Common error messages

A system error has occurred … [timestamp]

• When this happens after a fixed time (e.g. after 1 or 10 minutes) after pressing a button or viewing a page, it’s most likely a timeout because a script or process took to long. Look at the time-out error section of this article for more information.
• Invalid URL (e.g. missing a '/')
• Bad internet connection
• When using an embed page, this error occurs when a user clicks a button twice. In this case a new request is send to the server, whilst the first request is still being processed.
• In all other cases something unexpected went wrong for which the Asset code does not have a specific error message. Contact Spacewell Support for help.

• An obscure file format is uploaded that cannot be converted.
• The extension does not match the real file format (for example the extension of a .exe was changed to .pptx)
• A file might contain not supported additions, like Word or Excel macros.

Conversion: Time out

• The documents with a timeout will not be presented to the converter again. Document with a ‘time out' conversion status need to be resubmitted manually by pressing the ‘Convert’ button.

Read time out (on a ftp import or export connector)

• Retrieving the file from the FTP server timed out. The so-called 'socket timeout' is the duration within which the client expects a response from the server while retrieving a file, i.e. data is coming in. The error occurs in an external library that uses the Asset code. We therefore do not receive any more information.

  The most likely cause is that the connection between Asset and the host server was temporarily lost.

A specific include or the whole dashboard/ startboard keeps loading

• Name of the page or report contains a not allowed character. For details on what characters are allowed, please read this article: Page types explained and creating new pages.

Environment/startboard continues to load after user logs in

• A NullPointer might occur as a result of one of the groups of the profile linked to the user being in the bin/archive. To fix the issue delete the profile or group that is in the bin from the user account.

You cannot log in because no user groups are active

• The user that is trying to log in does not have at least one active system group. Solution is to link at least one system group to this user.

Access denied

• IP whitelisting is enabled (Settings > ‘Authentication’ tab) and the users IP is not on the whitelist.

Your request had been blocked for security reasons

• Client tries to login in with a second sessions whilst multi-session login is not allowed. Try closing the browser completely and login again.
• IP whitelisting is enabled (Settings > ‘Authentication’ tab) and the users IP is not on the whitelist.

Logging in with SSO failed

• User is not active (active = no)
• Password of the user is expired
• User does not have system groups linked to the active contact

Unable to validate SAML message

• SAML username of the user does not match the SAML username in the client SSO application. Make sure the two match
• META data has to be updated on Asset of client side
• SSO certificate has expired.

• When executing a function, the workflow moves to the next status, and the next task in the workflow is created. Most likely causes:

  • When a task is created for the systemGroup x, whilst this group has no member this leads to an error.

  • If all the tasks that are being created are for: a contact that has no systemUser, or for a contact that is in the bin/archive.

Note: the error clearly states which task it concerns.

You do not have enough rights to delete: task name - object reference - title

• Executing a workflow task might result in tokens (of advanced workflows) being deleted by users. If this leads to an error, access to the objects ‘Token’ and 'Enabler' can be set to full for the user groups that required access.

Uploaded photo’s are shown at a 90 degree angle (e.g. portrait instead of landscape)

The camera's original orientation (portrait of landscape) is used to determine rotation after upload. Rotating the photo using a simple Windows photo viewer has no affects as this does not actually change the images’ orientation.