Can't open content catalogue

I've been using XWD premium 365 for a long time without problems and renewed last month. My version is registered. However, suddenly when I click to insert an element from the content catologue or to create a new web from the content catalogue, I get an error message saying "The designs gallery must be enabled to import content. You can switch it on in the 'utilities' > 'galleries' menu." But in that menu the design gallery is checked (I can't uncheck it). I've tried restarting the programme, rebooting, nothing seems to work. Grateful for any suggestions - thanks.

Does Shift+F10 do anything?

Acorn

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Originally Posted by Acorn

Does Shift+F10 do anything?

Acorn

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Unfortunately, no...

I thought it could be connected to my internet connection but I'm able to open the content catalogue in P and G on the same machine without problems. Since my pressing need is for a sticker and text panel, I guess I will take from there and paste into my XWD web until I can work out how to solve this.

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Originally Posted by yjs

Unfortunately, no...
I thought it could be connected to my internet connection but I'm able to open the content catalogue in P and G on the same machine without problems. Since my pressing need is for a sticker and text panel, I guess I will take from there and paste into my XWD web until I can work out how to solve this.

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You shouldn't have to solve this; this is an Xara issue as i believe your credentials have not be re-applied correctly despite your renewal.

Raise a ticket with Xara.

As you have had a working application pre-renewal, I have not suggested running as admin but it is worth a try.

Acorn

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Originally Posted by Acorn

You shouldn't have to solve this; this is an Xara issue as i believe your credentials have not be re-applied correctly despite your renewal.

Raise a ticket with Xara.

As you have had a working application pre-renewal, I have not suggested running as admin but it is worth a try.

Acorn

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Thanks, tried as an admin with no luck. I've used the design gallery a lot since the renewal, and other functions requiring renewal appear to be intact... will try again in a few hours then will indeed submit a ticket.

Oh dear, I thought I'd deactivate then reactivate the programme on this machine to see if that would fix the problem. I got a message saying that my programme had been deactivated, but was able to reopen it without problems and am still getting the same error message.

I'm going to try uninstalling the programme then reinstalling - can someone confirm the best way to save the history of last accessed webs (including backups). Thanks.

Have you filed a support ticket at https://support.xara.com ?

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Originally Posted by gwpriester

Have you filed a support ticket at https://support.xara.com ?

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Yes, I just filed one, pointing to this thread.

Good. Thanks. Let's hope this gets resolved quickly.

Support suggest something which unfortunately was not successful a few days ago, and I haven't heard back from my replies to that ticket and really need to access the Catalogue and other features asap. Grateful if someone could clarify how to reinstall without losing my history of recent sites including backups.

You can make a copy of your backup folder.

I'd place the copy on your desktop then if you can do a successful re-install then replace the new backups folder with the saved folder.

And if you do a reinstall do a clean reinstall, though you will need you registration number to re-register your product.

Give support another day or two if you can to respond before you do this.

Many thanks, Gary.

If anyone from Xara support is reading this, I really would appreciate an answer to ticket TJQ-705-33568 asap, though of course I appreciate that you probably don't work on weekends. Many thanks.

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Originally Posted by yjs

If anyone from Xara support is reading this, I really would appreciate an answer to ticket TJQ-705-33568 asap, though of course I appreciate that you probably don't work on weekends. Many thanks.

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No, they don't but some are TGers who do take an interest.

Acorn

I wonder if this is related to another thread in 'Dear Xara' from someone else who can' t use the content catalogue. I really really hope to hear back from Xara support soon as the last week has been very very difficult.

Hi yjs,

Sorry to hear you haven't heard back from anyone in support, can you let me know your ticket number and I'll take a look into it.

Also, for this error message ("The designs gallery must be enabled to import content...") can you try going to Window > Control Bars > Reset and see if you can now access the Content Catalogue?

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Originally Posted by Rob-Xar

Hi yjs,

Sorry to hear you haven't heard back from anyone in support, can you let me know your ticket number and I'll take a look into it.

Also, for this error message ("The designs gallery must be enabled to import content...") can you try going to Window > Control Bars > Reset and see if you can now access the Content Catalogue?

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Thanks so much- the ticket number is: TJQ-705-33568. That workaround was suggested by Support but unfortunately didn't help. I responded on 13th June and sent several updates but haven't heard back. Many thanks again if you could help.

I know the Xara support team are busy but I respectfully suggest a serious rethink of the support ticket system - including deciding on appropriate waiting times for people who can't access the features they've paid for and submit 'critical' requests.

Phew, Support were very helpful (It was a quite complex fix, including a complete uninstall) and I can finally access the programme as a registered user with the full content catalogue etc.

Still I do think the issue of support timeframe for critical matters needs to be addressed.

That's good to hear, thanks for letting us know.

The problem with the current options of priority is it tends to get abused frequently, the normal priority being the rarest I see lol. With everyone setting their priority to urgent or emergency we try to work more in a chronological order, the problem being there that if you reply to your ticket often it pushes it back up the queue as recently replied. It's not a perfect system and I'm not sure of any ways to make it as such it but if you do have something you want us to urgently look into you can PM me with your ticket number and I'll look into it as soon as possible.

Thanks
Rob

Thanks very much, Rob. I do appreciate this.

I still think there needs to be a rethink of timeframes and priorities in Xara's support system. This forum is always a source of great help, and Xara's support team gives very good fixes, workarounds and advice - But the bottom line is that Xara's products are (unfortunately) not mainstream tools, for which people can easily get support locally. Add to this Xara's tools as somewhere between standalone and hosted products... Well, folks who stick their necks out and use non-conventional Xara tools to deliver services to clients (often on a tight budget and with serious deadlines) are already taking a risk. They should not also have to worry about waiting several days for a reply when they can't access their paid features.

As someone who's cooordinated helpdesks myself I also get frustrated that many helpdesk programmes treat a client update to a ticket as similar to a support reply and push the ticket to the back of the queue (that's actually why I submitted a separate ticket with a critical listing asking Support to handle the ticket which I had been updating). And I certainly sympathise with the problem of everyone labelling their problems an emergency. Perhaps your prioritisation of tickets could also take into account responses to a question about which features are affected and how? Or else if you are really not using the priority listings, then maybe remove them, so that clients don't have an unrealistic idea of when help will come? Some helpdesks charge for emergency support or quote a charge if emergency support is abused. Not sure that would work here. I'm reluctant to suggest raising the price of Xara products to cover an increase in support staff. But I do think that adding resources for timely support will ultimately benefit Xara.

Hi Yaffa,

There's certainly a lot of interesting comments you've made and whilst I'm not at liberty to say what our plans for support is I will certainly pass some of your comments onto our directors who are looking over this area.

Thanks
Rob

Great, many thanks.