Troubleshooting Dynamic Media (for Feature Pack 14410)

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The following document describes troubleshooting for Dynamic Media with Feature Pack 14410 installed (running dynamicmedia_scene7 run mode).

Ensure that Dynamic Media has been set up properly by doing the following:

Start up command contains the -r dynamicmedia_scene7 runmode argument.

AEM 6.3 cumulative fix packs (CFPs) have been installed first before Dynamic Media Feature Packs were installed.

Feature Packs NPR-14410 (required) and NPR-18912 (optional for FTP support or if you are migrating assets to Dynamic Media from Dynamic Media Classic) have been installed.

Navigate to the Cloud Services user interface and confirm that the provisioned account appears under Available Configurations.

Ensure that the Dynamic Media Asset Activation (scene7) replication agent is enabled.

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

The following asset properties can be reviewed to confirm the successful synchronization of the asset from AEM 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 in order to generate URLs to remote asset of Dynamic Media
<object_node>/jcr:content/dam:lastSyncStatus	success or failed: <error text>	Synchronization status of image set, viewer preset, or image map update for an asset

Synchronization errors and issues are logged in error.log (AEM 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 (http://localhost:4502/system/console/slinglog) to gather more information.

Before performing a Move, Copy, or Delete operation, do the following:

For images and videos, confirm that a <object_node>/jcr:content/metadata/dam:scene7ID value exists before performing move, copy, or delete operations.
For image and viewer presets, confirm that an http://<server>/crx/de/index.jsp#/etc/dam/presets/viewer/testpreset/jcr%3Acontent/metadata value exists before performing move, copy, or delete operations.
If above metadata value is missing, you need to re-upload assets before move, copy, or delete operations.

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

Keeping both will create a new 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 delivery. The new version will replace the existing asset in delivery.

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. Check whether the asset in the JCR /content/dam/<path><to><file> has "PublishComplete" set. Check to make sure that asset is published. Check to make sure that the asset has dam:scene7File in metadata.	Refresh page/navigate to another page and come back (side rail JSP needs to be recompiled) If that does not work: Publish asset. Re-upload asset and publish it.
Asset selector in set editor stuck in perpetual loading	Known issue to be fixed in 6.4	Close the selector and reopen it.
Select button is not active after selecting an asset as part of editing a set	Known issue to be fixed in 6.4	Click on another folder in the Asset Selector first and go back to select the asset.
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 asset contains dam:scene7File in metadata properties (crXDE)	Wait until the asset finishes processing.
Uploaded asset does not show in asset selector	Check asset has property jcr:content > dam:assetState = "processed" (crXDE)	Wait until the asset finishes processing.
Banner on card view shows New when asset has not started processing	Check asset jcr:content dam:assetState - if unprocessed it has not been 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.

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. Re-upload video.
Video is not encoded	Check that the runmode is dynamicmedia_scene7. Check whether Dynamic Media cloud service is configured. Check whether a video profile is associated with the upload folder.	Start AEM instance with -r dynamicmedia_scene7 Configure Dynamic Media cloud service. Assign a video profile to the folder.
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://<server>/crx/de/index.jsp#/content/dam/folder/videoname/jcr%3Acontent -> "dam:assetState" Monitor the video from the workflow console http://<server>/libs/cq/workflow/content/console.html > Instances, Archive, Failures tabs.
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.

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: http://<server>/libs/dam/gui/content/s7dam/samplemanager/samplemanager.html

Observe computed values. When operating correctly you should 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.

Navigate to viewer preset list in admin tools: http://<server>/libs/dam/gui/content/s7dam/samplemanager/samplemanager.html
Select all viewer presets, then click Publish.
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

Navigate to CRX/DE: http://<server>/crx/de

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 to PublishComplete.
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: http://<server>/is/content/myfolder/_CSS/_OOTB/CarouselDotsLeftButton_dark_sprite.png

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

Navigate to CRX/DE.
- Delete <sync-folder>/_CSS/_OOTB.
Navigate to the CRX package manager: http://<server>:4502/crx/packmgr/
1. Search for viewer package in list (it starts with cq-dam-scene7-viewers-content)
2. Click Reinstall.
Navigate to the cloud configuration page, and click edit to open the configuration dialog for your Dynamic Media cloud configuration
- Make no changes, click OK. This triggers the logic once again to create/sync the sample assets, viewer preset CSS, and artwork.

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Troubleshooting Dynamic Media (for Feature Pack 14410)

Setup and Configuration

General (All Assets)

Asset Synchronization Status Properties

Synchronization Logging

Move, Copy, Delete

Version Control

Images and Sets

Video

Viewers

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