Skip to main content

Avid Media Composer

Robert Tonkin
Updated

Having trouble with Avid Media Composer on your remote/cloud edit workstation? This guide walks through the most common issues and the steps you can take to fix them yourself.

Avid is running slowly, lagging, or freezing on the timeline. How can I fix it?

If the slowness seems related to the workstation responsiveness or network connection rather than Avid itself, see Cloud Workstations (HP Anyware / PCoIP).

  1. Check your Avid performance settings: make sure A/V Lock is enabled and the memory cache is set to the recommended values.
  2. Rebuild the local Avid cache folders (see Avid's official guide "Rebuilding the Avid Cache folders" at kb.avid.com).
  3. Reset your Avid site settings (see Avid's guide "How could I delete Site settings files on Windows" at kb.avid.com).
  4. Perform Attic maintenance. Have each editor close their Avid projects. Rename the Unity Attic folder with today's date, for example "Unity Attic-2026-07-08". Open the Avid project again and a new Attic will be created.
  5. Create a fresh, empty test project and see whether playback is smooth there. This tells you whether the problem is specific to one project.
  6. Restart your edit workstation.
  7. If performance is still inadequate after all of the above, contact ProdTech support at post-support@amazonstudios.com. Heavy projects sometimes need a larger workstation or additional tuning that our team can arrange.

I can't log into Avid after changing my password ("invalid user, token, password"), even though web login works. What do I do?

  1. Confirm that you can log in successfully to login.originalsaccess.com. (If the problem is purely resetting your Okta/account password or MFA/2FA, contact TechOps at support@amazonstudios.com.) See Originals Access Okta Sign-In & Accounts.
  2. If you can't see your workstations, other members of your team may be using them. Check with your team, or reach out to post-support@amazonstudios.com for help.
  3. This is a known, repeatable fix that our team can apply to your account. When you contact post-support@amazonstudios.com, mention that web login works but Avid sign-in fails, and include the exact error text.

Avid says I don't have an active license ("Edit X does not have an active Avid license"). What do I do?

  1. Restart your cloud workstation/instance.
  2. Contact ProdTech support at post-support@amazonstudios.com and tell us exactly which workstation(s) show the message. A license needs to be assigned/activated on those specific machines, our team handles this.
  3. Once we confirm it's done, relaunch Avid and verify it is licensed.

I need a plugin or application installed. How do I request it?

  1. Contact ProdTech support at post-support@amazonstudios.com with a request that includes the exact plugin or application name.
  2. Tell us exactly which workstation(s) need it, and whether other editors on your project need it too.
  3. For third-party plugins not provided by Amazon MGM Studios, you must provide a valid license, and we will assist with getting it set up. If the license requires online activation, please provide the vendor's domain name(s) so they can be added to the allow list to enable licensing.
  4. Note that third-party and AI plugins are reviewed before installation, so allow some time for the request. Installs are made only on the machines you request unless you ask us to broaden it.

I need to add or remove someone's access to a project. How do I request it?

  1. Contact ProdTech support at post-support@amazonstudios.com with the project name and the person to be added or removed.
  2. Our team will update the correct Avid groups and storage workspaces for that project.

When to contact support

If the self-service steps above don't resolve your issue, reach out to the team that handles your type of request:

ProdTech, post-support@amazonstudios.com

ProdTech manages Studio in the Cloud, including initial user onboarding, new account creation, and provisioning access to storage, workspaces, cloud workstations, applications, and tools, plus the setup, performance, and technical issues covered in this guide.

TechOps (TOPS), support@amazonstudios.com

TechOps manages your Originals Access account, and will assist you with issues around Okta sign-in/SSO problems, password resets, MFA/2FA resets (including a new phone), and account lockouts.

TechOps also handles requests for access to specific applications (such as Box, Flow Capture, or Aspera on Cloud).

When contacting us, help us resolve your issue quickly by always including:

  • Your full name and account email (@originalsaccess.com).
  • A clear description of the problem and the exact error message you see (a screenshot helps).
  • Your show code and show name.
  • The show/workspace, workstation, or application involved.
  • When the problem started and what you've already tried.

Please open a new request for each separate issue rather than replying to an older, resolved one, so it reaches the right team.

Comments

0 comments

Please sign in to leave a comment.