Frequently Asked Questions

General

I am having issues accessing the Application Hub for access to software

Please check your username and password are correct, and make sure your device is online. If issues are not resolved please contact:

• RB,RN,BK,ST – support@uniquehelpdesk.com
• MT, RL – support@movietransit.com
• AA – support@advertisingaccord.com

Please ensure you include your Company Name, Username and the email address of the user in question.

I’m trying to log onto your web application, but have forgotten my password

On the Application Hub login page, click on “Click here if you forgot your password” to have your password reset. For the reset password link to work, please enter your username and click submit.

Why am I not receiving notification emails?

Please check your spam filter or junk folder.

If the issues persist please contact support.

• RB,RN,BK,ST – support@uniquehelpdesk.com
• MT, RL – support@movietransit.com
• AA – support@advertisingaccord.com

Please ensure you include your Company Name, Username and the email address of the user in question.

The codes I get from the google authenticator application are no longer accepted even though they have worked in the past

The codes from the authenticator are time based and will expire after a couple of seconds.

If you are an Android user, the clock on your phone and application itself can get desynchronized over time. Make sure the clock on your phone is correct, and run the “Time correction for codes” adjustment from the settings menu in your google authenticator app.

If you are an iOS user or issue ongoing, please contact support@uniquehelpdesk.com.

I have lost/replaced my phone and now the google authenticator codes aren’t working

Your new phone needs to be registered with the Unique X application security module for the authenticator codes to work.

To do this, contact support@uniquehelpdesk.com who can help you temporarily disable 2-step verification on your account and explain how to register your new phone.

MovieTransit / BaseKey

I have received an email saying my transfer has completed but I can’t find the content?

If your play date is under 48hrs away please call our technical support line, here, alternatively please contact support@movietransit.com.

I want to know the status of my booked, transferring and complete transfers

Please log into the MovieTransit portal.

I can not ingest the content, it seems incomplete

If your playback date is under 48hrs away please call our technical support line, here, alternatively please contact support@movietransit.com.

I have not received a KDM for the supplied feature

Your first contact for missing KDM should always be your Distributor. If the Distributor confirms a key has been sent, but you haven’t received one, please contact support@movietransit.com.

I’ve received a KDM, but my show is still showing as locked. What do I do?

Make sure the feature version you have in the playlist matches with the version you have received a KDM for. Please also check the validity range of the key, as it might not open until a certain date.

Contact support@uniquehelpdesk.com if you need any further assistance in identifying why a KDM isn’t unlocking your show.

AdvertisingAccord

I cannot see my advertising has been delivered

If you have not received advertising by Thursday midday please contact support@uniquehelpdesk.com.

The advertising I have does not match the features that I am playing

To identify where the problem lies, please contact your advertising provider. If the issue persist please contact support@uniquehelpdesk.com.

I haven’t received any adverts/adpacks for this week

If nothing for the current week has arrived, it is usually a case of either network issues or a late distribution from the supplier’s side. To identify where the problem lies, please contact you advertising provider or support@advertisingaccord.com.

RosettaBridge TMS

How do I receive a version upgrade / latest version release of RosettaBridge TMS?

Upgrade can be applied by your Integrator / Reseller in the first instance.

Please contact either your Account Manager or support@uniquehelpdesk.com.

User session (website) not refreshing

Initial advice is to refresh the page and try a different browser (Chrome is recommended).

If the issue persists, go to browser settings and clear caché/history, and restart the user session.

If the issue still not resolved please contact support@uniquehelpdesk.com.

I am unable to login to the local RosettaBridge TMS

Please check CAPS lock if off, and the correct password was entered.

If the issue still not resolved, please contact your site RosettaBridge Administrator to reset password or contact support@uniquehelpdesk.com.

RosettaNet

I cannot connect to my site / domain when I login

Please contact support@uniquehelpdesk.com.

User session (website) not refreshing

Initial advice is to refresh the page and try a different browser (Chrome is recommended).

If the issue persists, go to browser settings and clear caché/history, and restart the user session.

If issue still not resolved please contact support@uniquehelpdesk.com.

BaseKey

I have sent KDMs to BaseKey but they have not been applied to the on site content

Please check your username and password are correct, and make sureIf you are a first time user, your email address might have not been whitelisted.

Please contact support@uniquehelpdesk.com.

What is the ‘send to’ email address for KDMs to be delivered via Basekey?

kdm@basekey.com.