Troubleshooting assets upload issues

This article outlines the most common asset-related issues, their root causes, and steps to resolve them.

Issue 1: Asset Attributes Modal Does Not Open

Symptom

When clicking on an asset in the Editor, the Asset Attributes Modal does not open. The asset is visible in the content block, but the attributes cannot be inspected.

Cause

This typically occurs when the asset isn’t part of the locally uploaded assets list managed by the Quick Action Menu.

Assets may appear in the content block but still fail to open the modal due to one of the following reasons:

• The asset was copied from another document instead of being uploaded through the Quick Action Menu.
• The document was duplicated, and some asset references did not carry over as local uploads.

As a result, the modal cannot be triggered, because the asset is not recognized as a local upload.

Solution

1. Delete the problematic asset from the content block.
2. Re-upload the asset using the upload option in the Quick Action Menu (e.g., via the "Assets" tab).
3. Click the asset again in the editor.

Once re-uploaded, the asset will be properly registered and the Asset Attributes Modal will open as expected.

Best Practices to Avoid Upload Issues

• Do not copy-paste assets from other documents.
• Avoid relying on document duplication to reuse assets unless assets are re-uploaded.
• To reuse assets across projects, add them to:
  • The Assets Library tab in the Quick Action Menu. 

For help adding assets to the Asset Library, contact your organization's Knowledge Engineering Team.