# External Media Missing **URL:** \ **Category:** Users\ **Created:** [November 6, 2012, 5:00am UTC](https://forum.dimagi.com/t/external-media-missing/1116 "2012-11-06T05:00:39Z")\ **Posts on this page:** 3\ **Page:** 1
**Author:** ![Mohini\_Bhavsar](https://dimagi.b-cdn.net/letter_avatar_proxy/v4/letter/m/dec6dc/32.png) [@Mohini\_Bhavsar](https://forum.dimagi.com/u/Mohini_Bhavsar)\ **Post date:** [November 6, 2012, 5:00am UTC](https://forum.dimagi.com/t/external-media-missing/1116/1 "2012-11-06T05:00:39Z")
Hi Pratik, Michael We realize you're experiencing the above error - External Media Missing. Also copying this to commcare-users group. Reinstalling the application is not the only step to resolve this issue. What this message is saying is that media files associated with the application are missing. 1. Please go to the Memory Card and check if there is a CommCare folder. 2. Verify the size of the file. Your multimedia file size should be = If the user's phone has anything less than that, you'll know right away that there are missing files that are causing the error. If by chance the file size matches - then it could be that the file paths have changed. So the titles we had originally assigned for each audio and image file could have changed. I suspect this is rare, but given that users are pretty advanced and exploring phone features, it's possible that the file names have changed. This error can be caused even if the name of the CommCare multimedia folder has changed (so renamed to something else, or called CommCar (missing the E). 1. If you've confirmed that either the file paths could be wrong, or the file size is not correct. You can go to the Multimedia Manager on CommCareHQ where you will find the complete set of media files for your application. [Log In :: CommCare HQ - CommCare HQ](https://www.commcarehq.org/a/rmf/apps/8065de7253c8ea8bd475d5030b976c47/multimedia/map/) For future reference, How to Access the Multimedia Manager: 1. Click on the Applications tab 2. Click on Structure and Configuration. If you cannot see this - please ask any Admin user for your domain to give you access. 3. Scroll down and click on Multimedia 4. You may click on the Multimedia Reference Checker - Here you'll see information what the exact files that have been integrated into your application (images and audio) 5. You may also click on the big blue Download Zip button. You'll be able to download the complete CommCare multimedia folder here. 6. Once you download the ZIP file. Unzip, and copy the entire folder onto the user's memory card. That error should go away. Please let us know if this doesn't work. Your application is on 1.3 currently, because you are using Referrals. In the latest 2.0 version of CommCare, even if files are missing or get deleted after the initial successful installation - this error will not show up and users should be able to continue working without an application error. Mohini > **···** > > -- Senior Field Manager Dimagi - India Skype: m.bhavsar +91 9958037982 ---
**Author:** ![Michael\_Matheke-Fisc](https://dimagi.b-cdn.net/letter_avatar_proxy/v4/letter/m/9fc29f/32.png) [@Michael\_Matheke-Fisc](https://forum.dimagi.com/u/Michael_Matheke-Fisc)\ **Post date:** [November 6, 2012, 5:11am UTC](https://forum.dimagi.com/t/external-media-missing/1116/2 "2012-11-06T05:11:33Z")
Hi Mohini, This email says if the media file =. Should there be a number amount, or does this differ from app to app? Also, any luck with my Saturday question about daily form submissions? -sent from my android- > **···** > > On 6 Nov 2012 10:31, "Mohini Bhavsar" wrote: > > > Hi Pratik, Michael > > > > We realize you're experiencing the above error - External Media Missing. > > Also copying this to commcare-users group. > > > > Reinstalling the application is not the only step to resolve this issue. > > What this message is saying is that media files associated with the > > application are missing. > > > > 1. Please go to the Memory Card and check if there is a CommCare folder. > > 2. Verify the size of the file. Your multimedia file size should be = If > > the user's phone has anything less than that, you'll know right away that > > there are missing files that are causing the error. > > > > If by chance the file size matches - then it could be that the file paths > > have changed. So the titles we had originally assigned for each audio and > > image file could have changed. I suspect this is rare, but given that users > > are pretty advanced and exploring phone features, it's possible that the > > file names have changed. This error can be caused even if the name of the > > CommCare multimedia folder has changed (so renamed to something else, or > > called CommCar (missing the E). > > > > 1. If you've confirmed that either the file paths could be wrong, or the > > file size is not correct. You can go to the Multimedia Manager on > > CommCareHQ where you will find the complete set of media files for your > > application. > > > > [https://www.commcarehq.org/a/rmf/apps/8065de7253c8ea8bd475d5030b976c47/multimedia/map/](https://www.commcarehq.org/a/rmf/apps/8065de7253c8ea8bd475d5030b976c47/multimedia/map/) > > > > For future reference, How to Access the Multimedia Manager: > > > > 1. Click on the Applications tab > > 2. Click on Structure and Configuration. If you cannot see this - please > > ask any Admin user for your domain to give you access. > > 3. Scroll down and click on Multimedia > > 4. You may click on the Multimedia Reference Checker - Here you'll see > > information what the exact files that have been integrated into your > > application (images and audio) > > 5. You may also click on the big blue Download Zip button. You'll be able > > to download the complete CommCare multimedia folder here. > > 6. Once you download the ZIP file. Unzip, and copy the entire folder onto > > the user's memory card. That error should go away. > > > > Please let us know if this doesn't work. > > > > Your application is on 1.3 currently, because you are using Referrals. In > > the latest 2.0 version of CommCare, even if files are missing or get > > deleted after the initial successful installation - this error will not > > show up and users should be able to continue working without an application > > error. > > > > ## Mohini > > > > Senior Field Manager > > Dimagi - India > > Skype: m.bhavsar > > +91 9958037982 ---
**Author:** ![Amelia\_Sagoff1](https://dimagi.b-cdn.net/letter_avatar_proxy/v4/letter/a/ecd19e/32.png) [@Amelia\_Sagoff1](https://forum.dimagi.com/u/Amelia_Sagoff1)\ **Post date:** [November 6, 2012, 4:30pm UTC](https://forum.dimagi.com/t/external-media-missing/1116/3 "2012-11-06T16:30:39Z")
You can also easily access the latest multimedia .zip from the "deploy" link in the release manager. Navigate to the release manager and click the "deploy" button on the latest build. One of the options is "Download Multimedia Zip". Thanks, Amelia > **···** > > On Tue, Nov 6, 2012 at 12:00 AM, Mohini Bhavsar wrote: > > > Hi Pratik, Michael > > > > We realize you're experiencing the above error - External Media Missing. > > Also copying this to commcare-users group. > > > > Reinstalling the application is not the only step to resolve this issue. > > What this message is saying is that media files associated with the > > application are missing. > > > > 1. Please go to the Memory Card and check if there is a CommCare folder. > > 2. Verify the size of the file. Your multimedia file size should be = If > > the user's phone has anything less than that, you'll know right away that > > there are missing files that are causing the error. > > > > If by chance the file size matches - then it could be that the file paths > > have changed. So the titles we had originally assigned for each audio and > > image file could have changed. I suspect this is rare, but given that users > > are pretty advanced and exploring phone features, it's possible that the > > file names have changed. This error can be caused even if the name of the > > CommCare multimedia folder has changed (so renamed to something else, or > > called CommCar (missing the E). > > > > 1. If you've confirmed that either the file paths could be wrong, or the > > file size is not correct. You can go to the Multimedia Manager on > > CommCareHQ where you will find the complete set of media files for your > > application. > > > > [https://www.commcarehq.org/a/rmf/apps/8065de7253c8ea8bd475d5030b976c47/multimedia/map/](https://www.commcarehq.org/a/rmf/apps/8065de7253c8ea8bd475d5030b976c47/multimedia/map/) > > > > For future reference, How to Access the Multimedia Manager: > > > > 1. Click on the Applications tab > > 2. Click on Structure and Configuration. If you cannot see this - please > > ask any Admin user for your domain to give you access. > > 3. Scroll down and click on Multimedia > > 4. You may click on the Multimedia Reference Checker - Here you'll see > > information what the exact files that have been integrated into your > > application (images and audio) > > 5. You may also click on the big blue Download Zip button. You'll be able > > to download the complete CommCare multimedia folder here. > > 6. Once you download the ZIP file. Unzip, and copy the entire folder onto > > the user's memory card. That error should go away. > > > > Please let us know if this doesn't work. > > > > Your application is on 1.3 currently, because you are using Referrals. In > > the latest 2.0 version of CommCare, even if files are missing or get > > deleted after the initial successful installation - this error will not > > show up and users should be able to continue working without an application > > error. > > > > ## Mohini > > > > Senior Field Manager > > Dimagi - India > > Skype: m.bhavsar > > +91 9958037982