Troubleshooting Dynamic Media

The following topic describes troubleshooting for Dynamic Media.

New Dynamic Media Configuration

See Troubleshooting a new Dynamic Media Configuration.

General (All Assets)

The following are some general tips and tricks for all assets.

Asset Synchronization Status Properties

The following asset properties can be reviewed in CRXDE Lite to confirm the successful synchronization of the asset from Adobe Experience Manager to Dynamic Media:

Property Example Description
<object_node>/jcr:content/metadata/dam:scene7ID a|364266 General indicator that node is linked to Dynamic Media.
<object_node>/jcr:content/metadata/dam:scene7FileStatus PublishComplete or error text Status of upload of asset to Dynamic Media.
<object_node>/jcr:content/metadata/dam:scene7File myCompany/myAssetID Must be populated to generate URLs to remote asset of Dynamic Media.
<object_node>/jcr:content/dam:lastSyncStatus success or failed: <error text> Synchronization status of sets (spin sets, image sets, and so on), image presets, viewer presets, image map updates for an asset, or images that were edited.

Synchronization Logging

Synchronization errors and issues are logged in error.log (Experience Manager server directory /crx-quickstart/logs/). Sufficient logging is available to determine the root cause of most issues, however you can increase the logging to DEBUG on the com.adobe.cq.dam.ips package through the Sling Console (https://localhost:4502/system/console/slinglog) to gather more information.

Version Control

When replacing an existing Dynamic Media asset (same name and location), you can keep both assets or replace/create a version:

  • Keeping both creates an asset with a unique name for the published asset URL. For example, image.jpg is the original asset and image1.jpg is the newly uploaded asset.

  • Creating a version is not supported in Dynamic Media. The new version replaces the existing asset in delivery.

Images and Sets

If you are having issues with images and sets, see the following troubleshooting guidance.

Issue How to debug Solution
Cannot access copy URL/Embed button in asset detail view

  1. Go to CRX/DE:

    • Check whether the preset in the JCR /etc/dam/presets/viewer/<preset> has lastReplicationAction defined. This location applies if you upgraded from Experience Manager 6.x to 6.4 and opted out of migration. Otherwise, the location is /conf/global/settings/dam/dm/presets/viewer.
    • Check to make sure that the asset in the JCR has dam:scene7FileStatus under Metadata shows as PublishComplete.

Refresh page/navigate to another page and come back (side rail JSP must be recompiled)

If that does not work:

  • Publish asset.
  • Reupload asset and publish it.
Carousel hotspot moves around after switching between slides

Check that all slides are the same size.

Use only images with the same size for the carousel.
Image does not preview with the Dynamic Media viewer

Check that the asset contains dam:scene7File in the Metadata properties (CRXDE Lite)

Check that all assets have finished processing.
Uploaded asset does not show in asset selector

Check asset has property jcr:content > dam:assetState = processed (CRXDE Lite)

Check that all assets have finished processing.
Banner on card view shows New when asset has not started processing Check asset jcr:content > dam:assetState = if unprocessed it was not picked up by the workflow. Wait until asset is picked up by workflow.
Images or sets do not display the viewer URL or embed code Check if the viewer preset has been published.

Go to Tools > Assets > Viewer Presets and publish the viewer preset.

Video

If you are having issues with video, see the following troubleshooting guidance.

Issue How to debug Solution
Video cannot be previewed
  • Check that the folder has a video profile assigned to it (if non-supported file format). If non-supported, only an image displays.
  • Video profile must contain more than one encoding preset to generate an AVS set (single encodings are treated as video content for MP4 files; for non-supported files, treated the same as non-processed).
  • Check that the video has finished processing by confirming dam:scene7FileAvs of dam:scene7File in metadata.
  1. Assign a video profile to the folder.
  2. Edit video profile to include more than one encoding preset.
  3. Wait for video to finish processing.
  4. Before you reload the video, make sure that the Dynamic Media Encode Video workflow is not running.
  5. Reupload the video.
Video is not encoded
  • Check whether Dynamic Media Cloud Service is configured.
  • Check whether a video profile is associated with the upload folder.
  1. Check that the Dynamic Media Configuration under Cloud Services is properly setup.
  2. Check that the folder has a video profile. Also, check the video profile.
Video processing takes too long

To determine if video encoding is still in progress or if it has entered a failure state:

  • Check the video status https://localhost:4502/crx/de/index.jsp#/content/dam/folder/videomp4/jcr%3Acontent > dam:assetState
Video rendition missing

When video is uploaded, but there are no encoded renditions:

  • Check that the folder has a video profile assigned to it.
  • Check that the video has finished processing by confirming dam:scene7FileAvs in metadata.
  1. Assign a video profile to the folder.
  2. Wait for video to finish processing.

Viewers

If you are having issues with viewers, see the following troubleshooting guidance.

Issue How to debug Solution
Viewer Presets are not published

Proceed to sample manager diagnostic page: https://localhost:4502/libs/dam/gui/content/s7dam/samplemanager/samplemanager.html

Observe computed values. When operating correctly, you see:

_DMSAMPLE status: 0 unsyced assets - activation not necessary _OOTB status: 0 unsyced assets - 0 unactivated assets

Note: It can take about 10 minutes after configuration of Dynamic Media cloud settings for the viewer assets to sync.

If unactivated assets remain, click either of the List all Unactivated Assets buttons to see details.
  1. Navigate to viewer preset list in admin tools: https://localhost:4502/libs/dam/gui/content/s7dam/samplemanager/samplemanager.html
  2. Select all viewer presets, then click Publish.
  3. Navigate back to sample manager and observe that unactivated asset count is now zero.
Viewer Preset artwork returns 404 from preview in asset details or copy URL/embed code

In CRXDE Lite do the following:

  1. Navigate to <sync-folder>/_CSS/_OOTB folder within your Dynamic Media sync folder (for example, /content/dam/_CSS/_OOTB),
  2. Find the metadata node of the problematic asset (for example, <sync-folder>/_CSS/_OOTB/CarouselDotsLeftButton_dark_sprite.png/jcr:content/metadata/).
  3. Check for the presence of dam:scene7* properties. If the asset was successfully synced and published, you see the dam:scene7FileStatus set is to PublishComplete.
  4. Attempt to request the artwork directly from Dynamic Media by concatenating the values of the following properties and string literals
    • dam:scene7Domain
    • "is/content"
    • dam:scene7Folder
    • <asset-name>
    • Example: https://<server>/is/content/myfolder/_CSS/_OOTB/CarouselDotsLeftButton_dark_sprite.png

If the sample assets or viewer preset artwork has not synced or published, restart the entire copy/sync process:

  1. Navigate to /libs/dam/gui/content/s7dam/samplemanager/samplemanager.html
  2. Select the following actions in order:
    1. Delete Sync folders.
    2. Delete Preset folder (below /conf).
    3. Trigger DM Setup Async Job.
  3. Wait for notification of successful sync in your Experience Manager Inbox.

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