When you try to download an asset/clip you might get the following error message:
The download is failing because the asset is in backup (offline) – you will not be able to download it until it’s been restored (made online). To see if an asset is offline, you can look at it in ‘Asset Properties’ and scroll down to the tab ‘Current Status’.
Here you can see the asset is ‘offline’ and is ‘backed up’. This means the asset won’t be available for download until you’ve restored it. If an asset is archived, but not backed up it won't help to restore from backup.
To restore the asset you can do the following:
1. Open asset in ‘Asset Properties’.
2. Open 'Menu' at the top.
3. Select 'Restore selected from backup'. Choose wanted option and click 'Ok'. ‘Standard’ is non-priority, while choosing ‘Expedited’ will put the restoring in the priority queue.
Once you’ve done this, a message will confirm the order. You will receive an email (to the email address you are logged in with) with a confirmation when the asset is restored and ready for download. This can take several hours, if you’ve chosen the standard option.
Why you must restore an asset
Assets are put in backup based on the rules placed by the account owners (UEFA admins, for example). It costs to have all content online, so some accounts choose to put certain content in backup.
Some users do not have the option of restoring assets. If you do not have this access, please contact your account representative. The restoring job should be placed by either the end-user (you) or your admin. This is because it costs a fee to restore.