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, and InDesign. It is the responsibility of your IT administrator to configure and deploy Adobe Asset Link. Once installed and configured, you can open the Adobe Asset Link panel from the Extensions menu in the Creative Cloud app. 

  • Choose Window Extensions Adobe Asset Link.

Use Adobe Asset Link to access, use, and edit digital assets stored in AEM Assets. You can upload new assets in AEM Assets. For more information, see Manage assets using Adobe Asset Link.

Notă:

  • If you can't see asset thumbnails while browsing but can view asset previews, contact the AEM admin to update AEM with the latest service packs.
  • If you cannot access the Adobe Asset Link panel, contact your administrator for guidance around troubleshooting steps.

Notă:

Adobe has recently introduced Adobe Asset Link for XD to foster collaboration between Adobe XD designers and marketers. Learn more.

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:

    • 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 part of the dam-users group in AEM.
  8. If you are using Adobe Asset Link with AEM 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 AEM. To resolve the error, upgrade the S3 datastore connector to version 1.10.12, or later.

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.

Sometimes, Adobe Asset Link fails to install on macOS, and Abort trap: 6 error appears when you install the extension using the Adobe Extension Manager command-line tool (ExManCmd).

On Windows, the installation fails without any error. If you encounter the issue, do the following.

  1. Exit Creative Cloud for desktop.

  2. Delete ExMan.db from the location:

    macOS: /Library/Application Support/Adobe/Extension Manager CC/Configuration/DB.

    Windows: C:\ProgramData\Adobe\Extension Manager CC\Configuration\DB.

  3. Relaunch Creative Cloud for desktop, and sign in with the same credentials you used in step 1.

  4. Reinstall the package that contains the Adobe Asset Link extension. The Adobe Asset Link panel is installed.

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 subscription.

    Adobe Asset Link only supports Enterprise or Federated 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 the required permissions to access the AEM server.

    If 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 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 if your Creative Cloud for enterprise account does not have permission to access the AEM Assets server. It can also occur if one or more settings within your local assetlink-settings.json file are incorrect (see documentation for more details). Contact your AEM administrator for assistance. In particular, this error occurs in the following scenarios:

  • The user is not authorized to access the AEM server.
  • The user account is not added to IMS group configured in AEM.
  • The IMS group added to user account doesn't match AEM IMS group.
  • The assetlink-settings.json file includes an incorrect aemPort.
  • The value of aemServer is missing in the assetlink-settings.json file.

Notă:

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

If the user is not authorized to access AEM, or their account is either not added to or doesn't match an IMS group in AEM:

  1. Log in to the Admin Console as an administrator.

  2. Navigate to the Users page, and search for user account.

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

    2. 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.

      Notă:

      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.

    3. 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.

See Configure the assetlink-settings.json file and add to all devices, to ensure that the values of aemPort and aemServer in the assetlink-settings.json file are correct. If you still see an error, contact your IT administrator to verify the following:

  • You have the right permissions to access the AEM server.
  • You are added to the IMS group configured in AEM.

As a new user, if you see the Add New Environment view (instead of the Home view) each time you launch Adobe Asset Link from your Creative Cloud app, do one of the following:

  • Update Adobe Asset Link to build 2.0.33.
  • Ensure that the CEP > extensions folder is present at the following location on your machine, depending upon the operating system. Create the folder if it is not already present.
    • Windows: C:\Users\<username>\AppData\Roaming\Adobe\CEP\extensions
    • macOS: /Users/<username>/Library/Application Support/Adobe/CEP/extensions

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

The AEM server that you are trying to reach is 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.

You can encounter the following error when using the Placed Linked option from the Adobe Asset Link context menu within InDesign 2020 or later. Verify that the InDesign Client ID, InDesignAem2, is added in the approved list directly within the AEM server.

Error message

For information on how to add the Client ID to the approved list, see Configure Experience Manager using the configuration package.

Enable client-side logs

It's easy to enable client-side logging at DEBUG or TRACE level for the Adobe Asset Link extension in Creative Cloud apps: Photoshop, InDesign, and Illustrator. Simply, create a single-line text file assetlink-override.json.

The file just includes the following line of code for DEBUG-level logging:

     {"LOG_LEVEL":"DEBUG"}

To enable TRACE-level logging, change the value to trace, as follows:

     {"LOG_LEVEL":"TRACE"}

Place the file in the same location as your assetlink-settings.json file. 

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

In this case, username is your login ID on your machine.

Restart your Creative Cloud application (Photoshop, InDesign, Illustrator). When Adobe Asset Link reopens, it creates a log file in the temporary directory with the appropriate logging level. 

Depending upon the operating system, the temporary directory is available at the following location:

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

The name of the log file is adobe-assetlink-APPN-99.9.9.log.

APPN is one of these names PHXS, IDSN, or ILST. The 99 digits are the version number of the Creative Cloud app. Here is a sample filename for Photoshop.

     adobe-assetlink-PHXS-19.1.2.log

The log file is only few kilobytes in size.

The client log helps in debugging connection issues because both the client and server logs are required to diagnose connection errors.