Resource Upload & Processing Problems
If a PDF, Video or Presentation won't upload or remains unavailable after upload, use the checks below to identify the most likely cause.
Check the file format
Ekphrastic supports the following Resource formats:
PDF Document
.pdf
Video
.mp4
Presentation
.pptx
If your file uses a different format, convert it to a supported format before uploading it to Ekphrastic.
Check the file size
The maximum size for an individual Resource upload is 300 MB.
If your file exceeds 300 MB, Ekphrastic will not accept it as a standard Resource upload.
Reduce the file size before trying again.
Check your available Storage
Resource uploads use your account's Storage allowance.
A file can be below the 300 MB individual upload limit and still be blocked if your account doesn't have enough Storage available.
These are two separate requirements:
The file must be no larger than 300 MB.
Your account must have sufficient available Storage.
Check the usage information displayed within Ekphrastic if an otherwise valid upload is being blocked.
For more information, see Understanding Usage & Limits.
The Resource says "Processing..."
After a file has uploaded, Ekphrastic needs to process it before it becomes fully available.
During this time, the Resource may display Processing... in your workspace.
This is expected for a newly uploaded Resource.
Allow processing to complete before attempting to use the Resource.
Once processing completes successfully, the Resource is automatically published and becomes available for use.
Processing time
Processing time can vary depending on the file being processed.
Larger or more complex files may take longer than smaller files.
If the Resource still shows Processing..., allow the current process time to complete rather than immediately uploading another copy of the same file.
Processing failed
If Ekphrastic cannot successfully process an uploaded file, you will receive a notification.
A Resource that fails processing may be automatically removed from your workspace.
This means you may see the Resource initially appear and then no longer find it after a processing failure.
If this happens:
Check the file format.
Check the file size.
Confirm that sufficient Storage is available.
Check that the source file opens correctly outside Ekphrastic.
Try uploading the file again.
If the same file repeatedly fails, contact Ekphrastic support.
The Resource disappeared after upload
If a newly uploaded Resource disappears from your workspace, processing may have failed.
Ekphrastic can automatically remove a Resource when its processing fails.
Check for any notification associated with the failed upload.
If appropriate, verify the source file and try uploading it again.
I can't Preview the Resource
Workspace Preview requires the Resource to be published.
Successfully processed Resources are automatically published, so Preview should normally become available after processing completes.
If the Resource is still processing, wait for processing to finish.
If the Resource has subsequently been unpublished, publish it again before using workspace Preview.
For more information, see Publishing Content.
I can't replace a Resource
Ekphrastic can prevent a Resource file from being replaced when that Resource is embedded within an ROI Model.
If Replace is blocked because of this dependency:
Identify the ROI Model using the Resource.
Remove the Resource from the ROI Model.
Return to the Resource.
Replace the file.
Being included in a Collection does not, by itself, prevent a Resource from being replaced.
For more information, see Managing Resources.
I can't delete a Resource
Deletion can be prevented when the Resource is still being used elsewhere.
For example, if a Resource is included in a Collection, you may need to remove it from the Collection before deleting the underlying Resource.
Removing the Resource from a Collection does not delete it.
Once the dependency has been removed, return to the Resources workspace and decide whether you still want to delete the underlying Resource.
Important: Deleting a Resource can also remove its associated tracked links and Buyer Engagement history.
If you only want to remove the Resource from a Collection, use Remove from Collection rather than deleting the Resource.
A Presentation isn't ready
PowerPoint Presentations require processing before their slides can be managed within Ekphrastic.
If a newly uploaded .pptx file is still processing, wait until processing completes before using its slide-management functionality.
If processing fails, the failed Presentation may be automatically removed in the same way as another failed Resource.
For more information, see Creating & Managing Presentations.
A Video isn't ready
MP4 Videos also require processing after upload.
If the Video is showing Processing..., wait for processing to complete before attempting to use it.
If the Video disappears following a processing failure, verify the source .mp4 file before trying the upload again.
A PDF isn't ready
PDF Documents require successful processing before becoming fully available within Ekphrastic.
If the PDF remains in the Processing... state, allow processing to complete.
If processing fails and the Resource is removed, verify that the source PDF opens correctly and retry the upload.
The upload is blocked before processing starts
If Ekphrastic blocks the upload before the Resource enters processing, check:
The file uses a supported format.
The file is within the 300 MB individual limit.
Your account has sufficient available Storage.
A Storage limit prevents the upload from proceeding rather than allowing the account to exceed its available Storage entitlement.
Quick checks
File won't upload
Format, 300 MB limit and available Storage
Resource shows Processing...
Allow processing to complete
Resource disappears
Processing may have failed
Preview unavailable
Processing or publication state
Replace unavailable
Check whether the Resource is embedded in an ROI Model
Delete unavailable
Check whether the Resource is still used in a Collection or elsewhere
Presentation slides unavailable
Wait for Presentation processing to complete
Before uploading again
If an upload has failed, avoid immediately creating several copies of the same Resource.
First check:
Whether the original Resource is still processing.
Whether a failure notification was displayed.
Whether the failed Resource has been automatically removed.
Whether the source file is valid.
Whether sufficient Storage is available.
Then retry the upload if appropriate.
Still having problems?
If a supported file within the size limit repeatedly fails to process, contact Ekphrastic support.
Include:
The type of Resource you were uploading
The file format
Approximate file size
What happened after upload
Any message displayed by Ekphrastic
Do not include confidential content unless it is necessary and appropriate to share for support purposes.
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