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Frequently Asked Questions

What is a clock number and how do I get one?

A clock number consists of several groups of letters or numbers. Each group provides a piece of information. 

CopyCentral checks the format of a clock number when you enter it and will not let you submit with an invalid format. The format required depends on the submission type. The fields within a clock number are fixed width and so all characters/digits must be present. I.e. if it is 3 digits and you want number one you enter '001'.

For short-form submissions (including Teleshopping under 5 minutes duration) the format is (where AAA is your agency code):

   AAA/BBBB123/456

 The 1st three letters of the clock number must be your Agency Code. This will be created and sent to you by Clearcast after registering with us (you can only use these)

  • The middle section of the clock number is made up of four letters followed by three numbers. This section is created by you. The four letters must be something relevant to either the agency, client or product. For the three numbers use ‘001’ for your first ad submitted to us, ‘002’ for your next one etc. If preferred you can use your own internal numbering, please ensure it’s three digits. 

  • The last 3 digits should be the duration of the ad so for example a 30 sec ad will be ‘030’.

For Teleshopping submissions the format is:

   AAA/BBBB12/3456

 The 1st three letters of the clock number must be your Agency Code. This will be created and sent to you by Clearcast after registering with us (you can only use these)

  • The middle section of the clock number is made up of four letters followed by two numbers. This section is created by you. The four letters must be something relevant to either the agency, client or product. For the two numbers use ‘01’ for your first ad submitted to us, ‘02’ for your next one etc. If preferred you can use your own internal numbering, please ensure it’s two digits. 

  • The last 4 digits should be the duration of the ad so for example a 30 minute ad will be ‘1800’.

 

This clock number must be clearly displayed onscreen whilst the countdown clock counts down.

 

Who creates clock numbers?

 Agencies or advertisers are responsible for making up the clock number, but we allocate the agency code in the clock number.

 

I am submitting a video but why won't CopyCentral let me use my usual clock number prefix?

When first registering with Clearcast for copy clearance every agency is given a unique clock number prefix code (first 3 characters in a clock number) which they should use when submitting copy for clearance. The reason each agency has their own code is to stop an agency creating copy with a clock number that has already been used. 

However our previous clearance system, Adway, did not check the prefix, meaning that any agency could use any code. This has resulted in us receiving numerous calls over the years from agencies asking why they couldn’t submit with a certain clock number despite having never used it. The answer always being that someone else had.

In CopyCentral we have added checks to ensure that this doesn’t happen - an agency has to use their allocated code. The only exception to this is when submitting on behalf of another agency (see I am submitting on behalf of a client but CopyCentral will only let me use my agency’s clock number prefix and not theirs, what should I do as my client doesn’t want to re-slate their ads?). If you are unsure what your agency code is, from within CopyCentral select the "Admin" menu and then "Company" from the drop-down. The "Allocated Agency Code" is displayed in the top right-hand corner. 

 

How do I raise a support ticket to report a bug/issue, ask a question or suggest a feature?

If you have a question, are having an issue, have discovered a bug or want to suggest a feature, this can all be done via our support ticketing system. You can fill out a ticket with all of the information which will get logged in our system. You will then get updates on the ticket you have raised. You can also see all the previous tickets you have created.

You can raise a ticket by clicking “Submit a Request” and the top of the Help Portal or by clicking here.

Select the ticket type:

  • CopyCentral Help – If you have are having a problem or think you have hit a bug.
  • CopyCentral Upload Issues – If you are having trouble uploading a video.
  • CopyCentral Feature requests – If you have a suggestion for a new feature.

Fill out all the fields you can with as much information as possible. Please provide a contact number in case we need to discuss this with you.

Our support team are also equipped with TeamViewer so can use this software to assist where necessary. http://www.teamviewer.com/en/ 

 

I don’t have an account for CopyCentral, what should I do?

If your company has used Clearcast for copy clearance in the past then your company should already have an account registered. Every company has one or more super-users who are responsible for creating accounts for staff that need access to CopyCentral, and removing accounts of staff members when they leave.

If your company hasn’t used Clearcast for copy clearance in the last year your company will need to be registered. Clearcast have a dedicated team for those companies who are new to TV Advertising and have a process for registering companies on CopyCentral. Please click here for more information.

 

I have a CopyCentral submission but why can't I upload a new script version?

CopyCentral will prevent you from uploading a new script version to your submission whilst it is "With Clearcast". A lot of work goes into processing a script submission and providing feedback. It's best you wait for your Clearcast contact to finish reviewing your submission and providing feedback which you can then incorporate, before submitting a new version. If this is an urgent change then please speak to your Clearcast contact

 

I have clicked on "forgotten password" and entered my email address but I haven’t received an email, what should I do?

Check with one of your company’s super users to ensure you have an account. If you have an account is likely emails from CopyCentral are being blocked. Please see the following section “I am not receiving automated emails from CopyCentral, what should I do?”.

 

I am not receiving automated emails from CopyCentral, what should I do?

All emails from CopyCentral are sent from No_Reply@copycentral.co.uk. The first thing is to check with your IT department. It is possible that emails from CopyCentral are ending up in your junk mail folder or are being blocked by your company’s mail server. Please ask your IT department to ensure that the CopyCentral email address is whitelisted. If you still have problems then raise a support case (See “How do I raise a support ticket to report a bug/issue, ask a question or suggest a feature?”) with us, provide contact details for your IT Department and we will investigate for you.

 

I have many similar edits with lots of artist, advertiser or music information do I have to enter into every submission?

CopyCentral has a submission copy feature that will save you entering the same information on all of the submissions you are creating. First create one submission and make sure you have entered all of the information onto it. Once complete go into the submission and on the “Details” tab click the Action button and select “New Copy”. This will create a copy of the original submission. If this was a Video submission with a TVC, once you upload the video or check the “Record information without a file” box, the TVC Details section will also display the information entered into the first submission.

 

Is there specific video file specifications I need to follow when submitting my ad?

CopyCentral supports a number of common video formats including delivery formats to save from having to produce a different file format just for clearance. The latest file specification document can be found here. There are several important points to note: 

  1. The video must have a resolution that is either Standard Definition, 1024x576 or 1920x1080. 1280x720 is not supported.
  2. The video must have a frame-rate of 25 frames per second (50 fields per second).
  3. The video must be Interlaced (Top Field First). Bottom field first and progressive scan files will be automatically refused by the system.
  4. Anything that doesn’t meet the published specification should be rejected straight after upload but may not  be detected until it is physically checked by the ingest team.
  5. Clearcast accept no responsibility for delays in clearance relating to the upload of video files to CopyCentral that do not adhere to the published specification. 
  6. If you experience video upload issues we advise you to upload the delivery master file that is sent to broadcasters.

 

I am submitting on behalf of a client but CopyCentral will only let me use my agency’s clock number prefix and not theirs, what should I do as my client doesn’t want to re-slate their ads?

For many years when an agency registered with Clearcast they were allocated a clock number prefix code. However some chose not to use this which has caused issues and some confusion.

In CopyCentral an agency can only use their own clock number prefix when creating submissions. However CopyCentral does allow an agency to create submissions on behalf of another and in this case the other agency's prefix must be used.

If you are unsure how this works and need to use this functionality please contact the Operations team by raising a support ticket. Please see the section above "How do I raise a support ticket to report a bug/issue, ask a question or suggest a feature?"

 

I have multiple edits that only differ by end frame/pack shot or telephone number/website address, do I need to upload a video to every submission?

What you should do is:

  1. Create the first submission, add all of the information including music and artist details.
  2. Upload the video.
  3. Go into the submission and on the details tab select “New Copy” from the Actions button. This will create a copy of the first submission copying across the data so that you don’t need to edit it.
  4. In the TVC section you can tick the “Record information without a file” checkbox, you will then be able to provide the clock number and submit.
  5. Repeat for the remaining submissions.
  6. You will then need to speak to your Clearcast Executive or Operations. Assistant to see if a parent and child relationship can be setup.

 

I need to enter a list of artists in the visual and/or voice-over artists fields. Do I have to enter these one by one?

From within the submission you can enter these in the field one by one. However if you have a list of these you can copy and paste this list straight into the field. The list should have the different artists separated by a comma e.g. Father Christmas, Tooth Fairy, Easter Bunny.

  

Previously I could get a video link code which I could send to my post production house for them to upload the video.  I can't see this on the new system.  Do I have to add them as a user and they add the video onto my submission?

CopyCentral doesn’t yet support upload links for submissions. To allow a posthouse to upload on your behalf the best thing is for the posthouse to be registered company with CopyCentral. You can then utilise team sharing to give your posthouse access to the submissions they need to upload for you.

See the section “I am submitting on behalf of a client but CopyCentral will only let me use my agency’s clock number prefix and not theirs, what should I do as my client doesn’t want to re-slate their ads.”

 

Do we get any e-mail notification that a script/ad has been approved?

When a final action (Approved, Withdrawn, Rejected etc) is applied to your submission, the user who created the submission will receive an email stating that the submission has had a final action applied.

Clicking the “View Submission” link in the email will take you to the submission. The final action applied will be clearly visible on the “Final Actions” tab of the submission.

  

Why don’t I get a final action document that I can forward on to TV Stations?

CopyCentral does not give you a clearance certificate, as broadcasters do not need to receive the certificate from you – they will have access to this information themselves. If a broadcaster asks for the clearance certificate, it may be that they are not on our list of channels that we clear for, which you can find here.

If a broadcaster is not on this list, then they will not have an agreement with Clearcast for our services. Sharing the clearance status (approved or not and any scheduling restrictions) is in breach of our T&Cs (a copy is accessible from your profile in CopyCentral and you will have agreed to this when accessing the system for the first time). 

Anyone in breach of our T&Cs may lose their access to CopyCentral.

 

When are email notifications sent?

CopyCentral sends email notifications to the submission owner (the person who originally created the submission) at various points through the work flow which are:

Action          

Email Sent to

Add, update, remove Provisional Status

Submission Owner

Final Actions applied

Submission Owner

Final Actions Removed

Submission Owner

Submission Pending Agency

Submission Owner

Submission Created

Submission Owner

Transcode Failed

Submission Owner

Transfer Failed

Submission Owner

Reset Password

Requester

Submission status "Requires Amends"

Submission Owner

Submission status "Refused at Ingest"

Submission Owner

When Clearcast leave feedback

Submission Owner

When submission is sent back to agency

Submission Owner

 

 

 

 

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