This article answers frequently asked questions about the Media Hub. It is divided into two sections.
Table of contents
Feature-related questions (support topics)
- Why are some image files not visible?
- How are duplicates handled during upload?
- Why is a file recognized as a duplicate even though it differs slightly?
- Why are some features disabled or unavailable?
- A person is not recognized reliably. How can this be corrected?
- Why are newly uploaded images not immediately available in visual search?
- Which file formats are supported?
- What is the difference between folders and albums?
- Can files be copied to other folders?
Contract-related questions (SaaS topics)
- What happens after the 14-day trial period ends?
- Is the number of user licenses really unlimited?
- What are guest user accounts?
- What happens when the storage quota is used up?
- What happens when AI transactions are used up?
- Which billing intervals are available?
- Is there a minimum contract term?
- Is it necessary to install an application?
- Which browsers are supported?
- Are the servers used certified?
- Is it possible to conclude a data processing agreement under Art. 28 GDPR?
- Can the Media Hub be operated on-premises or in a private cloud?
Feature-related questions
Why are some image files not visible in the Media Hub?
In most cases, this is caused by a setting in the display options. There, it is possible to choose between showing or hiding duplicates. If all image files should always be displayed, the option Show duplicates is recommended.
How are duplicates handled during upload?
The system automatically detects potential duplicates during upload. It can already be defined during the upload process how these files should be handled (e.g. keep or discard duplicates). Duplicates can also be managed later, allowing precise control over which versions are retained.
Why is a file recognized as a duplicate even though it differs slightly?
Duplicate detection is based on the file’s content rather than its file name. As a result, files with minor differences may still be recognized as duplicates. In such cases, both versions can be retained or one version can be discarded.
Why are some features disabled or unavailable?
The availability of certain features depends on the selected license, the current configuration, and the permission group assigned to a user. A configurator showing all license options is available here.
A person is not recognized reliably. How can this be corrected?
If a person is not recognized correctly, the AI training for that person can be reset and restarted. Two suitable photos (clear facial focus, frontal view, good resolution) should be used as training material. Detailed instructions are available here.
Why are newly uploaded images not immediately available in visual search?
Newly uploaded images must first be analyzed and indexed for visual search. This process includes calculating visual features (vector representations) and may take some time, especially for larger uploads. In most cases, the images become available in visual search after a short period.
Which file formats are supported?
The Media Hub supports common image, video, graphic, and document formats. For many file types, including RAW images, visual previews and conversions can be provided. An overview is available here.
What is the difference between folders and albums?
Folders contain the actual file inventory and are used to organize and structure the media pool. Albums, on the other hand, are used to create purpose-specific collections of media and consist of file references. Further details are available here.
Can files be copied to other folders?
Copying files to other folders or areas is not supported. The Media Hub is designed to avoid duplicates and manages each file as a unique object. Files can therefore only be moved. If a file needs to be available in multiple folders, it must be uploaded again and managed as a separate duplicate.
Contract-related questions
What happens after the 14-day trial period ends?
After the 14-day trial period ends, the account is automatically deactivated. If required, an extension of the trial period can be requested.
Is the number of user licenses actually unlimited?
This depends on the package that has been booked. With the Core Package L, the number of users is unlimited, allowing any number of main and guest users to be invited. Other packages may be subject to restrictions.
What are guest user accounts?
Guest user accounts have strongly restricted access and usage rights. They are intended for external participants such as contributors (often photographers) or distributors in the press sector.
What happens when the storage quota is used up?
Additional storage can be added at any time within the Media Hub. The minimum increment is 50 GB. Additional storage becomes available immediately after purchase, and there is no fixed upper limit.
What happens when AI transactions are used up?
Once the allocated AI transactions have been exhausted, the associated functions are deactivated until the next renewal (once per contract year). To avoid interruptions, additional transactions can be added at any time.
Which billing intervals are available?
Billing can be performed either monthly or annually in advance.
Is there a minimum contract term?
The minimum contract term is 30 days for monthly billing and 12 months for annual billing.
Is it necessary to install an application?
No additional applications or plug-ins are required to use the Media Hub. Access is fully browser-based.
Which browsers are supported?
Current versions of all common browsers are supported, such as Google Chrome, Microsoft Edge, Mozilla Firefox, and Safari.
Are the servers used certified?
Data processing takes place in European data centers operated by certified providers, including certifications such as ISO 27001 and ISO 27018.
Is it possible to conclude a data processing agreement under Art. 28 GDPR?
A data processing agreement (DPA) in accordance with Art. 28 GDPR can be concluded.
Can the Media Hub be operated on-premises or in a private cloud?
For customers with increased data protection requirements, the Media Hub can be operated in a private cloud environment or on-premises. The specific details are coordinated individually.