FAQ - Frequently Asked Questions

If you do not find a solution in our FAQs, do not hesitate to contact our support

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Questions about your Account

1.

How do I get an ARRI Webgate Account?

To gain access to ARRI Webgate you need to be invited by an ARRI Webgate project administrator. In order to obtain an invitation to a project you would like to contribute to, please contact its project administrator.

2.

How can I book ARRI Webgate?

We would be very pleased to welcome you as a new ARRI Webgate customer. You can experience all of ARRI Webgate’s features with our free one-month trial.
Therefore please contact us at support@arriwebgate.com or +49-89-3809-2222

3.

How do I get an ARRI Webgate Guest Account?

Please click on “FREE Guest Registration” on our homepage and enter the required information. You will receive an activation e-mail after you have submitted the registration form.
Please note that a guest account does not reflect ARRI Webgate’s full functionality. For a detailed review and access to all features we recommend our free one-month trial. See also 2

4.

I can’t log in. What can I do about it?

This could occur due to multiple reasons. Possible solutions are:

You forgot your login name?
Instead of using your login name you can also sign in with your registered e-mail address. If you don’t remember your e-mail address either, please contact our support team at support@arriwebgate.com.

You forgot your password?
In this case please click on the link “Forgot password?” within the login window. Now enter your e-mail address which you used to sign up for ARRI Webgate and you will receive an e-mail containing a link, which lets you set a new password.

You didn’t receive an e-mail to set a new password?
Please check the spam folder in your inbox, in case our e-mail was mistakenly considered spam. If this is not the case please contact our support team at support@arriwebgate.com.

You have completed the registration process but still cannot login?
If the error message 'Your login name or password is incorrect' is displayed at a login attempt after you have completed the registration, this might be the result of a missing activation of your account. Please check your e-mail inbox for a second e-mail from Webgate with subject 'Please activate your account'. Click the link within this e-mail to finish the activation. Now you should be able to log into your account. Please contact the person who invited you to Webgate in case further problems occur. The inviter’s name can be found in the invitation e-mail.

5.

How can I change my password?

In order to change your password, please sign in with your current account data.

Click on your user name within the header of our homepage and select “My Profile”, choose “Change password” on the left hand side of the page and fill in the presented form.

Submit your newly entered password by pressing the “change password”-button.

6.

How can I change my profile information?

Prior to changing your profile data, you need to log in using your current account credentials. After successfully signing in, please click on your user name in the header section and select “My Profile”. Choose “Change profile data” on the left hand side of the page, alter the information you would like to change and submit the changes by clicking on the “Change”-button.

7.

How do I remove a user from my project as a project admin?

Visit the ARRI Webgate admin area, select the desired user and remove all of the user’s roles in all areas/rooms. Now this particular user no longer has access to your project. It also disappears from the user overview of your project.

Questions about ARRI Webgate

1.

Is it possible to resume an incomplete upload?

To resume an incomplete upload, visit the browser view and click on the pen symbol located next to the unfinished file. Now select “reupload file” and the upload will continue from where it was interrupted.

2.

Is it possible to create a playlist from an uploaded video file?

To create a playlist from an already uploaded video file, change to the browser view and click on the pen next to the desired video file. Now select “Add shared file as clip to playlist” or “Create playlist for clip”.

3.

Is it possible to receive files from someone without an ARRI Webgate account?

Yes this is possible. In order to do so, create a folder, click on the pen symbol right next to the newly created folder and select “Create upload Directlink”. During the creation process you can set a validity period and a password. Furthermore you can choose whether or not you want to receive a notification as soon as someone uploads any files using this Directlink. Now you only need to share this Directlink e.g. via e-mail.

4.

Is it possible to upload a DCP and convert it to a playlist?

ARRI Webgate supports the conversion of unencrypted DCPs with one reel.

In order to convert a DCP into a playlist, please follow these steps:

Zip the DCP into a .zip file containing all associated meta data. Select “Add File” in the ARRI Webgate browser view and upload the .zip file. As soon as the gear is no longer displayed, click on the pen on the right hand side of the .zip file and select “Create playlist for clip”.

ARRI Webgate now converts the DCP into the predefined streaming and download formats and takes care of the X’Y’Z’ to R’G’B’ REC709 conversion.

5.

How do I move a file, folder, playlist or gallery via Drag & Drop?

Grab the file, folder, playlist or gallery, which you would like to move, on the left edge of the gray shaded area and drag it into the desired folder within the tree view on the left hand side of the browser view.

6.

How can I display a preview of a file?

Move your mouse over the symbol to the left of the file name. As you hover above the symbol the tool tip “Show preview” is displayed“. Now click with the left mouse button and a preview of that file will appear.

7.

Can I delete linked files without deleting their source file?

Deleting linked files will not affect their source files. Deleting the link source however leads to the deletion of all linked versions.

8.

How do I search for files?

To search for files, use the search box located on the left hand side beneath the tree view. Enter the file name into the field “name” and a search is initiated. You can also search through all subfolders by activating the checkbox “include subfolders” next to the search button.

Questions about Directlinks

1.

How do I search for Directlinks?

To perform a search on all Directlinks, click on “Directlinks” at the bottom of the browser view and choose “Search”. Enter the Directlink’s access code (last 16 hexadigits of the link) or the entire link and click “Search for Directlink”.

2.

How can I add objects to a Directlink subsequently?

Search for the Directlink via “Directlinks” – “Search” or show all Directlinks via “Directlinks” – “Show all”.

Click on the pen symbol right of the Directlink and select “Add new items”. Select the items that you want to add in the pop-up and click “Add”.

Questions about the video player

1.

My Internet Explorer plays videos without sound. What can I do?

Check the multimedia settings in your Internet Explorer.

Select the menu item "Internet Options". In the "Advanced" tab under "Multimedia" check "Play sounds on Webpages" and then apply your changes.

If you still hear no sound, switch to another browser.