Troubleshoot Adobe Asset Link

Applies to enterprise.

This document contains troubleshooting information to solve problems you may encounter while using Adobe Asset Link.

About the Adobe Asset Link panel

Adobe Asset Link is installed as an extension in your Adobe Creative Cloud apps- Photoshop, Illustrator, InDesign, and XD.

Once installed and configured, you can open the Adobe Asset Link panel in Adobe Illustrator and InDesign by choosing Window Extensions Adobe Asset Link.

To open the Adobe Asset Link panel in Photoshop, choose Window > Extensions (legacy)Adobe Asset Link.

To open the Adobe Asset Link panel in Adobe XD, choose Plugins > Adobe Asset Link.

Use Adobe Asset Link to access, use, and edit digital assets stored in Adobe Experience Manager Assets. You can upload new assets in Experience Manager Assets. Know more about managing assets using Adobe Asset Link.

Note:
  • If you can't see asset thumbnails while browsing but can view asset previews, contact the admin to update Adobe Experience Manager Managed Services (AMS) with the latest service packs.
  • If you cannot access the Adobe Asset Link panel, contact your administrator for guidance around troubleshooting steps.

Before you begin troubleshooting

If you are unable to use the Adobe Asset Link panel, perform these steps before you start troubleshooting a specific error.

  1. To refresh the cache in Creative Cloud apps, close the apps before installing/reinstalling Adobe Asset Link.

  2. Check if Adobe Asset Link is installed in the folder com.adobe.assetlink at the following location:

    • macOS: /Library/Application Support/Adobe/CEP/extensions.
    • Windows: C:\Program Files (x86)\Common Files\Adobe\CEP\extensions.

    If you encounter issues, try removing the existing versions of Adobe Asset Link before reinstalling or installing the new version. To remove the existing version, delete the com.adobe.assetlink folder. Then, install the latest version of Adobe Asset Link.

  3. Verify that the assetlink-settings.json file is present in the following location:

    • macOS: /Users/<username>/Library/Application Support/Adobe/CEP/extensions
    • Windows: C:\Users\<username>\AppData\Roaming\Adobe\CEP\extensions
  4. Make sure that you are signed in with an Enterprise ID or Federated ID in the Creative Cloud desktop app.

  5. Ensure that file sync is enabled in the Creative Cloud desktop app.

  6. Using the Activity Monitor (for macOS) or Task Manager (for Windows), ensure that a process named CoreSync is running.

  7. If you are an administrator, ensure the following:

  8. If you are using Adobe Asset Link with Experience Manager 6.5.5 (or later) deployed with S3 as the datastore, check whether Platform API is functioning properly.

    Access https://<server>:<port>/platform/content/dam to check for any connection issues. If the Platform API functions properly, the response is a JSON representation of the top-level DAM objects. Any Platform API malfunction generates an error with response code 500, and Adobe Asset Link fails to connect with Experience Manager. To resolve the error, upgrade the S3 datastore connector to version 1.10.12, or later.

  9. For Adobe Asset Link to be compatible with Adobe Illustrator, InDesign, and XD on Apple M1 devices, upgrade Adobe Asset Link and Adobe Asset Link for XD to the latest version. Adobe Asset Link supports Adobe Photoshop on M1 devices in Rosetta emulation mode. To learn how to run Photoshop in Rosetta, see Photoshop for Apple Silicon.

Error scenarios

Here are a few error scenarios that you may encounter while using the Adobe Asset Link panel and the steps to solve them.

Enable client-side logs

Enabling client-side logs helps in debugging connection issues because you require both client and server logs to diagnose connection errors.

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