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File is not ingested via the Agent

Last updated: July 22th 2026 · Status: Validated · Article ID: 3893111

💻 Environment/Context

  • Agent
  • BYOS
  • Local Storage
  • No results in the Agent > Search Path section

 

❓ Issue/Question

  • This file is not auto ingesting via the server
  • User reports a file that is failed to be synced on the ScorePlay platform via the Agent and is not showing up in the Search Path search results (system didn't detect the file)

 

👌 Resolution/Answer

  • Ask the user to clarify the most “parent” folder in the subpath the upload the media to on their Local storage.
    • Example: “Pre Season Tour” would be the parent here

  • Go to the platform and open the Agent section. 
  • Open each Storage settings on by one by clicking on the Settings icon

  • When inside storage settings use the browser search to serach for the name of the most parent folder on the users storage.
  • If no results are shown in neither of the storage settings, the service request to add the new storage path would need to be raised to ScorePlay Tech team via Support chat.
    • If there are results matching the subpath, it's most likely a technical bug.

🥚 Cause

  • The agent won't scan the subpaths that are not preconfigured in one of the storage settings.

 

🔖 Notes