My Dolby Vision palette is missing or 'Load License' is greyed out. What do I do?

Dolby Vision needs a license file loaded, and the load option is only available on certain pages.

1. Switch to the Color page. The Load License button is greyed out on the Cut and Delivery pages.
2. In Resolve, go to File > Dolby Vision > Load License, select your project's license file, then restart Resolve. The Dolby Vision palette should then appear on the Color page.
3. If you're unsure where your project's license file is stored, or it still won't load, email post-support@amazonstudios.com. License installs and activations are handled by the post-production tech team, often on a quick screen-share call.

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.