Resolve is slow, hanging, or my workstation feels stuck. What should I try?

1. Save your work, then restart DaVinci Resolve.
2. Clear the render/cache files to free up space.
3. Restart your cloud workstation and try again.
4. Close other applications that may be using memory or GPU resources.
5. If the workstation remains stuck or unresponsive after a restart, contact post-support@amazonstudios.com, some reboots and reconfigurations need to be performed on the server side and an in-session restart may not have the same effect.

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.