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Cart download returns an empty zip file

Last updated: November 2th 2026 · Status: Validated · Article ID: 4006224

💻 Environment/Context

  • Download
  • ScorePlay Agent

 

❓ Issue/Question

  • I'm trying to bulk download a cart with 83 assets (original files, retrieved from local NAS) but only thing I get is an empty zip. My assumption is retrieving from NAS via cart is not working (if I add a proxy to the cart, then I get that file only when bulk downloading)
  • The cart download shows as completed, but the zip file is empty or can't be opened

 

👌 Resolution/Answer

  • This is a known issue that our team is looking into. Until it's fixed, use one of the workarounds below
  • Workaround A
    • Add the media to a cart with 1080p quality selected
    • Download the cart
  • Workaround B
    • Reach out to the ScorePlay Support team via Live Chat and ask them to tag all the media in your cart
    • Search for that tag in the Media Library
    • Select all the media
    • Download them in Original quality

 

🥚 Cause

  • Media sent by the ScorePlay Agent keep their original file on your local storage. The cart download only fetches files stored in ScorePlay's cloud, so it skips these originals and creates an empty zip

 

🔖 Notes

  • This only affects media whose original file is on your local storage
  • The download shows as completed even when the zip is empty
  • What is a Cart feature?