Thumbnails and previews do not appear in Assets Server

Under certain circumstances, thumbnails and previews do not appear when working with assets in Assets Server.

This article describes the cause and offers a possible solution.

Issue

Thumbnails and previews do not appear.

Affected applications:

• Assets
• The Brand portal
• The Share Request page

Scenarios in which this can occur:

• Uploading files

Cause

This issue can be caused by security features in anti-virus applications such as Sophos. Such applications can block Server Sent Events (SSE) which are used to notify the Web browser that an updated thumbnail or preview is available.

Solution

Add the domain names of Assets Server or the Load Balancer to the whitelist of the anti-virus application.

Note: Doing this in Sophos Server will automatically update all Sophos client applications.