Assets not visible

[nancyw51428426]

Attempting to go through a tutorial asking for an asset. No assets are visable.  I have the Assets tab open I can click on Default or Custom and go through the list but nothing is available. I'm getting the message "No matching assets found!"

[kglad]

insert* a screenshot of your assets panel

[nancyw51428426]

Thanks for your reply.

I have attached the screenshot

[kglad]

i can't see the bottom of your panel.  do you see a cloud with a down arrow (download assets) icon?

[nancyw51428426]

Hi again,

I did see the cloud, but for some reason when I click on it it says download failed. See screen shot. I then get the message Unknown error, quitting application.  See second screen shot.

[kglad]

that's the problem.

try resetting your preferences to see if you can download the assets,  https://helpx.adobe.com/animate/using/set-preferences.html

[nancyw51428426]

I do not see from the edit-preferences what I should click on.  Please see screen shot.

[kglad]

read the "restore preferences " section 

[nancyw51428426]

Thank you very much! 

[kglad]

did that allow you to download the assets?

[nancyw51428426]

Unfortunately not.

[nancyw51428426]

It's frustrating as I'm a beginner and simply wanted to practise the "hands on tutorials" that was included under the Help menu.

[kglad]

there are lots of free online tutorials for animate.  google whatever you're trying to learn.

[Sukhesh Shenoy]

Hi @nancyw51428426 - Thank you for the details you have provided. The issue that you’re facing is reproducible and the team is investigating it further.

In the interim, can you try the following as a workaround -

Whenever you see asset missing in the assets panel,

1. Close tutorial and quit the entire Animate application.
2. Restart Animate and & try the same tutorial again.

The asset that were missing must be available after restart.

Let us know if that works.

Thanks, Sukhesh!

[nancyw51428426]

Hi Sukhesh,

Unfortunately this did not work.

Nancy

[Sukhesh Shenoy]

@nancyw51428426 Apologies for the inconveniences.

There is a new update of Animate 21.0.9 released today which you can try. Please follow the below steps to update the version -

1.  Uninstall current version of Animate from Creative Cloud app. While uninstalling click on "Remove" for "Animate Preferences" dialog.
2.  Go to user Documents folder of your system. Navigate to "Adobe/Animate" directory and delete "2021" folder inside it.
3.  Install latest version of Animate - 21.0.9 from Creative Cloud app.

Once installed , launch Animate & try tutorials again. I hope this works.

Thanks, Sukhesh.

[kglad]

note: adobe updates get rolled-out to users at different times over a period of several days.  if you don't see an update in your cc app, wait.  it will appear within a few days.

[rayacosta]

Hi! I have the same problem with Animate 22.0.8, the items don't show. 

Do you recomend to re start the prefences?
Greetings community!

[Mohanaraj]

Hi @rayacosta - Seems like you are on the Custom tab. Can you please click on the Default tab and see if the assets are available for you?

Thanks!

Mohan 

[MarkWFD]

Hi

I have a fully up-to-date version of Animate installed but nothng at all in the Assets panel. I have left it open for long periods in the hope that something will download but nothing has appeared. Is there anything else I can try? Many thanks

[kglad]

@MarkWFD 

restart your computer and check.

[MarkWFD]

Thanks kglad

Have restarted but still no assets
M

[kglad]

can you use the online tutorials?

[kqskcm]

I also have this problem how to fix？

[kglad]

you need to leave the animate app open for quite a while to give it time to download the assets.