What does this mean?
With the release of our new theming experience, we have introduced new theming limits. This allows us to host and render your help center more securely and more quickly.
You are affected by the limits if you have uploaded theme assets that are no longer a supported file type, you have individual assets that are greater than 5MB or you have uploaded more than a total of 100MB of theme assets.
If your account is affected by these limits on assets, you will be contacted.
100MB Asset Limit
If you have greater than 100 MBs of total theme assets in your account, we can't automatically migrate your account into the the new theming experience. Once you've reduced the total size of theme assets to less than 100 MB we will be able to automatically migrate your account.
However, in the new theming experience there is a limit of 25 MB of total theme assets per theme. If your theme has greater than 25 MB of total theme assets, you can still continue to update theme files but you will be unable to add more assets, duplicate or re-import your theme. You can, however, export your theme and it's assets.
Check to see which assets are affected
You can check the assets panel in Customize design to see if you are affected. Go to Guide admin > Customize design > Edit code > Assets. We have updated the assets screen to give you the following additional information:
- If your total theme asset size is greater than 100 MB you will see a red banner at the top with information on your total assets size.
- Each asset has it's size listed next to it
- Every asset that is affected by asset type will have a yellow warning under it. You will see a "File type no longer supported" message.
- Every asset that is greater than 5MB will be will have a yellow warning under it
Determine whether assets are still being used
Many times we’ve seen that customers have old or unused files in the theme assets area of their account.
Review the list of theme assets in your account by going to Guide admin > Customize design > Edit code > Assets. You can remove any theme assets that are no longer in use. It's a good idea to save a copy of the file before removing it, just in case you need it later.
Migrate theme assets to article attachments
The file types that are allowed in themes are those needed for building themes, and exclude some more general purpose file types. You can read more about the types of file types allowed here.
Files that contain content for your end users are better managed as article attachments. Article attachments are more flexible and can be tied to a particular article that can be searched, translated, etc. This is an ideal place for files types such as PDFs, PowerPoint files, and others.
Other file hosting options
We do our best to provide options for hosting files needed for displaying your content and rendering your themes. There will always be certain use cases that we can’t support natively.
For more exotic use cases, you might consider a general purpose Content Delivery Network (CDN) from Amazon AWS, Microsoft Azure, or another service. If a full CDN isn’t necessary, but you still need some type of file hosting, there are a number of options from Dropbox and Google Drive and others. You will need to evaluate what might work best for you and your company’s needs.
Error: File type no longer supported
This error appears if the file type for an asset is no longer supported. Refer to "Migrate theme assets to article attachments" above for more information. In some cases, this error appears if the file type for the asset is supported, but the ticket is missing a required end user field. Make sure all the required fields in the ticket are filled-in.