Troubleshoot – InDesign Plugin

The Tips on Help provide initial suggestions so that you can determine the cause of possible problems and resolve them yourself.

Requried security settings for different InDesign versions

Because Adobe has changed with the release of InDesign Version 16.3 (2021) the embedded CEF (Chromium Extension Framework) to Chrome version 88 (CEP 11), dependent of the installed CoreEngine version, different security settings are required in the 4ALLPORTAL.

Please check your installed version first. We have fixed the issue with that patch versions of the CoreEngine:

Version 3.9.17 (update available)

Version 3.10.1. (update available)

We would like to suggest you to update the system immediately instead of using this troubleshooter, as your security settings will drop to a lower level.

You have already performed this troubleshoot? Don't forget to restore the previously used settings after updating the CoreEngine.

Troubleshoot: 

Unfortunately, the security requirements are related to InDesign versions, which means you cannot use InDesign version 14.x or 15.x (Chromium 61 / CEP 9), InDesign version 16.1 / 16.2 (Chromium 74 / CEP 10) and 16.3 (Chromium 88 / CEP 11) with the same settings. We want to fix this issue in current Core Engine version 3.10.x or later soon.

(id: cm4ap-2061)

Go to our admin snap-in General system configurations/System settings/Security and look for the followed requirement settings.

Progress indicator differs

Cause 1

The plugin may not have access to the root directory of the DAM. For example, there are five InDesign documents without preview and/or linked files in the DAM, but the plugin shows only three “To be processed”.

Solution 1

1. Close the plugin. Connect your computer with the root directory of the DAM via the network drive share.
2. Open the plugin and check the progress indicator again.

Cause 2

The status of the affected InDesign documents in the DAM is not set to “Completed”. This can happen, for example, if a computation was unsuccessful. The DAM then sets the status to “Failed”. 

The status of InDesign documents must be “Open” so that the plugin can schedule documents for processing.

Solution 2

1. In the DAM, reset the status of the affected InDesign documents to “Open” so that the plugin can schedule the documents for computation. 
2. Alternatively, you can save the document once again with InDesign. A new change date is generated, the DAM imports the document again, and the plugin can schedule the document for computation in the progress indicator.

Previews and used files are not computed

Cause 1

The plugin may not have access to the root directory of the DAM. The required data cannot be loaded from the DAM and the computation runs without success. During the computation, you will notice that the computation is very fast and that the status display does not provide correct feedback. 

Solution 1

1. Close the plugin. Connect your computer with the root directory of the DAM via the network drive share.
2. In the DAM, reset the status of the affected InDesign documents to “Open” so that the plugin can schedule the documents for computation in the progress indicator.
3. Alternatively, save the document with InDesign again. As a result of the new change date, the document is imported into the DAM again and is therefore granted “Open” status.

Cause 2

The relevant documents are still open in InDesign. The plugin can only carry out the analysis and computation correctly if all documents are closed.

Solution 2

1. Close all documents in InDesign.

Cause 3

The file name of the InDesign document or the folder path in which the InDesign document is saved include special characters that your file system is unable to read.

Solution 3

1. Check the file name and folder name for exotic special characters and remove them. Note your recommendations for the use of special characters.
2. In the DAM, reset the status of the affected InDesign documents to “Open” so that the plugin can schedule the documents for computation in the progress indicator. 

Linked files subpanel does not display

An InDesign file has linked files but the subpanel does not show.

Cause

Linked file can only be displayed if the user's view rights for module "Markups" are set to "all" in the role configurations in the administration area.

Solution

Make sure or ask your administrator to secure your role's view rights for module "Markups" are set to "all". If they are set to "own", they must be set to "all". (Linked files are created via the InDesign plugin and thus by a system process. A user is not the owner of the linked files).

User interface is not displayed correctly

After the plugin is opened, the user interface is suddenly displayed in English only and logging in is not possible even though the plugin has always worked correctly.

Cause

There is no connection between the plugin and the DAM. It is possible that the DAM is not available or a setting for the connection to the DAM has been changed and your plugin does not recognize this changed setting.

Solution 1

Check if you can access your DAM via the browser without any problems and if you can log in to the DAM. If you cannot do this, there may be various reasons. For example, if the DAM is not accessible due to maintenance work or due to a disruption. In such cases, please contact your company’s IT department for support.

Solution 2

Check if the connection data for your 4ALLPORTAL is still present and correct in the “Connections” menu. If it is, check the specified settings by clicking on the pencil icon. The current connection data for your DAM should be entered there:

1. Connection name = upper input field
   This is not relevant for the connection with the DAM and can be named as you wish
2. URL to the target system = center input field
   Example: https://sample-dam.4allportal.net
3. Installation name of target system = lower input field
   Example: sample-dam

Ask your company’s IT department for the correct connection data. Correct and save the settings, as appropriate.