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Unable to load asset library. States there is an error.

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Hello,

I am having an issue with the Asset library in the squarespace builder and inserting images into the website template.

When going to Asset Library I receive an error that states An error occurred while loading the results. Please try again."  The same error I receive when going to a specific image on the template and try to delete and upload or replace.

This is issue only happens on a mac (everything is updated running Ventura). When I try and use a Windows computer everything works fine. I have even tried them side by the side. Windows works and Mac doesn't.

On the mac I tried 2 different browsers. Same issue. On the windows I tried the same browser and no issue. On the mac all browsers are updated. I am using Firefox mainly. Java is enabled. Checked all the settings and they are identical between Mac/Windows browser. I went through the whole troubleshoot browser and nothing helped. I sent several chats but they were unsuccessful with fixing this issue.

If you have experienced this or have any idea with how this may be resolved please let me know.

Thanks
 

 

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27 minutes ago, TheArtist said:

When going to Asset Library I receive an error that states An error occurred while loading the results. Please try again."  The same error I receive when going to a specific image on the template and try to delete and upload or replace. This is issue only happens on a mac

Hello @TheArtist

This sounds like an issue that is specific to your Mac, which means it is very difficult for remote users to assist. You said you'd chatted to support already so I imagine they have already asked you to:

  • Remove all code from the site (from the Custom CSS panel and the Code Injection panels)
  • Try it with Chrome
  • Use an Incognito window
  • Clear the cache

If you've followed these steps already, my only other suggestions are to:

  • check if another Mac user can access the Asset Library on your site
  • start a new trial to see if you can access the Asset Library on that new site, from your Mac.

This will help to confirm if the issue is specific to your site, your browser/device or both. 

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Me: I'm Paul, a SQSP user for >18 yrs & Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL. We provide high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
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Hey,

So I tried using a different mac and it worked on it. I also tried different browsers on the other mac everything worked.

It seems that its only related to my mac. I tried different browsers but the same thing happened where it didn't work.

Perhaps its a setting that I may need to disable to enable, I'm just not sure which one it is, because the error message didn't give me an error code to refer to. I checked online and the people who had the same issue as me didn't have their issues resolved either.

I. checked all the settings on the Firefox browser played around with them but nothing seems to work. Same issue persists.
 

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UPDATE:

So after playing around I got the asset library to work on Chrome on the Mac but not Firefox.

I am still curious to know what the issue might be with regards to Firefox?

I looking for a way to contact support on Firefox but no success.

On another interesting note I noticed there is a difference with "video storage". On Firefox it says 0 min left while on Chrome it says there is 30 min left. Same computer just different browsers.

Edited by TheArtist
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15 minutes ago, TheArtist said:

I am still curious to know what the issue might be with regards to Firefox?

Are you using Firefox version 120.0.1? Have you tried it in a Private Window?

Me: I'm Paul, a SQSP user for >18 yrs & Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL. We provide high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is completely free. You can thank me by selecting a feedback emoji. Buying a coffee is generous but optional.

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Yup. Everything is updated. Tried in both regular and private window.

Side note: I did have an issue with the MS site when entering MS office key and it would just give me an error when entering some information yet when trying on Chrome it worked fine. Feel like the 2 things are connected somehow

Not sure what setting I would need to change to fix it. Maybe reinstalling will help.

Might have to contact firefox directly and see what they say. Just hard to find their live chat/email on their contact page.

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