This guide details the resolution of incidents related to the automatic recovery of media with the VOD/AOD extension for WordPress, particularly when synchronization fails despite an established connection between the extension and the VOD space.

Preamble

• If the VOD plugin of your CMS can no longer automatically retrieve the videos from your VOD space, it is likely that the MySQL user of the database on which the CMS is installed does not have administrator rights.
• This situation can cause a problem during the installation of the VOD plugin on your CMS.

Repair automatic video recovery

To be done on your web hosting

1. Click here to access the management of your hosting on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the hosting concerned.
3. Click on Databases in the left sidebar menu.
4. Click on Users in the left sidebar menu.
5. Click on the action menu ⋮ located to the right of the user who manages the database of your CMS.
6. Click on Modify:
   
7. If necessary, add the ADMIN right to the user on the line of the database concerned:
   
8. Click on the button to Confirm at the bottom of the page.

To be done on WordPress

1. Uninstall the VOD plugin
2. Reinstall and activate the VOD plugin (refer to this other guide)
3. Reconfigure the plugin connection to the Infomaniak VOD account
4. Request the linking of video files again

Once the configuration is restored, the administrator privileges of the MySQL user can be revoked if necessary.

If an imported video shows a "conversion in progress" status that persists even though it is finalized on the Manager, there is likely a conflict with access restriction extensions (such as Members Only).

In case of abnormal behavior, temporarily disable your third-party extensions to identify any potential software incompatibility.

To force the refresh of a video stuck in the conversion state, use the Synchronize function available in the settings of the VOD extension under WordPress.

To be done on the Infomaniak Manager

Although the extension periodically synchronizes with your account, the appearance of new items (Players, folders, or playlists) may be delayed on your CMS.

For an immediate update, go to the VOD Management > Configuration section of your Manager and enable Quick Synchronization.

If new media does not appear in the CMS list, check the accessibility of the callback URL. This address, used by the encoding system to notify your site of a video's availability, must be public. Refer to the VOD Management > Configuration page for more details.