Frequently asked questions

Which browser should I use?

ZONZA supports all modern browsers. See recommended system specs for more information.

ZONZA is not displaying correctly

If your browser is one of the supported versions then refresh the page. If it continues to display incorrectly, contact the ZONZA support team.

I can't select any files to upload

ZONZA uses a browser plugin called Signiant (Media Shuttle) that provides secure file transfers and accelerated uploads - perfect for large file transfers. You need Active X for Windows or Google Chrome NPAPI installed on your machine for this to work. You will be prompted to install Media Shuttle the first time you upload.

If Media Shuttle fails to load click Switch to standard uploader. This option will only permit files under 2GB to be uploaded.

My file upload timed out

If the upload takes a long time the connection may disconnect. Media Shuttle will try and reconnect and continue uploading a number of times.

If this still fails reload the page and try to upload the files again. Any data previously sent will not be lost, the upload process will resume from where it left off.

How can I use accelerated uploads?

Using the Media Shuttle plugin provides accelerated file uploads. You will be prompted to install Media Shuttle the first time you upload.

For the best performance your IT department will ensure the outbound UDP ports 49221-49231 through your firewall are open. If they remain restricted the application will use the HTML uploader which restricts file upload to under 2GB.

How do I know if the Signiant Media Shuttle plugin is running?

If you installed the Media Shuttle plugin and your settings are correct you will be able to use the Choose files button on the upload page. The loading bar will show the file upload status.

For the best performance your IT department will ensure the outbound UDP ports 49221-49231 through your firewall are open. If they remain restricted the application will use the HTML uploader which restricts file upload to under 2GB.

I installed the Signiant Media Shuttle plugin and still get prompted to install it every time

The most likely cause of this is the Media Shuttle plugin has been disabled. See the configuration instructions for your browser to enable it.

How many assets can I upload at once?

ZONZA supports multiple file uploads, be aware the metadata entered will be used for all files.

How do I send an invitation to upload?

Non ZONZA users can upload assets if they have received an invitation by an active ZONZA user. Click on the Upload side bar navigation tab and select Invite someone else to upload.

My invitation to upload has expired

The Upload page will display a message if your invitation has expired. Select the required extension period contained in the message and click Request extension. The inviter receives the extension request via email.

My uploads aren't appearing in my asset library

Uploading assets into ZONZA requires the following:

1. Finding and uploading a file
2. Entering metadata about the file
3. Fill out the assets required metadata and save your details.

You will see a confirmation message the upload is complete and you will be able to see your assets on the Browse page.

My video files are not previewing

Files take a little while to process on upload. ZONZA analyses the files and then generates the thumbnails and preview formats. Depending on the size and length of the file dictates how quickly this process is completed.

Or, there may be an issue with the source file. Check this file is able to play locally on your computer.

Please contact ZONZA support if the video file still does not preview.

Why do some assets show the ZONZA logo?

If an uploaded file fails to generate a thumbnail preview or is not transcoded, the ZONZA logo will display.

How do I share my assets with clients?

Assets can be shared with:

• Users: Share assets with other ZONZA users or external users with a Temporary or Permanent share
• Groups: Permanently share assets to groups of users
  1. Select the asset you want to share, from the asset's share tab click the Add groups button
  2. An email is sent to the user containing a link to the asset. Note: The asset will not be searchable by a ZONZA user from their ZONZA account.
  3. Permanent shares can only be given to other ZONZA users, allowing full access rights to the asset
  4. When uploading an asset a user can share assets with their default group. This share can be removed at any time.
  5. User shares take precedence over group shares
  6. A user can only share with groups or child groups they belong to

How do I gain access to relevant assets?

Access can be granted on a permanent or temporary basis.

Permanent access to an asset will require you to have already registered with ZONZA. Once this is in place other users will be able to share their work with you via the share file action.

Alternatively access can be granted on a temporary basis, this does not require a registered account. Users simply need to enter your email address into the temporary share action and a link will be emailed to you directly.

My client hasn't received their invitation to upload

1. Check that you have the correct email address for your client
2. Advise your client to check their junk/spam email folders
3. Check your own inbox for any undeliverable emails

The transcode format/profile I require is not available

Please contact ZONZA support with details of the required transcode format.