Troubleshooting Article - Assets

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Overview

This article explains how to troubleshoot Asset issues you might be experiencing. Symptoms may include:

  • Assets are not uploading
  • Delays with presentation uploads
  • Presentations not converting
  • Assets not behaving as expected when used in a session

Troubleshooting Flow

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Instructions

Kindly follow the Troubleshooting Flow above based on the symptoms experienced and the results of various checks.

Wait for the Conversion to Finish or Save as a PDF

Presentations require conversion before they can be used in a session. Occasionally, before a holiday or on Fridays before the weekend, everyone loads assets for the next week, which results in a queue. In such cases, the conversion processors are up and running without interruptions, and you just need to wait for your asset to reach the front of the queue to be converted.

If you need it as soon as possible, the quick workaround is to save the presentation as a PDF and upload it as a document. Those are not subject to the presentation conversions and could be used as a stand-in for the actual presentation while it is still in the queue.

Verify Asset File Format

Jigsaw works with a defined set of accepted file formats. First, check if the asset file format is in the list of file formats defined in the FAQ - Asset Management Accepted file formats section.

Ensure Asset Limitations are Met

There are various limitations for Asset files. Please refer to the Assets and Asset Manager and FAQ - Asset Management articles to ensure that the asset is not breaking:

  • Maximum File Size
  • Maximum # of Slides
  • Embedded Video/Stream/Audio restrictions (none supported)
  • Limit of # of images per single session/room
  • Maximum # of Characters in Asset Name
  • Special Characters allowed

Also, timed Animations/transitions in Presentations will not work and can cause problems when presenting in a session.

Remove Embedded and Proprietary Fonts

As explained in Assets and Asset Manager if the presentation is not converting, two of the most common reasons for conversion failures are embedded or proprietary fonts being used.

  • For the embedded fonts, in the presentation, go to File > Options > Save > Uncheck Embed. Click OK and then Save the presentation
  • For the proprietary font (this is a font that is proprietary to a specific system like macOS or iOS, or that was purchased) replace it with one of the MS fonts

Disable Hardware Acceleration

In Google Chrome and Microsoft Edge, enabling hardware acceleration is supposed to allow the browser to access your device graphics hardware to improve the user experience when surfing the Internet.

However, this has also been the cause of some negative effects resulting in certain visual elements from displaying correctly. If you are experiencing issues with slides loading or file viewing, you can disable your hardware acceleration feature in the Chrome or Edge browser to see if this fixes the issue.

Try Loading in Incognito Mode

Try to rejoin in Jobrowser Incognito mode. If you can see the presentation/asset correctly, it means the issue is with the Browser (or Chromebook) profile and has to be dealt with by your IT team/helper.

Contact Jigsaw Support

Before opening the ticket, make sure you tried the rest of the troubleshooting steps.

Open the ticket sharing the following information with Jigsaw Support to allow us to analyze the issue:

  • Device type: Windows/Mac and Operating System info
  • Browser version
  • A detailed description of what the issue is:
    • Do you receive any specific error messages? 
    • What troubleshooting steps have you tried so far?
  • If the asset is not uploaded - share the asset along with the ticket created
  • Any relevant screenshots

<supportagent>

The usual root causes for asset-related issues are:

  • Unsupported format
  • Using custom fonts in presentations (DRM or not embedded)
  • Assets with an embedded stream or video
  • Assets with an embedded audio
  • Custom themes not properly added to the presentation (PowerPoint XML)
  • Files too large
  • Improperly encoded videos or broken encoding
  • In rare cases, things like Hardware Acceleration

As a Support Agent, verify if you have enough information to proceed, or at least perform the first step. Proceed based on symptoms available, the information you have, technical awareness, and common sense:

  1. Test the asset first in the session that it was originally uploaded in (if applicable). Ie, if the asset doesn’t work in a particular session, impersonate -> join that session and check the asset there.
  2. If there is no immediate clue of the root cause or how to fix, then obtain an asset copy and upload it to our own session, just to test this asset (ie, determine if the issue is with the asset itself or the original session).
  3. Finally, for the presentations - open the Powerpoint itself and review the actual document and its contents. Make the changes and reupload to test if that resolves the particular issue.
  4. If all looks good but still not working, check with the backend team if there is some outage affecting the assets.

</supportagent>

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