Aspera on Cloud

This guide helps you log in to IBM Aspera on Cloud, fix common transfer problems, and get your media moving again. Most issues can be solved with a few quick steps before you need to contact ProdTech support at post-support@amazonstudios.com.

I'm having trouble logging in to Aspera. What do I do?

1. Refresh the page and try again, a one-off "Unable to load this data" or HTTP 503 error will often clear after a moment.
2. Confirm you're using the correct account and that your password hasn't expired. You sign in to Aspera with your Originals Access (OA) account, which is your Okta sign-in, log in through your web browser first to make sure the account works. For account or password help, see Originals Access Okta Sign-In & Accounts.
3. Check whether others on your team are seeing the same problem at the same time. If everyone suddenly can't log in (web and/or Desktop) and it started abruptly, this is usually a temporary service disruption on IBM's side rather than anything you can fix locally.
4. Check the Aspera status page for any active service notice. If there's a reported outage, the fix is to wait for IBM to restore service, keep checking and try again once it's clear.
5. If only you (or just your workspace) are affected, the issue is likely your account/workspace rather than a broad outage, see the Aspera Desktop re-linking steps below, and contact ProdTech support at post-support@amazonstudios.com if it persists.

If you've tried these and still can't log in, contact post-support@amazonstudios.com and include: the app and version you're using (Aspera on Cloud web, Aspera Desktop, or Aspera Connect), whether other people on your team are affected, the exact error message text, and your show/workspace name.

I logged in through my browser, but the Aspera Desktop app still won't connect. How do I fix it?

Re-link the Aspera Desktop app to your workspace:

1. Click the Accounts icon in the left-hand menu, then click Link Account.
2. Choose IBM Aspera on Cloud and set the Organization subdomain / URL to amazon-studios.
3. Click your Amazon Studios account, then click Log in to IBM Aspera on Cloud.
4. Complete the login in your web browser and allow it to link back to Aspera Desktop.
5. Return to Aspera Desktop and wait for the workspace folder to load. It's ready when you see "Shared by an admin to this workspace" under the folder name.
6. If you need to keep working in the meantime, use Aspera Connect as a fallback, it often works even when the Desktop app won't pick up your login.

If re-linking doesn't work, contact ProdTech support at post-support@amazonstudios.com and include the details listed in the section above.

My transfers are really slow. How can I speed them up?

1. In Aspera Connect transfer settings, enable queuing and set maximum concurrent transfers to 5. Enable multi-session with 3-5 sessions, and split files larger than 500 MB.
2. Set a bandwidth limit instead of leaving it unlimited, leaving it unlimited can actually slow you down by starving other processes. On a 1-2 Gbps link, limit uploads/downloads to 80-90% of your network speed; on a 5 Gbps or faster link, limit to about 60%.
3. Run a test upload and check whether you can use the available bandwidth with those limits in place.
4. Try the Aspera Desktop client with the same settings to compare performance.
5. If it's still slow, the problem may be packet loss on your local network, Wi-Fi, a faulty Ethernet cable or port, your switch/router, or your internet provider. Test for packet loss and have your facility's network team investigate, since this can't be fixed from the server side.

If speeds are still poor after tuning and checking your network, contact ProdTech support at post-support@amazonstudios.com with your settings and test results.

My transfer failed partway through (or not all my files uploaded). What should I do?

1. If you got a "Destination path directory does not exist" error (error code 6), check that the destination folder you're transferring into actually exists before you start the transfer, then retry.
2. Retry the transfer. Intermittent failures will sometimes succeed on a second attempt.
3. For very large image-sequence uploads or jobs with huge numbers of small files that won't complete reliably in Aspera on Cloud, contact ProdTech support at post-support@amazonstudios.com, there are alternative, more stable transfer tools they can set you up with for that kind of workload, such as direct S3 transfers (see S3 Access Keys).

If a transfer keeps failing, contact post-support@amazonstudios.com and include the exact error text, the file or sequence you were transferring, and your workspace name.

I uploaded files successfully, but they're not showing up where they should be. Where are they?

1. Confirm the upload finished and the files are visible in the Aspera on Cloud interface.
2. Be aware that copying from cloud storage to your downstream volume (such as your Avid Nexis share) happens on a scheduled sync, not instantly, allow some time after the upload completes.
3. Do not rename or move files after upload while you're waiting. Renaming or moving files breaks the automated sync and can cause files to go missing.
4. If files still haven't appeared after a reasonable wait, the sync job may have been paused (for example, during a folder reorganization). Contact ProdTech support at post-support@amazonstudios.com to confirm the sync is running and to have it restarted.

When you contact post-support@amazonstudios.com, include which files are missing, when the upload completed, and your workspace name.

I can't see all my folders, or the 'Share' option is missing. How do I get access?

1. Confirm which folders you expect to see. Note that your working transfer space is the WORK-IN-PROGRESS folder, other top-level folders are typically archive areas, not active working space, so upload your in-progress media into WORK-IN-PROGRESS.
2. If a folder you need (such as WORK-IN-PROGRESS) is missing entirely, it may not have been shared to your team yet, contact ProdTech support at post-support@amazonstudios.com to have it shared to you.
3. If the Share option doesn't appear for you, it may be tied to your access level on that folder. Contact post-support@amazonstudios.com to confirm and adjust your access.

To get folder access or sharing sorted, contact post-support@amazonstudios.com with the folder name(s), what you can and can't see, and your workspace name.

Why does moving or renaming files after upload take so long?

1. Understand that the cloud bucket is object storage, not a normal file system. Renaming or moving a file after upload effectively re-copies every object, so it can take as long as the original upload and may break the automated sync.
2. Organize your files into their correct names and folder structure before you upload them.
3. If you need to make a large change to your files after you have uploaded them, please reach out to post-support@amazonstudios.com for assistance, as changes like renaming folders may fail because of the long time required to complete the changes.

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.