This function enables a CMS Admin to re-calculate all checksums for the main file and all types of image files.

• This function is permanently visible in the UI, but is typically only used when there is an issue with an iOS sync.

Common Uses

Generally speaking, you will know which files have issues by looking at the Error Log on the mobile device after performing a Content Sync.

• If a User performs a mobile Sync and sees "skipped file" errors like these shown below, it is an indication that there is an issue with the checksum.

An Asset may get "skipped" during a sync (on iOS, Android, and Windows) if there is a difference in the checksum value stored in the CMS database versus the checksum of the actual file on the local device.

To be more specific,

• When a mobile (or Windows) User performs a sync, we send the Checksum value for the Asset itself and the 1024 image file.
• That checksum is then compared with the checksum of the file on the User's local device.
• If the Checksum value in the CMS database doesn't match the file's actual checksum, then for the purpose of the sync, we disregard that value and consider it "corrupted" and it is skipped so that the sync can continue.
• Since the checksum values don't match, you can then re-calculate it (using this button).

A Support Team will typically only use this button if an Asset was skipped in an iOS Sync.

• If you click the Re-calculate Checksum button, but the file continues to be skipped, please submit a ZenDesk ticket so our Development team can investigate further.

This option is only visible if the Asset is external.

• Generally speaking, the Asset will have "URL as File" selected.
• For example, the Asset Type may be set as Celum, Brightcove, Widen, or AEM

Common Uses

To be more specific, we use the external URL of the Asset to download a soft copy of the file into the CMS Database.

Generally speaking, this button is used in the following scenarios:

• If a "Stuck File" file issue was detected and corrected by 3M or CN personnel, the Support Team will click this button to resolve (and close) the issue.
• Once this button is clicked, the Support Team will need to manually re-activate the Asset and set it to active.

We do not automate the reactivation of the Asset (as an extended function of this button) because in some cases, the attempt to re-download the file fails, and therefore the file itself needs to remain inactive.

This option is typically used by a Support person to manually force the CMS to re-download the file from the external URL.

• After pressing this button, the Support Team should manually verify the file was downloaded correctly. If so, the Asset should be set back to Active.
• To be more specific, we know the Asset was re-downloaded correctly if the thumbnail image will appear and the preview function would work correctly

Common Uses

To perform a search in the modal, follow these steps:

1. Press Ctrl-F on your keyboard
2. Type in your search parameter (eg, "1024").
3. Scroll down to find your matches.
4. Select the URL, then right-click and select "Copy" or "Go to" link.
5. You can then determine if the URL is active or not.

Common Uses

This function sets the Asset as inactive so it will no longer be synced.

• When isActive=0 (No) and IsReady=1 (Yes), the Asset itself will be removed from the "Processing Queue" and will not be included in future syncs.
• This enables CN Support or the CN Development Team to determine what is wrong with the file.

You will typically only see this option when you can see that files are stuck loading in the background.

Essentially, this button hides the Asset from view until the issue can be resolved by the customer and/or the CN Development Team, depending on the nature of the issue.

If a User clicks this button, they will then determine the cause of the problem by using the Retrieve Asset Details button (noted above) to perform a search for one of the following:

• Original URL
• 1024x1024 URL

If a Support person clicks this button, it does not fix the issue.

After pressing this button, the Support Team will notify the customer to help them fix the issue. 

1. Enter the ID (or alternate ID) for the Asset record.
2. Click on the Retrieve Celum Asset Details button (noted above) and perform a query for that ID.
3. The CN Development Team (or the customer) can fix the issue and/or notify CN of the issue.
4. Once the issue is fixed, the Admin can open the Asset in the CMS and click on the Re-Download Asset button.

This option is used by the Support Team when they open an Asset record and the grey overly for Pending (shown below) continues to remain visible for more than 5 minutes.

Common Uses

Generally speaking, this button is used only when the Image Cropper is displaying a "Pending" overlay (shown below) .

In some cases, the Image Cropper may display the Processing overlay for 1 or 2 minutes - but if it the overlay remains visible for much longer than that, then we know there is an issue with the Image Cropper.

Common Uses

In some cases, the Image Preview (located in the right-hand gutter of the Asset page, as shown below) does not get displayed correctly.

• This function enables the CMS Admin to force download the image again to try and resolve the issue.

Once you click the Re-Download Image Preview button, the image should immediately begin to download.

• If it does not appear correctly within 10-15 minutes, then the Support Team should notify the CN Development Team so they can investigate the issue.

We use a service to create these images.

• If the file is a PDF, the image will be based on the first page of the PDF.
• If the file is a video, the image will be based on the first full frame that is visible within the video. (ie, the first frame that has actual content and isn't all black or white, etc.)

Common Uses

This function is used when the Asset Thumbnail is stuck in a "pending" state and needs to be re-downloaded (shown below).

Click this button to manually force the CMS to re-download the thumbnail for the file.

If the Support person clicks this button and it does not resolve the issue (or cannot successfully download the image), then the Support person will need to click on the Stop Pending Auto Thumbnail button, which is defined below.

Generally speaking, a Support Person will only click on this button if they have previously clicked the "Re-Download Auto Thumbnail" noted above, but that didn't correct the problem.

• If a Support person clicks this button, the service that is attempting to create the auto-generated image will (force) stop.

Common Uses

In some cases, an auto-generated thumbnail does not load correctly in the CMS and becomes "stuck"

• Generally speaking, the image becomes stuck because the service that loads that file is experiencing an issue or there is a problem with the image itself.
• When this happens, the thumbnail icon in the CMS will show a "Pending" state, as shown in the image below.

When the "Generate Thumbnails from Asset" button is checked, the system will auto-create a Thumbnail for the Asset record.

Note that an image can be created for many different file types:

• Office docs (doc, docx, xls, xlsx, ppt, pptx)
• csv and txt files
• web-friendly images (gif, png, jpg, jpeg, tif, tiff)
• videos (mp4, mov, wmv, mpg, mpeg, mpeg4)
• Adobe files (pdf, psd, ai, and eps)

If the Asset displays a "Pending" message for more than 3-5 hours, then  the Support Team will need to follow these steps:

1. 1. Click the Re-download Auto Thumbnail button.
   2. Wait a few minutes to see if the CMS can successfully download the image.
      1. The image will successfully download only if the Asset has no other issues.
      2. eg, If the file is corrupt, then the image may not download.
   3. Verify that you can now see the downloaded thumbnail image.
      1. If the thumbnail appears, then the Support Team can notify the customer / content owner that the issue is resolved.
      2. If the image cannot successfully download, then the Support Team would then click on the Stop Pending Auto Thumbnail button and would need to inform CN Development Team so they can investigate the issue.

Enables an Admin to re-download an image.

Common Uses

When the "Generate Thumbnails from Asset" button is checked, the system will auto-create a Thumbnail for the Asset record.

Note that an image can be created for many different file types:

• Office docs (doc, docx, xls, xlsx, ppt, pptx)
• csv and txt files
• web-friendly images (gif, png, jpg, jpeg, tif, tiff)
• videos (mp4, mov, wmv, mpg, mpeg, mpeg4)
• Adobe files (pdf, psd, ai, and eps)

Generally speaking, a CN Support Person will only click on this button if they have previously clicked the "Re-Download Auto Thumbnail" noted above, but that didn't correct the problem.

• If a CN Support person clicks this button, the service that is attempting to download the image will be stopped.

Common Uses

In some cases, the image is not loaded correctly from the external URL and becomes "stuck"

• Generally speaking, the image becomes stuck because the URL is wrong, or there is something else wrong with the URL or the the image itself.
• When this happens, the thumbnail icon in the CMS will show a "Pending" state, as shown at right.
•  

If the Asset displays a "Pending" message for more than 3-5 hours, then CN Support will need to follow these steps:

1. Click the Re-download Images by URL button.
2. Wait a few minutes to see if the CMS can successfully download the image.
   • The image will successfully download only if the Asset has no other issues.
   • eg, If the file is corrupt, then the image may not download.
3. Verify that you can now see the downloaded thumbnail image.
   • If the thumbnail appears, then CN Support can notify the customer that the issue is resolved.
   • If the image cannot successfully download, then CN Support would then click on the Stop Pending Download of Images by URL button and would need to inform Calcey so they can investigate the issue.

Common Uses