter system. Th...
Fri, 29 Jan, 2021 at 10:54 AM
The 'Last time you logged in' Widget is not accurate
If I look at the 'Last time you logged in' widget in the Dashboard it often does not display the correct date and time of my last login. This ...
Thu, 28 Jan, 2021 at 2:17 PM
I can't see the Add Folder button
If you cannot see this button it may well be because you do not have any files in your system yet, you just need to drag and drop a single file through the ...
Fri, 18 Dec, 2020 at 9:29 AM
Where is my thumbnail?
Starter will always try and automatically create a thumbnail for any content file you add to the system, it will also try and do the same for any folders yo...
Thu, 17 Dec, 2020 at 11:59 AM
Rename Asset not working
An issue was introduced in the November release that means the Rename Asset option no longer works. This is accessed by right clicking on an asset. This...
Thu, 10 Dec, 2020 at 12:24 PM
Error when uploading a zip file through a Mac
The purpose of this guide is to resolve an issue in Starter specific to Mac users where an ingest of a zip file may encounter a ‘title is empty’ error. This...
Fri, 6 Nov, 2020 at 3:53 PM
I can't view my EPUB files
A fault in the epub viewer has been found that means that these files currently cannot be viewed, this will be addressed and we expect a fix to be available...
Thu, 15 Oct, 2020 at 9:56 AM
I can't view my PST files
PST format files can be uploaded to Starter without a problem and preserved as with any other file format, however they cannot be viewed within the system. ...
Tue, 6 Oct, 2020 at 10:21 AM
Links in Access Portal do not go anywhere
On the access portal there two buttons on the left side Contact and Collection Information that currently do not link anywhere.  This is being addresse...
Mon, 5 Oct, 2020 at 6:16 PM
The View Public button does not take me directly to the asset
The View public button for an asset should take you directly to the asset in the public portal, but currently it takes you to the public portal landing page...
Mon, 9 Nov, 2020 at 12:42 PM