Hi Folks,
Just wanted to comment on an issue a few people have posted about - download failures on the DX.
There are 3 scenarios where downloads may fail, which I'll outline here:
- You're not actually registered on the DX - This is a scenario that's fairly rare, but it does occur from time-to-time. If you've successfully logged into the DX and been able to download anything since we moved to the new platform at the beginning of 2025, you can ignore this. If you haven't been able to download anything from the DX since we moved to the new platform, this is most likely your issue. If so, please open a ticket with support and we'll get it taken care of on the backend.
- Your auth token has expired - In this scenario, you may have logged in to the DX, but then stepped away from the browser, moved to working on something else, etc, and due to no activity, your auth token expired. From the perspective of the UI, you still appear to be logged in because your name is shown in the top right corner, but when you try to download anything (assets, user guide, etc), you receive a failure notice. In this scenario, simply log out of the DX and then log back in. We've added an item to our backlog to fix this such that an expired token with automatically redirect you back to the portal to login again.
- The asset doesn't exist on the new platform - There are about 100 or so assets on the DX that didn't successfully migrate from the old platform to the new. In those cases, the metadata (asset card information) is present, but the actual files are not. If you experience this, and you've confirmed the previous two scenarios do not apply to you, you can either post a message here on the community (please tag me) or you can open a ticket with support and we'll get it fixed.
I hope this helps, and I'm happy to answer any questions you may have.
Cheers,
Eric
