This guide details how to troubleshoot issues related to the automatic media retrieval feature with the VOD/AOD extension for WordPress, particularly when synchronization fails despite an established connection between the extension and the VOD space.

Introduction

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

Fix automatic video recovery

To be performed 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 in question.
3. Click on Databases in the left-hand menu.
4. Click on Users in the left-hand menu.
5. Click on the action menu ⋮ located to the right of the user who manages the database for your CMS.
6. Click on Edit:
   
7. If necessary, add the ADMIN permission to the user for the relevant database:
   
8. Click the button to Confirm at the bottom of the page.

To be performed on WordPress

1. Uninstall the VOD plugin
2. Reinstall and activate the VOD plugin (refer to this other guide)
3. Reconfigure the plugin's connection to your Infomaniak VOD account
4. Resubmit the video file linking request.

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

If an imported video persistently displays a "converting" status, even though it is finalized in the Manager, a conflict with access restriction extensions (such as Members Only) is likely.

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

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

To be performed on the Infomaniak Manager

Although the extension synchronizes periodically 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 Fast Synchronization.

If new media do 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 publicly accessible. Refer to the VOD Management > Configuration page for more details.