Overview

You have noticed that one or more videos that were uploaded to your community are not visible to regular users, but are visible to admin users. 

For example, after a video was uploaded to a group, only admin users see the video in the activity feed of the group, and regular users report that they are unable to find this video.

This issue may be caused by:

• The users searching for the video in the wrong place.
• The users not having the permissions necessary to access the place where the video was published.

Confirming that the Users are Searching for the Video in the Correct Place

1. Browse to the video in Jive as an admin user.
2. Make a note of the name of the video.
3. Click on the place that appears in the upper left section of the page:
   
4. Copy the address of the page (the contents of the browser's address bar).
5. Provide the following information to the user:
   
   • The name of the video that you noted in Step 2.
   • The address of the page.
6. Ask the user to attempt to browse to the address you identified in Step 3:
   • If the user is able to browse to the address:
     • Ask the user to search for the video in the Contents tab of that place using the name that you provided to them.
     • If they are unable to find the video there, please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can provide the name of the user and a link to the video that they are unable to access.
   • If the user is unable to browse to that address:
     • The video was published in a place that the user does not have access to. To resolve this, decide on one of the following actions:
       1. Re-publish the video to a place that you know is accessible to regular users.
       2. Grant the user permissions to access the place where the video was published by following the steps in the Solution section below.

Solution

1. Browse to the place where the video was published/the address that you copied in Step 4 of the Overview section above.
2. Click on the Gear Icon.
3. Check to see if the Members menu item appears in the Manage section:
4. If this option does appear, the video was published to a group. You can invite the user to this group by following the steps listed here.
5. If that option does not appear, the video was published to a space or project. To grant permission to access that space or project:
   • Click on Permissions.
   • Follow the steps listed here to grant that user access to the space or project.

Testing

If the user is still unable to access the video after following the above steps, please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can provide the name of the user and a link to the video that they are unable to access.