> For the complete documentation index, see [llms.txt](https://docs.santacruzsoftware.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.santacruzsoftware.com/gemini-home/reference/troubleshooting.md).

# Troubleshooting

Diagnose common sign-in, asset, approval, download, upload, and email-delivery problems.

Use these checks before escalating a BrandingUI issue. Because account type and site configuration vary, an administrator should reproduce access problems with **View As** whenever possible.

***

## I Cannot Sign In

* Verify the site URL and email address.
* Use **Forgot Password** only for BrandingUI-managed passwords.
* Follow the organization's external authentication or SSO flow when configured.
* Ask an administrator whether the account is Disabled, expired as a Guest, or waiting for email verification.

## Assets Are Missing

* Clear search, Category, subcategory, and date filters.
* Confirm the asset has a Category; assets assigned to **None** are hidden.
* Confirm a user-category rule exposes that Category to the user.
* Refresh the list from the three-dot menu after a recent Template upload or Package creation.
* Use **View As** to verify the user's actual role, organization, and Category access.

## A Job Is Stuck in Approval

* Check which approval level is active and how many responses it requires.
* Confirm that configured approver addresses are active and not on the bad-email list.
* Review asset, Department, Business Unit, and global approver settings in precedence order.
* Configure a valid fallback approver or Business Email if no specific approver resolves.

## A Completed Job Has No Download

* Confirm that all required approvals are complete.
* Check whether the selected completion method allows end-user downloads.
* Determine whether files were instead sent to an approver, external recipient, FTP/HTTP endpoint, email platform, or DAM.
* For VDP jobs, wait for data-merge processing and its completion email.

## File Upload Errors

Use supported file types and standard filename characters. Validate PSD files in Photoshop before Package creation. VDP data must be saved as `.xlsx`, and its headers must match InDesign frame names exactly, including capitalization.

## Bad Email Addresses

BrandingUI adds addresses to a bad-email list after permanent delivery failures, such as a missing mailbox, permanent domain rejection, or abuse complaint. Temporary failures do not normally cause listing. Once listed, future sends are blocked to protect deliverability.

There is one supported removal process:

1. Fix the mailbox or provider problem.
2. Open **Notifications Settings**.
3. Enter the affected address and send **Test Email**.
4. A successful test removes the address from the bad-email list.

Use **Analyze site for bad emails** from the Notifications three-dot menu to find settings that still reference blocked addresses.

## Getting Help

Use the site's **Contact** page or send the administrator the user email, asset name, job name, approximate time, and exact status or error. These details make it easier to locate the related configuration and history.


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