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Lucas from H
Lucas from H
Known Participant
April 7, 2022

P: Default thumbnail icon for the recently added Library assets (instead of the actual one)

  • April 7, 2022
  • 7 replies
  • 535 views

Hey!

 

It happened few days ago: I turned my Photoshop on, launched the Libraries, added something and... instead of a regular asset preview image I saw a default thumbnail icon, like this:

 

Few additional notes:

  1.  Turning Photoshop/computer on/off doesn't help,
  2.  Reinstalling Photoshop (both soft and hard, with all the settings removal) doesn't help,
  3.  I'm sharing this library with someone else - when he is uploading something, it works fine, the thumbnails look correct on my side; also, when I'm sharing something, it looks correct on his side.
  4.  If I'm dragging something from the layers palette or from the Photoshop canvas into library, the thumbnail is wrong (default), when dragging from outside the Photoshop (file explorer) directly to Libraries, it works correctly.
  5.  Web view (in a browser, under the link you can get via "get link...") is correct, all the thumbnails show an actual design.

 

I din't reinstall an entire CC app yet since I want to avoid it - don't want to install and set up everything from scratch.

 

It's Windows 10 Pro, 64-bit, Intel(R) Core(TM) i7-9750H CPU @ 2.60GHz 2.59 GHz, 32 GB RAM.

 

I’d be obliged for any help.

 

Cheers,
Lucas

7 replies

Lucas from H
Lucas from HAuthor
Known Participant
April 26, 2022

Thank you, Jeffrey, I'm waiting impatiently! Really hope we can fix it.

J
J453
Legend
April 25, 2022

Hi @Lucas from H I sent the logs to engineering. Awaiting a response.

Lucas from H
Lucas from HAuthor
Known Participant
April 25, 2022

Hi @J453 ! Did you have a chance to review my logs?

There is another thing that may be helpful: my computer is connected to Azure Active Directory. And the problem occurs only then. We have another computers which are not connected to this and the problem with the thumbnails is not occuring there.

 

Do you have any ideas?

Lucas from H
Lucas from HAuthor
Known Participant
April 15, 2022

Hey Jeffrey! Thanks for moving this discussion forward.

 

I've uploaded the log file using your tool. The file name for a reference is AdobeLogs_20220415_084914_636-win-GS.zxp


Please let me know if you need anything else from me.

J
J453
Legend
April 13, 2022

I'll have the Libraries team investigate. Could you run the Log Collector Tool so I can get the team your logs? https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

 

Lucas from H
Lucas from HAuthor
Known Participant
April 12, 2022

Hey Jeffrey! Thanks for an answer.

 

A "CCLibrary" process is working as usual. I've killed it and it launched itself after few seconds. Looks like it's working correctly.

 

I found it puzzling that the assets preview works correctly if I'm adding an image from my desktop directly, without putting it into the Photoshop canvas first. It means that it works correctly, but not if you're adding something from the canvas into library. What can be a reason for that?

J
J453
Legend
April 11, 2022

Can you check Task Manager.  Is "CCLibrary" process not responding/stuck? Can you kill it to restart it?

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