Troubleshoot asset preview regeneration errors

Helix DAM uses Helix Search to generate asset preview images. If a preview image cannot be generated, Helix DAM shows a default icon for the file type. If Helix Search has an issue regenerating a preview image, Helix DAM displays a message about the problem. Use the following information to troubleshoot and resolve preview regeneration problems.

'Asset preview regeneration not supported' message

Problem

Helix DAM is using a version of Helix Search that does not support preview image regeneration.

Solution

Regenerating a preview image is only supported by Helix Search 2023.4 and later. Close the message dialog box and contact your Helix DAM administrator to see if they can upgrade the Helix Search version.

'Asset preview processing' message

This message can be displayed for three different reasons.

Problem 1

Problem

The asset type is supported, but Helix Search took longer than expected to regenerate the preview image.

Solution

To view the regenerated preview image, close the message dialog box, open the collection the asset is in, and refresh the page.

Problem 2

Problem

The asset type is supported, but the file is corrupted or malformed.

Solution

Close the message dialog box and open the asset in the tool used to create it to troubleshoot the issue.

Problem 3

Problem

The asset type is unsupported. Helix DAM sets the asset preview image to the default icon image for the asset type.

Solution

If you do not want to display the default icon image as the asset preview image, close the message dialog box and upload a preview image. See Upload an asset preview.

'Failed to generate asset preview image' message

Problem

The preview regeneration process failed with an unexpected error.

Solution

Try to regenerate the preview image again. If the problem persists, contact your Helix DAM administrator for help.