Avid Nexis

This article covers the most common issues with logging in to, connecting to, and using your Avid Nexis storage. Try the self-service steps below first, and contact ProdTech support at post-support@amazonstudios.com if they don't resolve your issue.

I can't log in to Avid Nexis ("user authentication failed"). What do I do?

1. On the login screen in Nexis Client Manager, type your username and password manually instead of using OS Login. OS Login can be inconsistent, so entering credentials by hand often resolves the error.
2. Tick the Auto Connect option so the connection re-establishes reliably.
3. If the authentication error keeps coming back, especially if it returns after seeming to be fixed, or affects several people on your team, this is a known issue that our team can resolve quickly. Please contact ProdTech support at post-support@amazonstudios.com (see below).

How should I set up my Avid Nexis mounts?

We recommend setting a consistent drive letter for each workspace across your whole team. To do this, unmount all of your workspaces, then right-click a workspace, choose Assign Mount Point, and select the next available drive letter (usually Z, then Y, X, and so on). Once you've assigned a drive letter to each workspace, select all your mounted workspaces, right-click them, and choose Automount. Communicate the assignments to every team member so each workspace always uses the same drive letter across the team. Setting this up consistently will resolve many file-linking and caching issues.

How do I initially set up Avid Nexis workspaces for my project?

Please reach out to post-support@amazonstudios.com with a list of the workspace names you'd like to create and the approximate size you need for each one. You'll always have an OCF workspace, which contains a read-only version of the ORIGINAL-CAPTURE-FILES prefix/folder from your show's S3 bucket. Most projects start with PROJECTS, EDIT-MEDIA, and RENDER workspaces, but you can adjust these or create any additional workspaces your project needs.

How do I log in to the Nexis?

1. In the Avid Nexis Client Manager, double-click your Nexis in the Systems section, enter the username portion of your Originals Access account ID, enter your OA password, check the Auto Connect checkbox, and click Connect. Your available workspaces will then be listed.
2. If you're having trouble connecting, work with your local support resource to confirm you're using the Nexis Client Manager correctly, and reach out to post-support@amazonstudios.com if you need further assistance.

My Nexis storage won't show up or won't mount. How do I fix it?

1. In Nexis Client Manager, confirm you are signed in successfully, then try to remount the storage.
2. Make sure Auto Connect is enabled so your workspaces mount automatically when you connect.
3. If you use the Nexis Client on your workstation, restart the Nexis Client and try connecting again. If your workstation itself is unresponsive or won't connect, see Cloud Workstations (HP Anyware / PCoIP).
4. If you can connect but the expected workspace still doesn't appear (or appears under a different name than before), the workspace may not yet be shared to your account. Contact ProdTech support at post-support@amazonstudios.com and tell us the exact workspace name you expect to see.

My Nexis volume is Read-Only: I can't write, scan, or organize files. What should I do?

1. Confirm you are connected to the correct workspace.
2. Read-Only access is a permissions setting that has to be changed on our side. Contact ProdTech support at post-support@amazonstudios.com and tell us which workspace or volume you need write access to, and we can grant read/write access.

My Nexis is full or out of space, even though the server shows free capacity. What should I do?

1. Note which specific folder or workspace is full (for example, the one you render or transcode into).
2. An individual workspace can fill up even when the overall storage pool still has space. Resizing or expanding a workspace is done on our side, so contact ProdTech support at post-support@amazonstudios.com and tell us which workspace needs more space and roughly how much you need.

I uploaded files but they aren't appearing on the Nexis. What's wrong?

1. At the start of your project, the only automated sync we set up is a sync of OCF from your S3 bucket to your Nexis. If you need other syncs configured, please reach out to post-support@amazonstudios.com for assistance in setting them up.
2. If you have a sync set up, it usually runs every few minutes, so make sure you've allowed enough time for it to complete. If you've waited more than 5 minutes, please open a ticket with us at post-support@amazonstudios.com for assistance.
3. For a one-off transfer, you can use Aspera on Cloud to upload a file from your local computer, then download that file directly to your cloud instance.

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.