Question

Workfront nonresponse download issue

Forum|Forum|1 year ago
July 22, 2024
3 replies
1408 views

Hi all,

Curious if this is a deeper internal IT issue or a Workfront issue. We have 15- 20 people on our team who use Workfront on various machines and browsers (mac, windows, Chrome, Safari). Late last year/early this year it started to where we will be in Workfront using it as normal and then all of a sudden when we click something, nothing will happen and a 1KB file download with no content will happen instead. There is no "common thread" to what we're doing in WF when it happens, sometimes we're opening proofs or proofing workflow, sometimes we're navigating to tasks, sometimes to our home screen. The only thing that seems to fix it is clearing cache and history and then closing the browser and reopening. Sometimes going to another tab with WF open it will work fine, other times it won't. We have done some trouble-shooting with our internal IT and they think it's a WF issue, so before opening a ticket I wanted to see if this happens to anyone else and if there's a known fix.

Thanks in advance!

Workfront

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RandyRoberts

Community Advisor

That particular thing has never happened to me but if doesn't happen on any other websites but Workfront, it's probably Workfront. I can tell you something like that is gonna be pretty hard to diagnose though.

KatherineLa

Community Advisor

This would be insanely obscure, but I do know that when a browser tries to download a file and finds it corrupt/unreadable then it will often download simply as a 1kb file. Does your instance have custom branding, or use any sort of custom icons/images for navigating in things like reports/dashboards that might be harder to reach during load periods? It almost sounds like the UI is trying to render an image as part of navigation but intermittently can't access the images in a timely fashion. Or it's unable to completely download everything to wherever it's temporarily caching all the info to render the page - disk space issues?

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SheldonGrAuthor

This seems like the closest we've gotten to a diagnosis. I'm wondering if it could be years of older projects/proofs/images in our Workfront, could that be the cause?

RandyRoberts

Community Advisor

In order to diagnose that, you would have to see what's on one of the pages where the behavior occurs. As Katherine suggested above, Are there custom branding logos or icons on those pages? Do you have anything that might block built-in icons or images? Maybe a browser plugin? an ad blocker? firewall?

I would start by disabling all browser plugins, flush the cache and hard reload (if Chrome). If you can get it to occur repeatedly, you could use the browser dev tools to trace what's happening. The other question is "Is this happening with any other websites?"

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Sujatha_TS

Level 4

hi, This happened to us few times as we use DAM integration. here is the support solution we had - ensure the file upload is not corrupted, files are uploaded fully - sharing file link before its completely uploaded or refreshed page as its uploading can cause this issue.

When downloading if you receive a message saying download as package or download single file, opt for downloading the file type you are looking for.

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