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Asset Manager shows only a “Home” folder with no files

Viewing 6 posts - 1 through 6 (of 6 total)
Sep 21, 2022 at 2:45 am #178221

Paul Hsieh
Participant

I recently updated Download Manager to version 3.2.56. When I went to Asset Manager, I see only a “Home” folder. When I click on the “Home” folder, no folders or files are shown. In the past, I was able to get to the folder where my files (for users to download) are stored. The configuration of my website has not changed. When I go into CPanel/File Manager and go to public_html/wp-content/uploads/download-manager-files, all my files are there, and users are able to download files. The only thing different is that I can’t see the files in Asset Manager. Do I now need set some sort of new option to see the files in Asset Manager? Thanks for your help.

Sep 21, 2022 at 5:06 am #178224

Humayon
Spectator

Hi,

Thank you for your query.

We’ll need to take a closer look to see why this might be happening. But, this might take a little longer. Therefore, I’d request you to check whether there are any plugins installed that might be causing this?

Here is what you can do to check:

1. Please try switching to another theme, like Twenty Twenty-one, and check whether the issue persists or not. If not, then it is the theme that is causing the error.

2. Deactivate all plugins temporarily except WPDM and see if that solves the problem. Then, activate plugins one by one to see which plugin is causing the problem.

​3. Try one more time after clearing your browser, website, and CDN caches if you have any. You may temporarily disable the caching plugin for testing.

This is a general debugging process that all WordPress support teams perform to find 90% of the problems.

If you are not sure how to go about it, we’ll be glad to help. Please share your website credentials as mentioned below so that we can take a look and help you asap.

# Website Login URL
# Username
# Password

Please let me know how that goes. I will be happy to help with any further assistance you might need.

Sep 22, 2022 at 6:15 am #178283

Paul Hsieh
Participant

Hi Humayon Kabir,

Thank you very much for your reply. I did all your suggestions:
1. I switched to another theme (Twenty Twenty Two). This did not solve the problem.
2. I deactivated all the plugins except for WPDM. This did not solve the problem.
3. I cleared all caches. This also did not solve the problem.
After I did all the above steps, the Asset Manager still showed an empty Home folder. I would also add that the Asset Manager screen says “Digital Asset Manager BETA” which is a bit puzzling.

In any case, since the website is functioning normally (users are able to download files), and I can bypass the Asset Manager by going directly to CPanel File Manager, this is not an urgent problem. Hopefully, a future update of WPDM will take care of it.

Sep 22, 2022 at 8:32 am #178290

Humayon
Spectator

Hello,

Thank you for writing back to us.

It’s working fine in our testing environment.

If possible please provide us with staging website access so that we can check and give you a better solution.

Looking forward to hearing back from you.

Sep 22, 2022 at 3:26 pm #178309

Paul Hsieh
Participant
This reply has been marked as private.
Sep 24, 2022 at 6:58 am #178344

Humayon
Spectator
This reply has been marked as private.
Viewing 6 posts - 1 through 6 (of 6 total)

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