> 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/linkrui/from-original-doc.md).

# Connection and Download Problems

Troubleshoot common LinkrUI connection, download, upload, activation, and Adobe panel issues.

## No Thumbnails

If thumbnails aren't loading, this often indicates a network connection problem.

SSL inspection is a security feature used by firewalls and proxy servers to examine encrypted internet traffic. Adobe's internal node process does not work with firewalls which use SSL inspection.

If asset names and metadata appear but thumbnails do not, SSL inspection is likely interfering with LinkrUI's secure connections and preventing thumbnails from loading.

The SSL inspection needs to be turned off for these pre-approved domains.

**Troubleshooting Steps:**

1. **Confirm your internet connection**

   Confirm that your device is connected to the internet, then reload LinkrUI.
2. **Check Connections**

   From the LinkrUI flyout menu in the top-right, select <kbd>Check Connections</kbd>. This shows whether required domains are reachable.
3. **Whitelist Domains**

   If one or more domains fail, it will be shown with an x next to the domain. Ask your IT team to whitelist all listed domains in your firewall.

Thumbnails should now load properly.

## Place, Open, or Upload Assets Fails

If placing or opening assets fails with the message " could not be downloaded. Please check your network connections.", it could be due to:

1. **Network Connection Issue:** From the LinkrUI flyout menu (located at the top right), select <kbd>Check Connections</kbd>. This will show if there are issues connecting to necessary domains. If there are issues connecting to one or more domains, you or your IT department need to **whitelist** all the listed domains in your firewall, without SSL inspection for these domains.
2. **Cache Folder on Network Drive:** LinkrUI may have issues if its local cache folder is located on a network drive (e.g. \SharedDrive\OneDrive\Google Drive).

**Troubleshooting Steps:**

* **Change Cache Location:** In the LinkrUI Preferences dialog, set the cache folder to a location on your local disk that is *not* within a cloud-synced folder like OneDrive or Google Drive. The default location is usually within your Documents folder.

### Assets Fail to Upload

If assets fail to upload with the message: "unable to get local issuer certificate"

**Explanation:** This error arises from the built-in Node.js instance when your local computer's certificate authority is not recognized. This is often caused by cyber-security software installing its own unrecognized certificate authority.

**Troubleshooting Steps:**

* **Contact IT:** Please consult your IT department to address this certificate recognition issue.

## LinkrUI Not Launched - Empty Panel

If LinkrUI appears as an empty panel:

**Troubleshooting Steps:**

1. **Reset LinkrUI**

   Open the flyout menu in the LinkrUI panel and select **Reset**. Then restart your Adobe application.
2. **Reinstall LinkrUI**

   If reset does not work, uninstall and reinstall LinkrUI.
3. **Delete `savedData.bin`**

   If the issue persists, delete `savedData.bin` from one of these locations:

   For Mac: `~/Library/Application Support/com.printui/LinkrUI/`

   For Windows: `C:\Users\Admin\AppData\Roaming\com.printui\LinkrUI`
4. **Run the regedit script**\
   If the above options don't work, download the [regedit script](https://printui-dev.slack.com/files/U0B0PBPNHMJ/F0BN9KKRVA4/panel.reg).
   1. Double click the file and follow the prompts.
   2. Close the application and reopen it. The panel should load properly now.

### LinkrUI Not Launched - Microsoft Office

If LinkrUI cannot be added as an Office add-in, confirm that you are signed in to Office correctly.&#x20;

<figure><img src="https://1895738376-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2lt9lcavWcRN7izHUMZE%2Fuploads%2F5G2hpedIwfhLF0t1Vi5f%2FScreenshot%202026-08-25%20133207.png?alt=media&amp;token=aa02fa9e-8450-4ab6-850b-d6569029fdee" alt=""><figcaption></figcaption></figure>

**Troubleshooting Steps:**

1. Select the user icon in the upper-right corner of an Office app.
2. Confirm that you are signed in with the correct account.
3. Try adding LinkrUI again.

## Activation not working

* If you try to activate with an activation key and only one DAM shows up, you might have installed LinkrUI for only one dam.
  * Re-install the universal connector and then try activating again.
* If you try to activate and an error shows up to check connections, your domains may not be whitelisted.
  * Whitelist the domains that are listed and turn off SSL inspection on them.

{% hint style="info" %}
See the top of this page for a more detailed explanation on SSL inspection.
{% endhint %}

## LinkrUI Missing in Photoshop (macOS)

1. If you don't see the **Extensions** option in the Photoshop menu, you might need to run Photoshop using Rosetta.

   **Run with Rosetta:** Enable the "Open using Rosetta" option in the Photoshop application's info page. You can find additional instructions [here](https://support.apple.com/en-us/102527).
2. If LinkrUI does not appear in Photoshop on an Apple silicon Mac, [install the UXP build](/linkrui/readme-1/adobe-cc-applications/adobe-installers.md) for your DAM.

{% hint style="info" %}
You need to have the latest version of Photoshop installed, and Photoshop needs to be closed while you download the UXP build.
{% endhint %}


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