Step one, if you've been using the search box on Media Shuttle please be aware that it only shows limited results. Using the Ctrl + F keyboard shortcut is more accurate, and actually scrolling the site (painstaking as that might be) is the only 100% thorough way of finding a video in Media Shuttle.

Step two, make sure you’ve read all the order messages in case the videos are intentionally stored somewhere else (for instance if it’s a bulk project or a secure project). 

Step three, check the _CMU Temp folder within Proxy videos. Older videos (Over 30 Days Old generally) will be in there.

Step four, you can email TechOps with the video name including file extension and the order number from Ooona and we’ll try to hunt it down. Please CC the project manager as well in case they have additional info. If TechOps cannot retrieve the video, the PM will need to request a new one from the client.