How does Nucleus Automatically Reject Video Files

The first step is to decide on the criteria of the files that you want entrants to provide. The following criteria can be used as part of the specification:

• Resolution – for example: HD 1920-1080
• Codec – for example: H264 Progressive
• Sound – for example: AAC 44KHz
• File Type – for example: .mov or .mp4

Note – the size of the file can be restricted on a per question basis and this functionality is covered in the Media Library guide

Nucleus can only scan the metadata in the file when it has completed upload.

• If the file meets the requirements then it is accepted and no action is taken
• If the file does not meet the requirements then an email is sent to the user and the file is automatically deleted

How to Set up The Rejection Email Template

For full information on managing email templates review the email template guide. To ensure that emails are sent to users when their videos are rejected admin users will need to set up the mediaItem/fileAssociationRemoved template.

In this template explain to the user that the file they provided did not meet the required specification, that the file has been deleted and that the entrant needs to provide a new file. We recommend also including the specification.

To personalise the email you can include the following special values alongside the usual values:

• @@mediaItem_title@@ – inserts the title of the media item as provided by the entrant
• @@mediaItem_id@@ – inserts the id of the media item

Once the copy and subject have been provided and the template enabled it will be sent to entrants when their videos are rejected.

There is an Admin-controlled function on the Award to unlink all Media Items from all Entries in the Award. Admins set a date and any associated Media Item (Videos/Audio/Images/Documents) will become unassociated from their Entries and, if not linked with another Entry, they will be deleted and cleaned up by automated tidy-up rules.
This feature can be used to prevent Electron usage becoming too high and ensuring that Entry data is not kept longer than required, reducing backup sizes and as a consequence AWS costs.

The date set must be a minimum of 3 months after the submission date and more than 7 days in the future from the current date. Once the date is set, there are two reminder emails that will be sent to all Admin Users for the Award and a confirmation that the entries have been unlinked.

Note – All the automated deletions rules can be amended at client request via a support ticket. Currently Media Items are automatically deleted 9 months after the upload so long as they are no longer attached to an Entry. To trigger this, you either delete the relevant Awards or set the date on the Awards Settings Page to unlink the Media Items from the Entries.
Once associated, the files take up to 7 days to delete. Please note that we are unable to retrieve any deleted data so do make sure you keep any Item needed.

How to Set the Entry Unlink Date

1. Log into the Admin Interface
2. Go to Awards & Projects
3. Click on Settings for the award you wish to amend
4. Enter a deletion date in the Remove Media Items from Entries field. Note this must be a minimum of 3 months after the current latest submission date. The system will not allow to set a date closer than that, and will show an error message if this is attempted.
5. Click Save

How to Set Up the Warning Emails for Admin Users

There are two warning templates and a deletion confirmation template that can be activated for Admin Users. These are recommended as they provide Admins with an opportunity to prevent the deletion of Entry data, if required.

• mediaitem/removewarn7 – sent 7 days before the Media Items have been unlinked
• mediaitem/removewarn24 – sent 24 hours before the Media Items have been unlinked
• mediaitem/removenotify – sent after the Media Items have been unlinked

For full information on how to manage and edit email templates review the guide.

This guide explains where tags appear in the system and what each tag means.

Where Do Tags Appear?

Tags are used across different areas of Nucleus to indicate statuses and help Users quickly understand key information. They appear in the following sections:

• Invoice List – Displays payment statuses and Credit Notes.
• Entry List Table – Shows the progress of Entries and highlights issues that need attention.
• Awards & Projects Page – Provides information on Award Statuses.
• Media Items Page – Displays the status of uploaded Media Files.

Each tag is colour-coded for quick identification. Below is a breakdown of where tags appear and what they mean.

Invoice List Tags

Please follow these instructions to locate these tags:

1. Log into the Admin Interface.
2. Navigate to Awards & Projects.
3. Select the relevant Award.
4. Go to Overview > Invoices.

Tag Colours & Meaning

• Credit Note – Yellow (A financial adjustment has been applied).
• Unpaid – Orange (Payment is still outstanding).
• Paid Offline – Green (Payment has been manually confirmed).
• Paid Online – Green (Payment has been processed online).

Admin Status Column Tags in the Entry List Table

The Entry List Table now includes an ‘Admin Status’ column, where tags automatically update based on Admin actions. These tags help track each entry’s progress, issues, and final outcome. To find them:

1. Log into the Admin Interface.
2. Navigate to Awards & Projects.
3. Select the relevant Award.
4. Click on View Entries.
5. In the Admin Status column, status changes update automatically based on the actions taken.

Tag Options & Meaning

• Problem – Red (If the entry has one, or more, questions marked as a Problem and no Flag Issue/Pending)
• Query – Orange (If the entry has one, or more, questions marked as a Query and no Problem/Flag Issue/Pending)
• In progress – Blue (If the entry has answers marked as Checked Ok or Corrected and is submitted)
• Complete – Green (If the entry has answers marked as Checked Ok or Corrected and is approved)
• Flag Issue – Yellow (If the entry has one or more answers marked as Flag Issue and no Pending)
• Pending – Turquoise (If the entry has one or more answers marked as Pending, overrules any other colour)
• New – Teal (Apply if the entry has no flags applied, and Admins haven’t checked it yet.)
• Unsuccessful – Grey (If the entry is Unsuccessful)
• Deleted – Pink (If the entry is deleted)

Tip for Admins: You can search by tag directly in the CMS (for example, typing “entry list tag: pending” or “entry list tag: problem”). This allows you to quickly filter and review entries by status, making it easier to identify which need attention. From there, you can update and personalise the status as appropriate.

Entry Status Column Tags in the Entry List Table

Entry Status tags provide a visual summary of a submission’s status, allowing Admins to quickly assess each item. To change a status, click on the coloured tag – this will open a drop-down menu with available options. Follow these steps to locate and edit the tags:

1. Log into the Admin Interface.
2. Navigate to Awards.
3. Select the relevant Award.
4. Go to Overview > Entries.
5. To edit the Entry Status, locate the relevant Entry.
6. Click on the coloured Status tag to open the drop-down menu.
7. Select the appropriate Status from the list.
8. The tag will update immediately to reflect your selection.

Tag Colours & Meaning

• Submitted – Blue (The item has been submitted for consideration.)
• Unsubmitted – Grey (The item has not yet been submitted.)
• Approved – Green (The item has been reviewed and approved.)
• Unsuccessful – Red (The item did not meet the criteria or was rejected.)

Entry ID Column Tags in the Entry List Table

This column shows entries ID, alongside their payment status, provided that the Award accepts payments. In this column, the tags are applied to the payment status. To view this column simply follow the step by step of the previous paragraph.

Tag Colours & Meaning

• Uninvoiced – Grey (The entry is either submitted or unsubmitted, and an invoice was not yet generated)
• Unpaid – Orange (The entry has been submitted, an invoice has been generated, but it was not yet paid)
• Paid – Green (The entry has been submitted, the invoice was generated and paid)

Tags in the Question List

In addition to appearing within individual entry questions, tags now also appear on the Form Setup page, under the Question List. This allows Admins to quickly identify certain characteristics of each question at a glance.

Where to View Tags

1. Log into the Admin Interface.
2. Navigate to Awards & Projects.
3. Select the relevant Award.
4. Go to Overview.
5. Select Form Setup tab.

Tag colours & Meaning

• Personal Data – Orange
• Multi-Part – Light Green
• Read Only – Pale Teal
• Question Deleted – Pink
• Admin Only – Grey
• BAFTA View Mapping – Bright Aqua
• API Field – Lavender Blue

Question Tags in the Entry Edit Page

The rules for the Admin Status column come from the Entry Edit Page. Based on the action taken, a colour will be applied next to each question. To find them:

1. Log into the Admin Interface.
2. Navigate to Awards & Projects.
3. Select the relevant Award.
4. Go to Overview > Entries.
5. Choose the desired Entry and click on Edit. The Entry Edit Page will open.
6. Alongside each question, change the status you would like to apply on each question.

Tag Options & Meaning

• Unchecked – No colour
• Checked OK – Green
• Corrected – Teal
• Problem – Red
• Query – Orange
• Flag Issue – Yellow
• Pending – Turquoise

In addition to this, question tags may appear on top of each Question to highlight specific information, such as:

• Admin-Only – if that question is visible for Admins Only.
• Read-Only – if that question is Read-Only.

Award Page Tags

Tags on the Awards & Projects Page indicate the Status of the Awards itself.

1. Log into the Admin Interface.
2. Navigate to Awards & Projects.
3. Select the relevant Award.

Tag Colours & Meaning

• Award Open – Green (Accepting entries).
• Award Closed – Blue (Not accepting entries).
• Award Active – Yellow (Currently running).
• Award Inactive – Red (Not currently in use).

Media Items Tags

Tags in the Media Items section indicate the status of uploaded media files, whether they are still processing or if an error has occurred. To find them:

1. Log into the Admin Interface.
2. Navigate to the Media Items Section on the left hand menu

Tag Colours & Meaning

• Complete – Green (Successfully uploaded).
• Error – Red (Issue with the file).
• Uploading – Yellow (The file is still uploading).
• Transcoding – Yellow (The file is processing).
• Not Started – Teal (No media uploaded yet).

There are multiple reasons why entrants might want to share the files, however, in our experience it is normally due to a freelancer who has worked on a production and is self entering and does not have access to the film.

How to Enable Asset sharing

The sharing of media items is not immediately available to all entrants. To turn on the feature:

1. Log into the Admin Interface
2. Go to Control Centre
3. Click on Configuration Values under System Administration Header
4. Search for Enable media item sharing
5. Click Edit
6. In the Next Page enter Yes in the Value field
7. Click Save & Close

How Entrants Can Share a Media Item Between Accounts

There is a two stage process to sharing a media item, the first is for the entrant who owns the video file to generate the code and the second is for the entrant who requires the asset to link it to their account. We will cover the process for each user below.

Generating the code

1. An entrant must log into the Entrant Interface
2. Go to the Media Library
3. Search for the Media Library item and click on the item
4. On the Settings page click the checkbox for Allow Sharing
5. Copy the Sharing Code
6. Send the code to the recipient via a secure preferred means

Entering the code

1. An entrant must log into the Entrant Interface
2. Go to the Media Library
3. Click Add New File
4. Search for Add Shared Item on the upload screen
5. Enter the code into the Sharing Code field
6. Click Add
7. Click Save and Close
8. The asset will then appear in the Media Library

Note – some functionality is disabled for Shared Items.

Important Note – a Read-Only version of Media Items is also available to Users when:

• An Entry Owner is changed to a new Organisation, so they will still be able to see Media Items;
• An Entry is shared using the Entry Sharing functionality. In this scenario, Media Items can be seen by Users who do not belong to the same organisation as the Entry Owner.

Shared Control for Media Items

Any media uploaded by a shared user will automatically appear in the entry owner’s media library as a shared file. This prevents unnecessary admin overhead and allows entry owners to reuse collaborator-uploaded media instantly across projects.

How to Enable Videos to be Date Restricted on the Viewing Site

Please follow these instructions:

1. Go to Awards & Projects
2. Find the Award on the Awards List
3. Click on Settings
4. Scroll down to the Viewing section 
5. To the option Allow videos to be date restricted on the viewing site select ‘Yes‘

As an Admin, you have the power to override these dates by adjusting them on the Entry List. This is also a useful way for you to ensure that a video is unpublished at a particular date and time if the Entrant does not select any dates themselves (for example, you can do this to prevent videos being viewed after the Viewing deadline has passed).

How entrants can choose if a Judge can download a video

When an entrant creates a Media Item in their Media Library they need to select the File Type. If Video is selected then a check box, Allow Download, appears. If a user selects the check box then the video will be downloadable by the judges on the Viewing Interface.

This option is presented to entrants as the default and there is nothing that admin users need to action. Admin users can, of course, update this setting on an individual base using the same functionality but there is nothing to stop the entrant from unchecking the checkbox if they see it has been checked. To action this:

1. Log into the Admin Interface
2. Go to Media Items
3. Search for the relevant media item in the list and click Edit
4. The media item information will open in a new window
5. Check the Allow Download box
6. Click Save

How to overwrite the entrants’ preferences and allow all videos to be downloaded

It might be that you want to force all videos to be downloaded by judges in the viewing interface, regardless of the preference specified by entrants. There is functionality in Nucleus that enables admin users to overwrite the preference on a per award basis. Please do make this clear to entrants so that there is no confusion before implementing. To enable this feature:

1. Log into the Admin Interface
2. Go to Awards & Projects
3. Search for the relevant award and click Edit
4. Scroll down to the Viewing section
5. Set Allow viewers to download videos to Yes
6. Click Save

How to prevent any videos from being downloaded in the Viewing Interface

The third feature allows admin users to prevent all videos from being downloaded by judges for the instance as a whole. If enabled then the Allow Download option will not appear in the Media Library and the option for judges to download video files will be hidden for all awards. To enable this feature:

1. Log into the Admin Interface
2. Go to Control Centre
3. In the System Administration Section select Configuration Values
4. Search for Allow Video Downloads
5. Click Edit
6. Delete Yes from the Value textbox and type No
7. Click Save

• Video
• Audio
• Images
• Documents

The Media Library is only available to instances that are integrated with an Electron Account. Instances without the media library can use upload, image and video embed questions to receive assets from entrants.

Entrants can use the Media Library Page to upload and manage assets which are then linked to their entries via Media Item Questions on the entry form. Entrants also have the option to upload the asset on the forms, although for large files it is recommended uploading via the media library screen first. The upload process features a pause/resume function that allows files to continue to upload after a connection dropout and reduces the amount of files corrupted during upload. Multiple entrants within an organisation can access the media files uploaded, and this follow the rules for entries. There is a guide which covers in detail the entrant users.

• Entrant Admin Users – can view and manage all media files
• Entrant Normal Users – can only view and manage the media files they create

How to use Media Item Questions

If your entry process requires users to submit an asset then you will need to create a Media Item Question on your entry form. Media Item questions work in exactly they same way as all other questions and provide an option for entrants to supply a file. The questions have special settings which will be covered below. Entrants can only provide one file per question, if you require multiple files to be submitted as part of an entry you will need to create a question for each file. To create a media item question:

1. Log into the Admin Interface
2. Go to specific Award
3. Go to Form setup >Question List
4. Click Add to create a new question
5. Set a unique internal question the Name as normal
6. Select Media Library Item from the Type dropdown
7. Choose the Position on the form where the question should appear
8. Type a Question name to appear on the entry form
9. Select the Required statue:
   1. Yes – Require Upload – the file must be fully uploaded before the entry form can be submitted
   2. Yes – Allow Placeholders – the entrant can submit a placeholder which allows the file to be uploaded into the placeholder at a later date
   3. No – the question is optional and no file is required
10. Select which filetypes can be supplied:
    1. Image
    2. Video
    3. Screener Hub Video – only applies for instances which use BAFTA View
    4. Audio
    5. Document
11. If images are selected as an option you can choose to Restrict images to web friendly file types. Choosing this option will restrict the file types that can be provided for the answer to jpg, .jpeg, .png, .svg, .webp, .gif and the file must be less than 6mb. Any files that do not meet the criteria will not be available for selection or rejected at submission if uploaded on the form.
12. If you wish to restrict the maximum size of a file enter a numeric value in Max. Size and choose if this should apply as MB or GB. Entrants or Admins will not be able to upload any files that are larger than this size set, and a warning message will be displayed to inform them on this. If the size is set to 0 then this option will be ignored and no restriction will be active.
13. To display the Media Item on the Viewing Interface set an answer for Title for Viewing Portal or the question can be set to be Category Specific only
14. Update the rest of the options including the help and the dependencies as required
15. Click Save to save the options

How to use the Media Items List on the Admin Interface

Admins can view all media items in the Admin Interface. This screen is available on the main Actions dropdown menu by selecting Media Items. Each Media Item is listed in reverse chronological order, with the most recently uploaded first. It contains the following columns which can be filtered:

• ID – each media item is issued an ID at point of creation
• Created/Last Saved – no filter option
• Media Type (Video/Image/Audio/Document)
• Title
• Status (Not Started/Uploading/Transcoding/Complete/Error or Any)
• Clear video processing error messages When a video fails to process in the Media Library, entrants are shown clear, human-readable error messages explaining why the upload failed. Instead of a generic processing failure message, specific errors (such as unsupported file formats or corrupted video files) are now displayed directly within the Media Library, on individual media item pages, and in related admin views. Administrators can also view detailed processing error information via the Media Item actions menu.
• Organisation
• Awards – the awards where the media item has been associated with an entry (no filter option)
• Entries – displays the number of entries the Media Item has been associated with and can be filtered by entry, none or some

The following Actions are available via Actions dropdown and different options appear depending on the status:

• Edit – open a pop-up window where you can manage the media item:
  • Replace – replace the file with a new one
  • Delete – delete the file
  • Preview – view the file
  • Title – update the title
  • Download – change the download option for judges
  • Sharing – access a sharing code to share the media item across entry accounts
• Entries – which enables you to see which Entries (if any) it is currently submitted with. From the Entries link you will then be given further Actions options to manage the entries
• Watch/Show – view the media item
• Download – download the file to your computer
• Reset Thumbnail – regenerates the thumbnail created by Electron
• Reset Status – resets the transcoding status – can be used in the event of an error to check if the file succeeded in transcoding
• Show current error – in the event of an error, Admins will be able to click on this option, which sill prompt a pop-up window to appear on screen containing information about the cause of the error.
  If a Media Item with an error is linked to an Entry, the error will also be displayed on the Entry when visualising the question where the Media Item has been uploaded to.
• Delete – deletes the media item and the file

Assets in the Media Items List are colour-coded:

• Complete (uploaded AND transcoded) appear in Green
• Not Started, Uploading and Transcoding all appear in Grey
• Error appears in Red text

How to Restrict Image Aspect Ratio

If a media item is set to be image-only, an interface will appear that allows admins to restrict the aspect ratio of uploaded images. Restricting image uploads by aspect ratio creates a more uniform viewing experience, as all images will appear in the same size rather than a mix of different sizes. This consistency presents a more professional and polished interface.

Here’s a simple breakdown of each option:

1. Aspect Ratio (Width / Height):
   This setting lets you specify the shape of images by entering an aspect ratio as a decimal. Instead of entering “16:9,” you would enter “1.78” (since 16 divided by 9 equals 1.78). To calculate other aspect ratios, divide the width by the height. For example:
   • 4:3 ratio (common for standard photos) would be 1.33 (4 divided by 3).
   • 1:1 ratio (square images) would be 1 (1 divided by 1).
   • 3:2 ratio (often used in photography) would be 1.5 (3 divided by 2).
   • 21:9 ratio (ultra-wide) would be 2.33 (21 divided by 9).
   If you leave this blank, images of any shape will be accepted.
2. Aspect Ratio Allowed Variation:
   This option lets you allow slight flexibility in the image shape by setting a percentage. For example, setting a 5% variation means an image can be a little wider or taller than the exact ratio you’ve chosen, but not by much. This helps keep images looking consistent without requiring a perfect match to the chosen shape.

For more information on aspect ratios and how they work, you can visit Canva’s Guide to Aspect Ratios, which provides a simple, visual explanation.

These settings help ensure that images display well on your site, look consistent, and load quickly, creating a more professional and user-friendly experience.

How to Review Media Items as Part of Entry Checking

As all Media assets exist as answers to Questions, you can check – at a glance – whether an entry’s Media Item has been uploaded, on the Entry List itself rather than having to click on Edit Form.

To enable this, for the required Media Item on your Question List:

1. Log into the Admin Interface
2. Go to Form Setup>Question List
3. Click … to Edit next to the relevant Media Library question
4. Scroll down to the Options section
5. In the setting Include On Entry List For Admin select which column number you want it to be displayed on the Entry List
6. Save and Close
7. Go to Entries
8. A new column will have appeared on the Entry List page which will detail information regarding the asset

All media files appear on the entry form that admins review. When reviewing an entry you will find the following options included to the media item questions:

• Replace a Media Item directly with another one, at their discretion.
• Remove a Media Item entirely.
• Download a Media Item.
• Preview/Show a Media Item in a pop-out player while the form remains open in the background (for Video only).

Automated Deletion of Media Items

From the Award Setting page, you can now define a date when the Media Items will be removed from the entries and the deletion process will be triggered. If your Award has a judging process, Admin users must ensure this date is set after all judging is complete, as deleted assets can not be retrieved. This is why it would be beneficial to set the date a minimum of 3 months after the submission date.

1. Log into the Admin Interface
2. Go to Awards & Projects
3. Select the relevant Award and click on Entries to Edit
4. Scroll down to the Remove Media Items from Entries section
5. Set a date and a time
6. Click Save & Close

Note – If you wish to inform entrants about the Media Items deletion process, you can set up three different types of email warning messages. Please review this guide to see how to manage email templates.

• mediaitem/removewarn7 – will be sent to all admins of the award 7 days before the removal
• mediaitem/removewarn24 – will be sent to all admins of the award 24 hours before the removal
• mediaitem/removednotify – will be sent to all admins of the award 1 hour after the deletion

Important Note – a Read-Only version of Media Items is available to Users when:

• An Entry Owner is changed to a new Organisation, so they will still be able to see Media Items;
• An Entry is shared using the Entry Sharing functionality. In this scenario, Media Items can be seen by Users who do not belong to the same organisation as the Entry Owner.

Additional Media Library Functionality

• Sending entrants an email on video transcode success or failure
• Allowing entrants to specify the dates their entry is visible on the viewing interface
• Sending an email to admins based on a file uploaded to a empty placeholder attached to a submitted entry
• How to manage downloading videos in the Viewing Interface
• How to allow the sharing code of media library items across accounts
• Automatically unlink all media items from entries triggering deletion
• Bulk Download Supporting Files Uploaded by Entrants

This is not functionality that is automatically available to all instances due to the use of a third-party antivirus scanning software. If you would like to add this functionality to your instance please create a support ticket and request to activate the antivirus asset scanning. This will involve some bespoke development, an additional server in AWS and a contract with the antivirus software. A full quote can be provided before the service is activated.

How does the Anti-Virus Scanning Work?

The antivirus software is hosted on a separate server in the AWS account. Once a file is successfully uploaded to Electron Via Nucleus, the file is downloaded by the server containing the antivirus software and placed in a queue to be scanned. If the software finds a virus then this is surfaced to both admin users and entrants in the following locations:

• Entrants:
  • On the media item on the library page
  • On the media item page under metadata
• Admins:
  • On the media item list in the Status column
  • On the entry in the media item question

Currently other than highlighting the potential Virus in an uploaded file no further action is taken by Nucleus. We will be working with admin users in the coming months to determine if any automated actions should be taken by Nucleus.

Please note that if a file is marked as Virus by Nucleus then it should not be downloaded or published to the Viewing Interface. The entrant should be contacted in a sensitive manner and instructed to work with their IT team to resolve the issue. BAFTA Tech is unable to provide any information regarding viruses and how to resolve any issues caused by them.

This function is alerting users to a potential virus only. The virus scanning is conducted by a third-party provider and BAFTA Tech is unable to confirm that all viruses will be detected by the solution.

Also, note there is a risk of a false positive so please be aware of this when dealing with entrants.

Currently the functionality if switched on a set of dates appear at the bottom of the entry form and can be edited by both entrants and admins. The function is always optional and will not form part of the submission checks unless there are issues with the dates provided.

There are three different options for entrants to provide:

• Start and End dates/times – the entry will only be visible between the dates and times
• Start date/time only – the entry will not be visible until the date/time set and will be visible indefinitely after this date/time
• End date/time only – the entry will only be visible until the date/time set

How to enable the entry display date functionality

To enable this function you will first need to enable on you instance:

1. Log into the Admin Interface
2. Go to Control Centre
3. Select Configuration Values from the Systems Administration section
4. Search for Allow admins to turn entry publishing dates on on the award admin pag
5. Click Edit
6. Enter Yes in the value textbox
7. Click Save

This will then enable the option on each award settings page allowing admins to set this per award. To enable this for each award:

1. Log into the Admin Interface
2. Go to Awards & Projects
3. Click Settings next to the relevant award
4. Set Allow entries to be date restricted on the viewing site to Yes
5. Set whether you wish Entrants to provide Start Date and Time Only or End Date and Time Only (or leave blank if both are needed) on the Start and End date display question
6. Click Save

The functionality will now be live, however there are some CMS areas that you will want to edit so that entrants can have clear instructions about how to use the functionality.

• entry publishing intro
• entry publishing start date
• entry publishing end date
• entry publishing start blank
• entry publishing end blank

For more information about updating the CMS read the guide.

Entrants can receive an automated email which is triggered when the entry publishing date/time is reached. To enable the email provide copy for the entry/published email template. The email will send once the template has copy, a subject and the template is set to enabled.

For more information about updating emails read the Email Management guide.

Note – there are other factors that might prevent an entry from being published. The email will be triggered regardless of whether the actual entry is visible on the Viewing Interface. Admins must check no other rules are preventing the publication of the entry.

Here are a few steps you can provide them with to attempt to resolve the problem:

1. Make sure that the pop-ups are allowed for the Viewing Interface, otherwise the Electron Player won’t display
2. Try a different browser
3. Try a different network
4. Try a different device
5. Try incognito
6. Clear browser cache/cookies

Note – If there is an error message displaying somewhere, please ask the User to take a screenshot of what they see, and submit a support ticket so that the team can investigate further.