Troubleshooting

Import problems

Fix creatives that won't import from Google Drive, Dropbox or Frame.io, and a live campaign that can't be imported.

This page covers the messages you can see when you import creatives from Google Drive, Dropbox or Frame.io, and when a campaign can't be imported.

You must connect an ad account to import videos

You must connect an ad account to import videos from Google Drive.

The same message appears for Dropbox and Frame.io. You may also see:

A valid ad account connection is required to import videos from Google Drive.

Why it happens. Images import into your library without an ad account, but a video is uploaded to the brand's ad account, so it needs a working connection. The first message means the brand you're in has no ad account connected. The second means it has one, but the Facebook connection behind it is no longer valid, usually because it expired. If you picked images and videos together, the images still come in.

How to fix it.

  1. Check which brand is active in the switcher at the top of the sidebar.

  2. If Facebook has expired, open Settings, then Facebook, and select Reconnect Facebook.

  3. If the brand has no ad account, connect one, or switch to a brand that has one and import the videos there.

No images or videos found in a folder

No images or videos found in "Vela Protein Bar". If the folder is not empty, open it in the picker and select the files inside instead.

Why it happens. You picked a Google Drive folder, and Koast found no images or videos it could read in it.

How to fix it. Open the folder in the picker and select the files inside it, then import again.

Your Adobe account has no Frame.io access

Your Adobe account has no Frame.io access

Adobe sign-in worked, but that profile doesn't have a Frame.io (V4) account, so Koast can't browse your assets.

Why it happens. Koast works with the current Frame.io, which Adobe calls V4. The Adobe profile you signed in with either isn't the one that owns your Frame.io workspace, or your Frame.io account is a legacy one that hasn't moved to V4.

How to fix it.

  1. Connect Frame.io again and sign in with the Adobe profile that owns your Frame.io workspace.

  2. If your account is a legacy Frame.io account, it has to be upgraded to the new Frame.io (V4) by Adobe before you can connect it.

Wrong Dropbox Account

Wrong Dropbox Account

You're trying to import files from a different Dropbox account than the one connected to Koast.

Why it happens. The Dropbox account you're logged into in your browser isn't the one connected to Koast. The dialog shows both.

How to fix it. Pick one of the two options, then continue:

  • Use the connected account. Pick the first option, which is named after the connected Dropbox account and reads "Switch your browser to the connected account, then try importing again.". Select Switch Browser Account, sign back in to Dropbox with that account and import again.
  • Use the account you're logged into. Pick Switch to the account you're logged into, then select Disconnect & Connect New Account. Koast disconnects Dropbox, and you connect the other account.

This campaign is in another ad account

When you import a live campaign into the builder and launch it, you may see:

This campaign is in another ad account. Import it into that account, or pick one from the ad account this launch uses.

Why it happens. The campaign lives in a different ad account from the one this launch writes to. Koast imports a campaign into its own ad account only, so nothing was created.

How to fix it. Switch to the brand whose ad account holds the campaign and import it there, or pick a campaign from the ad account you're launching to. See Import live campaigns.

Still stuck?

Tell us where you were importing from, the ad account you're in and the exact message. Still stuck? Message us from the chat bubble.

Missing pages, pixels or ad accounts

Find out why a page, pixel, Instagram account or ad account isn't showing up in Koast, and bring it back.

Validation messages and budget minimums

What each message Koast shows before you launch means, including budget minimums, copy limits, Messenger and location radius.

On this page

You must connect an ad account to import videosNo images or videos found in a folderYour Adobe account has no Frame.io accessWrong Dropbox AccountThis campaign is in another ad accountStill stuck?