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File is not ingested via the Agent

Last updated: September 14th 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 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 they 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 search for the name of the most parent folder on the user's storage
  • If no results are shown in either of the storage settings, the service request to add the new storage path would need to be raised to the 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