Documentation AEM as a Cloud Service User Guide

Troubleshoot Dynamic Media

Last update: May 14, 2024

Topics:
Troubleshooting,Image Sets,Viewers

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Admin
User

The following topic describes troubleshooting for Dynamic Media.

New Dynamic Media configuration

See Troubleshoot 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`**
`<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	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.	Assign a video profile to the folder. Edit video profile to include more than one encoding preset. Wait for video to finish processing. Before you reload the video, make sure that the Dynamic Media Encode Video workflow is not running. 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.	Check that the Dynamic Media Configuration under Cloud Services is properly set up. 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.	Assign a video profile to the folder. Wait for video to finish processing.

Viewers

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

Issue: Viewer presets are not published

How to debug

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 the following: _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, select either of the List all Unactivated Assets buttons to see details.

Solution

Navigate to viewer preset list in admin tools: https://localhost:4502/libs/dam/gui/content/s7dam/samplemanager/samplemanager.html
Select all viewer presets, then select Publish.
Navigate back to sample manager and observe that unactivated asset count is now zero.

Issue: Viewer preset artwork returns 404 from Preview in asset details or Copy URL/Embed code

How to debug

In CRXDE Lite do the following:

Navigate to <sync-folder>/_CSS/_OOTB folder within your Dynamic Media sync folder (for example, /content/dam/_CSS/_OOTB).
Find the metadata node of the problematic asset (for example, <sync-folder>/_CSS/_OOTB/CarouselDotsLeftButton_dark_sprite.png/jcr:content/metadata/).
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.
Attempt to request the artwork directly from Dynasmic 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

Solution

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

Navigate to CRXDE Lite.
Delete <sync-folder>/_CSS/_OOTB.
Navigate to the CRX Package Manager: https://localhost:4502/crx/packmgr/.
Search for viewer package in the list; it starts with cq-dam-scene7-viewers-content.
Select Reinstall.
Under Cloud Services, navigate to the Dynamic Media Configuration page, then open the configuration dialog box for your Dynamic Media - S7 configuration.
Make no changes, select Save.
This save action triggers the logic again to create and sync the sample assets, viewer preset CSS, and artwork.

Issue: Image Preview is not loading in Viewer presets authoring

Solution

In Experience Manager, select the Experience Manager logo to access the global navigation console, then navigate to Tools > General > CRXDE Lite.
In the left rail, navigate to the sample content folder at the following location:

/content/dam/_DMSAMPLE
Delete the _DMSAMPLE folder.
In the left rail, navigate to the presets folder at the following location:

/conf/global/settings/dam/dm/presets/viewer
Delete the viewer folder.
Near the upper-left corner of the CRXDE Lite page, select Save All.
In the upper-left corner of the CRXDE Lite page, select the Back Home icon.
Re-create a Dynamic Media Configuration in Cloud Services.

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