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Access issues

John Trimble
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Anyone else having issues accessing Video Cloud? I can log in, but can’t play a video.  My colleague (at a different IP address) can’t even login. He gets a 504. 

Best answer by Perla Olivas

Hi ​@John Trimble,

Thank you for sharing your questions on Bright Spot!

We know that this is not the expected behavior, and I was reviewing the support case you have opened. In it we have shared some steps to follow so that this behavior does not happen again. 

We confirm that the user with the email j.harlos@dbdt.com was previously associated with an account. If you need to re add this user, you can do so by following the steps outlined in our documentation: https://studio.support.brightcove.com/admin/managing-users.html

 

Please let me know if you have further questions. I’m happy to assist!

Have an excellent day,

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    5 replies

    Varsha Ahir
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    • Varsha Ahir
    • Community Manager
    • 78 replies
    • February 6, 2025

    Hi ​@John Trimble I checked a few accounts internally and they seem to be working fine. Let me have my support team member assist you here ​@Perla Olivas.

    Varsha Ahir, Community Manager, Brightcove
    John Trimble
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    • John Trimble
    • Author
    • Inspiring
    • 11 replies
    • February 6, 2025

    Ah, after a few minutes and multiple refreshes, I got in.  My colleague’s account was mysteriously disappeared, but we just recreated and he’s back in.  I had a support ticket going, but trying to find out if it was systemic or just us.   Seems OK now except for the mystery of the disappearing account. 

     

    John

    Varsha Ahir
    1 person likes this
    • Varsha Ahir
      Varsha Ahir
    Varsha Ahir
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    • Varsha Ahir
    • Community Manager
    • 78 replies
    • February 6, 2025

    That is strange indeed. Glad support team is on it. If there’s anything you learn, it will be great tif you can share it here. It can help other users who may have experienced the same issue (though I am hoping no one has :) )

     

    Varsha Ahir, Community Manager, Brightcove
    Perla Olivas
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    • Perla Olivas
    • Employee
    • 52 replies
    • Answer
    • February 6, 2025

    Hi ​@John Trimble,

    Thank you for sharing your questions on Bright Spot!

    We know that this is not the expected behavior, and I was reviewing the support case you have opened. In it we have shared some steps to follow so that this behavior does not happen again. 

    We confirm that the user with the email j.harlos@dbdt.com was previously associated with an account. If you need to re add this user, you can do so by following the steps outlined in our documentation: https://studio.support.brightcove.com/admin/managing-users.html

     

    Please let me know if you have further questions. I’m happy to assist!

    Have an excellent day,

    Perla Olivas
    John Trimble
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    • John Trimble
    • Author
    • Inspiring
    • 11 replies
    • February 6, 2025

    Yes, ​@Perla Olivas  I already recreated his access as a new user.  Still baffling us how his account disappeared.  I suppose it might a stray click  by a user with access, since support said they don’t have access to do it (and the last thing he remembers in Brightcove is opening a support ticket).  But none of us can think when it could have been.  I was even out of office at the time, limiting the number of possible stray clickers. 

     

    John

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