We've resolved an issue where archived files weren't automatically restoring when accessing older projects, eliminating the need for manual support intervention.
Previously: Older files in projects unused for over 6 months were automatically moved to archival storage tier for more efficient storage. However, we discovered a bug where these archived files weren't automatically restored when users accessed old projects. This meant video and audio assets weren't immediately available within the project (videos couldn't play, and only 4.3 KB placeholder files were downloaded when trying to save media assets locally), requiring manual intervention from our team.
Now Fixed: When you access an older project, file restoration now starts automatically. Here's what to expect:
- Restoration Time: 3-5 hours for files to become fully available
- No Manual Intervention: The process happens automatically - no need to contact support
- If Issues Persist: If files aren't available after 5 hours, contact us at support@rask.ai and we'll investigate
Note: During restoration, you may temporarily experience videos that won't play or small placeholder files when downloading - this is normal and will resolve once restoration completes.