Troubleshoot issues with ViTA

If you have issues with an account or asset on ViTA, these steps can help fix the problem.

Issues with account access

If you aren’t able to access your account:

• Check that you received an email invite through ViTA from Google or the account owner.
• Verify that your email address has access rights to the account. The email address must be linked to a Google Account.

Tip: If you don’t have access, contact the account owner for an email invitation.

If you still can’t access ViTA, the owner of the account should:

• Verify in ViTA that your email address has account access.
• Verify that the access rights are set to “Owner” or “Writer.” If the access rights are set to “Reader,” change it to “‘Writer.”

Tip: If no one in your company has access to ViTA, contact the ViTA support team at [e-mail].

A media asset doesn’t show

If you don’t find your video in the Google Search results page:

1. Check that your internet browser and the media asset are set to the same language.
2. Make sure the country or region where you’re connected to the internet isn’t blocked by geo-restrictions on your ViTA account.
3. Verify that the video type of your content corresponds to the phase, date, and time of the event. Learn more about how to verify your media in Google Search.
4. For website videos, check that the thumbnail:
   • Displays correctly.
   • Is globally available.
   • Complies with guidelines.
5. For YouTube videos, verify the video settings:
   • The video is publicly available.
   • The geo-restrictions profile is set up correctly.

If you can’t identify the reason for your issue, send an email to [e-mail]. Include:

• Your ViTA account name
• The asset URL
• The tagged entity
• Any screenshots of the issue
• CC your Google partner manager

A league isn’t available

If a league isn’t available and you want to add it to your ViTA account, contact your Google partner manager. If your content meets the content guidelines, your Google partner manager can work with the ViTA support team to update your account.

If you don’t know your Google partner manager, send an email to [e-mail].

Issues with a thumbnail

Make sure that your thumbnails follow content guidelines. Images that don’t meet these requirements can cause thumbnails to:

• Display incorrectly.
• Not show even when they used to show up.

Tip: If your thumbnail image meets the requirements but you still experience issues, send an email to [e-mail].

Error codes

If you get an error code when you use or access ViTA, these steps can help troubleshoot.

Caller doesn't have permission

• Sign in to ViTA.
• At the top right, click Add Expand .
• Set your access permission to Writer.

Learn how to manage access in ViTA.

ERR_TOO_MANY_REDIRECTS

If you get this error, the Google Account used to access ViTA is linked to a Google Workspace (formerly GSuite) domain. To fix this issue:

1. Create a new invitation to ViTA. Use a new Gmail that isn’t linked to any Google Workspace domain.
2. Your network domain administrator can allowlist partnerdash.corp.google.com.

Learn more about how to turn additional Google services on or off and Partner Dash.

Tip: If these steps don’t fix the issue or if you get any other error codes, send an email to [e-mail].