Updating your assets prior to migration

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  • Brad Marshall

    How do you save a copy of an asset? I have some that I need to migrate to other locations and I cannot figure out how to download individual assets.

  • Maggie Ungerboeck


    The above screen shots look like the old theming screens and we've been on the new theme for about 4 months now. I did receive an email that we have assets that will cause problems but can't view which ones because doesn't look like the red and yellow messages display using the new theme editor - can you confirm?  If you are already using the new theme editor, how can you see what assets may cause an issue?


  • Carlton

    Like Maggie, I received an email warning but can't identify the problem files. Thanks in advance for any assistance you can offer!

  • Jacques van Rensburg

    Same here. Email indicates 2 files but not sure which 2

    - Found my 2 files. Unsupported file type (pdf). But its not highlighted as mentioned in the article when you are using the new theme

  • Nicolai Zerlang

    This combined with the 20MB limitation on article attachments creates issues for everyone using Help Center to host any kind of downloads... 

  • Thomas

    I have the same problem as Maggie, Carlton an Jacques.

  • Patrick Thomas

    I get a warning of "File type no longer supported" (see image below), possibly because .PNG is written in capital letters instead of lowercase .png.

    Please reconsider to support this writing style, as we have a huge number of assets written, saved and linked in Help Center articles this way and its the default save mode for Microsofts Snipping Tool.


  • Pulse

    We received the notification email that there were 5 invalid files on our account, and it took me a while to find just two PDF's that were in our assets because the theming view we have is different from what is pictured above, and there is no "notification bar" or any view I could find that showed me the invalid assets.

    I still haven't been able to find the other 3 files, even looking in our inactive templates nothing jumps out.

    Can this documentation please be updated to reflect the other theming view? I see I'm not the only one to complain about this, even though the article was updated 3 days ago.

  • Nicole - Community Manager

    Hey Pulse - 

    I'll flag your comment for the documentation team. 

    As far as the "updated" date, comments on the article qualify as "updates." So, that doesn't necessarily mean the article was updated, and that date is probably referring to Patrick's post. 

  • Jessie - Community Manager

    Hey Brad!

    We don't have bulk asset download functionality at the moment, but you can still download them one at a time.

    Go to your Guide Admin dashboard, click the eye icon in the left sidebar and select your theme, then click the three-dot menu button to the right of your theme's title and click Edit code.

    All your assets will be listed at the top of the list. When you click one, it'll display some information about the asset's properties, and show the asset itself. From there you can right click on the asset and save it to your computer.

    Hope that helps!

  • Brad Marshall

    Right-clicking on the asset only works if the asset can be displayed. So, if it is a CSV file, it will not display.

  • Jessie - Community Manager

    Hey Bran,

    I'm not sure what to do about that...let me check with some folks to see what I can find out for you.

  • Patrick Bosmans

    Hello Pulse,

    Thank you for the feedback!  I have pinged the product manager for these notifications to see what we can to to clarify these messages.

    Hopefully they will be able to make some adjustments to help with the next round of updates.

    Thanks again!

    Patrick | Zendesk Customer Advocate

  • Shawn Oudavanh

    Hey Brad, here is one way to download your asset.

    Copy your Javascript template


    Go to your document_head.hbs file and paste in the script. You can combine multiple as shown below. I just added the highlighted in my existing script body. Adding the console.log() statement will output your url to the console.

    Once the page is published, you can go to your help center page in a new tab. Right click anywhere and click Inspect ( I am using Chrome). This will open up the dev tools and in the console section should be the url to download your asset 

    Copy that and paste into a browser. Then voila.


    Hope that helps.


  • Ryan McGrew

    Hey All,

    I'll try to respond to each individual post but there's a number of them so 

    @Maggie, Carlon, Jacques, Thomas - There was an issue where a number of customers that had already migrated to the new theming experience were still emailed. If your UI doesn't look the UI in this message, please ignore. You don't need to take any action at this time.

    @Patrick - This is a small bug, .png files are allowed in the new system. The uppercase file extension is causing it to be registered as unrecognized. You should be fine to migrate if that's the only asset flagged.

    @Brad - if you only have invalid assets flagged, you can still migrate to the new experience. Then you'll be able to export the theme file out and back up the files or move them elsewhere. Otherwise, you should be able to select the path below the file title and put https: in front of it to download it. Just tested with this file in my test account and it downloads https://cl.ly/1y2Q1I3d272Q

    Thanks all!

  • Maggie Ungerboeck

    Thanks for the update Ryan!

  • Carlton

    Thanks, Ryan!

  • Jacques van Rensburg

    Thanks Ryan.

  • Stephen Fusco

    Hey Brad, 

    There is no tool to download assets individually but you should be able to right click on individual assets to save copies of them. 

    You can also export your theme which will get you copies of all the assets used in the theme You can find more info on that here: Importing and exporting your theme

    Thanks for your question! 


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