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

Adobe Asset Link in-app panel

Adobe Asset Link is installed as an extension in your Adobe Creative Cloud apps- Photoshop, Illustrator, and InDesign. Your IT admin has to configure and deploy the panel. Once installed and configured, you can open it from the Extensions menu. 

  • Choose Window Extensions Adobe Asset Link
Adobe Asset Link in-app panel
Adobe Asset Link in-app panel

To use the Adobe Asset Link panel to access, use, and upload digital assets stored in AEM Assets, see Manage assets using Adobe Asset Link.

Note:

If you cannot access the Adobe Asset Link panel, contact your administrator. You may also want guidance from your administrator for some of these troubleshooting steps in general.

Before you begin troubleshooting

If you are unable to use the Asset Link panel, do the following before you start troubleshooting the specific error:

  1. Due to product caching issues, close all Creative Cloud Apps before installing/reinstalling Adobe Asset Link.

  2. Check if Adobe Asset Link is installed in the folder com.adobe.assetlink in 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\

    Note:

    If the folder path is not available on your computer, create the CEP > extensions folder manually, and then copy the assetlink-settings.json settings file to the folder.

  4. Check if the assetlink-settings.json file is a valid json file and there are no formatting issues. To verify, open the file in a text editor, such as Sublime Text that highlights the formatting.

  5.  Ensure that the AEM server configured in assetlink-settings.json is accessible through your browser. Also, ensure that the port number and aemScheme are properly configured in the .json file.

  6. Make sure that you are signed in with an Enterprise ID or Federated ID in the Creative Cloud desktop app.

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

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

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

    • All IMS configurations are properly done.
    • In the Adobe Admin Console, the user's Enterprise or Federated ID is added to the user group, which is configured in the AEM server.
    • The IMS user group configured in the AEM server is also part of the dam-users group in AEM.

Error Scenarios

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

This error appears when the assetlink-settings.json file is malformed or not present at the correct location.

The Adobe Asset Link panel is not configured properly. Ensure that you have the assetlink-settings.json file at the correct location, with valid format and values.

If you see this error, ensure the following:

  1. Depending upon the operating system, the assetlink-settings.json file is located in the below location:

    • macOS: /users/<username>/Library/Application Support/Adobe/CEP/extensions/
    • Windows: C:\Users\<username>\AppData\Roaming\Adobe\CEP\extensions
  2. The double quotes(" ") used in the file are correct. To verify, open the file in a text editor, for example Sublime Text that highlights the formatting.

  3. The values in the file are correct. For more information, see Configure the .json file and add to all devices.

    Following are the combination of fields in the .json file for accessing the AEM server.

    Fields in .json file HTTPS server HTTP server
    aemServer server_name server_name
    aemPort 443 80 or 4502
    aemScheme HTTPS HTTP
  4. There are no missing double quotes or curly brackets in the file.

This error appears when either you are signed out of Adobe Creative Cloud, or the Adobe Asset Link panel is unable to access your identity.

Sign into your Creative Cloud account with an Enterprise ID or Federated ID to access this service. Contact your IT administrator if you do not have a Creative Cloud enterprise account.

To fix this error, do the following:

  1. Ensure that you are signed in to your Creative Cloud application.

  2. Quit and relaunch the Creative Cloud app that you are working with.

  3. Check if you are able to open the Adobe website.

  • This error appears if you try to sign in and access Adobe Asset Link with an Adobe ID.

    Adobe IDs are not supported. Sign into your Creative Cloud account with an Enterprise ID or Federated ID to access this service. Contact your IT administrator if you do not have a Creative Cloud enterprise account.

    Adobe Asset Link only supports enterprise users. If you are signed in with an Adobe ID, sign out and sign in again with an Enterprise ID or Federated ID. For information on Adobe-supported identity types, see Manage identity types.

    If you don't have a Creative Cloud for enterprise account, contact your IT administrator.

  • This error appears if you don't have access to the AEM server.

    You do not have access to this service. Contact your IT administrator to gain access.

    To fix this error, contact your IT administrator if the AEM server is up and running.

This error appears if the network connection breaks while connecting to the AEM server or the AEM server is unavailable.

The AEM server that you are trying to reach is currently unreachable. Contact your AEM administrator for further details.

To fix the error, ensure that you are connected to the Internet and do the following:

  1.  Check if the AEM server is up and running.

  2. Quit and relaunch the Creative Cloud app that you are working with.

  3. Launch the Asset Link panel.

This error appears when either the assetlink-settings.json file has incorrect values, or you are not authorized to access the AEM server.

The current signed-in AdobeID is not authorized on the chosen AEM instance. Contact your AEM administrator to gain access.

Note:

Customers that have proxy environments will be blocked from using Adobe Asset Link. Proxy environments are not yet supported with Adobe Asset Link.

To fix the error, do the following:

  1. Ensure that the values for aemPort and aemServer in your assetlink-settings.json file are correct. For details, see Configure the .json file and add to all devices.

  2. Connect with your IT administrator to verify if you have the right permissions to access the AEM server, and your account is added to the IMS group configured in AEM.

    1. Sign in to the Admin Console and navigate to Users Users.

    2. From the list of users, click the name of the relevant user.

    3. Under User Groups, verify if the associated IMS group matches with AEM.

      You can check the AEM group mappings under aem-instance/system/console/configMgr > Adobe Granite OAuth IMS Provider > Group Mappings.

      Note:

      For AEM 6.4 and above, if the group mapping is not explicitly defined, ensure that IMS user group is a part of dam-users group in AEM.

      For AEM 6.3, the AEM group used in group mappings must be a part of dam-users group in AEM.

    4. If the user is not associated with IMS group in AEM, edit User Groups and assign the User Group that AEM is configured with.

      For more information, see Create user group.

This error appears when you are unable to connect to the AEM server.

The AEM server that you are trying to reach is currently not responding. Contact your AEM administrator for further details.

To fix the error, contact your IT administrator to check if the AEM server is up and running,

This error appears when you are not connected to the Internet.

No Internet Connection.

To fix the error, ensure that your computer is connected to the Internet.


Cause of error

Message displayed

Probable solution or workaround

The user does not have access to AEM. You do not have access to this service. Contact your IT administrator to gain access. Check with the AEM administrator if the AEM Server is up and running.
There is a fault in the AEM server, or the appropriate package is not installed on AEM. CapabilityService: 400 - Bad request, AEM server does not recognize this URL format with similar keyword. Verify whether the AEM server and the required packages are installed properly.
An unsupported feature is installed. CapabilityService: 501 - Find similar feature is not supported on the AEM server. Uninstall the unsupported feature.
There is a problem with the AEM server call to check if the Find Similar functionality is present. CapabilityService: ${capabilityResponse.statusCode} - Find similar capability check encountered an error from the AEM server. Check if the feature is properly configured. This feature is also currently only supported with AEM 6.5
CEP call fails check whether a document is saved. Unable to check if the file is saved or not.  
Adobe Asset Link unable to access AEM due to unknown reason. Unable to fetch list from server.
  • Refreshing the panel.
  • Check whether AEM is up and running. 
  • Check whether the user has access to AEM assets.
  • Check whether assetlink-settings.json is valid and has correct values.
  • Check whether AEM is configured correctly.
  • If performing a search, try narrowing your search term or using a more targeted search.
Unable to fetch collections/collection contents where path is undefined. Generic error message when fetching collections from AEM. Refresh the Adobe Asset Link panel. 
Problem in uploading the asset to AEM.

Error in uploading asset.

To determine the issue, check the detailed error message.

Problem in uploading a document to AEM. A generic error message is displayed. Try uploading the document again.
Problem in fetching the ACL of asset before upload. A generic error message appears. Try uploading the asset again.
Upload fails as the asset file path is not provided.

 

Check if the file is uploaded to a valid location. 

  • Unable to fetch collection details

  • User does not have access to a collection due to changes made to collections.

Generic error message

Error status code is 404

Try refreshing the Adobe Asset Link panel.

User tries to create a duplicate copy of an asset that exists in AEM.

 

 

Problem saving the file. A generic error message is displayed. Try saving the file again.
User attempts to upload an empty file. The contents of the asset to be uploaded are null.  
Invalid response from the AEM server during an upload operation. Generic error message from AEM server during the upload call.  Check the detailed error message to determine the issue.
Problem checking for write permissions to the folder to which the user tries to upload/check in the asset.    Check the permissions for the user in AEM.
User has insufficient permissions to copy the assetlink-settings.json file from the global path to user path. We were unable to copy the assetlink-settings.json file from global path to user path. Check the permissions.
The deployment instructions for copying the assetlink-settings.json file were not followed correctly.

Adobe Asset Link was unable to read the assetlink-settings.json file from the global path.

Check the permissions.  

Copy the assetlink-settings.json file to the user's directory path.

The file system could not read the file. There was a problem in copying a file from source to destination.  See the error for more details.
Unable to fetch the list of assets from server. Error logged if there is a problem in the call to Creative Cloud search. Check if Creative Cloud Assets is up and running.

Problem fetching the location of the asset for drag-and-drop operation.

Problem getting the location of the asset for DnD. Review the error message for more details. 

Problem dragging an asset from Adobe Asset Link to the document.

Problem dropping the asset on the document. Review the error message for more details.
Problem in fetching the path of the document on which an asset is to be placed. Problem getting the path of the document on which asset is being placed.

Review the error message for more details.

Problem downloading an asset rendition. The assets rendition does not exist on disk.  
Problem downloading a file. Downloading the asset failed. Try downloading again.
Problem in checking if the document is open before a drag-and-drop operation. Problem in checking if the document is open before DnD. Review the error message for more details.
Problem downloading an asset thumbnail. Problem downloading the thumbnail. Review the error message for more details.
User unable to rename the asset thumbnail to its original name after downloading it. Problem renaming the thumbnail file from aalpart to actual name. Review the error message for more details.
User unable to rename the asset to its original name after downloading it. Problem renaming the asset file from aalpart to actual name. Review the error message for more details.

It's easy to enable client-side logging at DEBUG or TRACE level for the Adobe Asset Link extension (panel) in Creative Cloud apps such as Photoshop, InDesign, and Illustrator.  All you need to do is create a single line text file named "assetlink-override.json"

The content of the file is just this line (for DEBUG level logging):

     {  "LOG_LEVEL":"debug" }

For TRACE level logging change the value to trace like this:

     {  "LOG_LEVEL":"trace" }

Place this file in the same location as your "assetlink-settings.json" file, as noted at [1]:

  • MacOS: /users/username/Library/Application Support/Adobe/CEP/extensions
  • Windows: C:\Users\username\AppData\Roaming\Adobe\CEP\extensions

where username is your user login ID on your machine.

Restart your Creative Cloud application (Photoshop, InDesign, Illustrator) and when the Asset Link extension is opened it will create a log file in the temporary directory with the appropriate logging level. 

The temporary directory is at:

  • MacOS: /tmp
  • Windows: %TEMP% (which usually resolves to C:\Users\username\AppData\Local\Temp)

The name of the log file will be:

          adobe-assetlink-APPN-99.9.9.log

where APPN is one of these names PHXS, IDSN, or ILST and the 99 digits are the version number of the CC App. And example file name for Photoshop is:

     adobe-assetlink-PHXS-19.1.2.log

The log file is usually pretty short, only few kilobytes long.

The client log is especially useful for debugging connection issues as having both the client side and server side logs are needed to diagnose connection errors.

 

[1] https://helpx.adobe.com/enterprise/using/deploy-adobe-asset-link-panel.html

This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported License  Twitter™ and Facebook posts are not covered under the terms of Creative Commons.

Legal Notices   |   Online Privacy Policy