General Troubleshooting
Many of the problems people experience with Mediagraph are related to updates or changes they make that aren't reflected in the app instantly. The following article outlines some of the most basic troubleshooting steps you should take when something isn't working the way you think it should. Take note of them, as they maybe a quick solution to your problem. If they don't work, don't hesitate to get in touch with Mediagraph Support. Click the pink Submit a Request button above to submit a support ticket, or reach out to us directly at support@mediagraph.io.
Refresh errors
Most of Mediagraph's features refresh and update automatically as you work. Sometimes, your deisred change may have been made in the background, even though the display in front of you may not have updated accordingly. For these cases, there are Refresh buttons throughout the app.
- If something in Mediagraph doesn't look right, the first step is to click the Refresh button for the panel you're working in. Often, you'll find that clicking Refresh will clear things up immediately.
If the refresh button doesn't work, the issue may be due to a cache your browser is holding on to. If something isn't behaving or displaying the way it should, and a refresh didn't help, click this link: https://mediagraph.io/troubleshoot. It will reset your browser's cache and cookies for Mediagraph, and prompt you to log back in.
Sometimes, your browser may be the problem. Try again in another browser to see if the issue persists.
Unstable connection errors
If your internet connection is unstable, your web browser may be unable to communicate with Mediagraph. When this occurs, you will see a red error icon in the top right corner. Hover over it to display the message: "Network Disconnected. Please wait for your browser to reconnect..." The cause of this error is a weak or unstable internet connection. Check your connection in order to keep using Mediagraph smoothly.
Related Articles
View Modes Troubleshooting
Mediagraph Troubleshooting: Why do I only see a map? What happened to my Thumbnail Grid? How do I go back to the default view? Sometimes, Mediagraph's different View Modes can be confusing to users who are just beginning to learn the app. The ...Pending Upload Troubleshooting
Mediagraph Troubleshooting: Why are my uploads pending? How do I fix pending uploads? Why won't my files upload? You may see that an upload session has stalled, with all files reading Pending Upload. This means that, while the upload session began ...Lightroom Cloud Troubleshooting and FAQ
I can’t connect a Lightbox to Lightroom Make sure that you have connected your account in Profile Settings. You can only connect Lightboxes that you created. You cannot connect Lightboxes that you were invited to by someone else. I don’t see files ...Why am I seeing a watermarked file?
Mediagraph Troubleshooting: Why am I seeing a watermarked image? Why are full size downloads watermarked? How do I remove the watermark? General Members View and download access, including watermark settings, are determined by Member Permissions. If ...Why can't I "switch to" another user?
Mediagraph Troubleshooting: How do I switch users? "Switch to" isn't working Help switching to a new user Mediagraph's "Switch to" feature allows Admins, Content managers and Library managers to use Mediagraph as any other member of their ...