Documentation

Videos and renditions fail to load or download in AEM Brand Portal

Last update: Mon Sep 22 2025 00:00:00 GMT+0000 (Coordinated Universal Time)

Videos published from Adobe Experience Manager (AEM) to Brand Portal trigger a  fail to load data  error when accessed. Similarly, dynamic renditions download as corrupt or incomplete files. These issues occur due to misaligned configuration or outdated credentials between AEM Author and Brand Portal. To fix this, reconfigure Dynamic Media settings, update credentials, and republish the assets.

Description description

Environment

Adobe Experience Manager (AEM) Brand Portal

Issue/Symptoms

  • Video publishing error:

    • Videos publish successfully from AEM to Brand Portal.
    • When accessing the folder containing these videos in Brand Portal, a fail to load data  error appears.
    • The folder becomes accessible only after unpublishing the videos.

  • Dynamic rendition download error:

    • Dynamic renditions (image presets) publish to Brand Portal.
    • Single rendition downloads result in corrupt, unreadable files.
    • Bulk downloads exclude dynamic renditions; only original files and default thumbnails are included.

Resolution resolution

To resolve the error:

  1. Navigate to the Brand Portal administrative tools panel, open the Dynamic Media Configuration tile, and ensure the values here matches with Dynamic Media Scene7 configuration settings in the AEM Author instance.
  2. If credentials (such as passwords) have changed, update them and reconnect Dynamic Media with Brand Portal using the new credentials.
  3. After updating the configuration and credentials, republish the affected video assets and dynamic renditions (image presets) from AEM Author to Brand Portal.
  4. Access the video folders in Brand Portal and test downloading both single and multiple dynamic renditions to confirm the issue is resolved.
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