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Troubleshooting page inserts and uploads

Overview

Nexus allows agents to insert extra pages, such as a personalised cover page, testimonials, or a PDF brochure, into a CMA or report. This article covers common problems when inserting or uploading these pages.

General rules:

  • 10 documents per CMA
  • Up to 10MB per each uploaded file
  • User level files enabling users to give their own flair to the CMA
Common issues and fixes

Upload fails or gets stuck

  • Check the file format. Nexus typically accepts PDF and standard image formats for page inserts. A Word document or other unsupported format will fail even if it appears to start uploading.
  • Check the file size against the upload limit. Large, image-heavy PDFs are the most common cause of a stalled upload.
  • Try again on a stable internet connection. A dropped connection partway through an upload can leave the file in a stuck or partial state.
  • If a page appears blank, the source file may have a rendering issue, most often a PDF exported at an unusual page size or with embedded fonts missing. Delete the imported PDF from the original document and re-upload.
  • If pages are out of order, check the page order setting in the CMA builder rather than assuming the upload order is preserved automatically. You can drag and drop the document as needed.
  • Confirm the insert was saved to the specific CMA.
  • Regenerate the CMA or PDF after adding the insert. Some changes only take effect the next time the document is generated, rather than updating a version that was already created.
  • This usually happens when a page insert was designed at a different page size or orientation to the rest of the CMA. Match the insert's page setup (for example A4 portrait) to the rest of the document before uploading.

Inserted page appears blank or out of order.

  • If a page appears blank, the source file may have a rendering issue, most often a PDF exported at an unusual page size or with embedded fonts missing. Delete the imported PDF from the original document and re-upload.
  • If pages are out of order, check the page order setting in the CMA builder rather than assuming the upload order is preserved automatically. You can drag and drop the document as needed.

Insert does not appear in the final shared CMA or PDF.

  • Confirm the insert was saved to the specific CMA.
  • Regenerate the CMA or PDF after adding the insert. Some changes only take effect the next time the document is generated, rather than updating a version that was already created.

Formatting looks different once inserted.

  • This usually happens when a page insert was designed at a different page size or orientation to the rest of the CMA. Match the insert's page setup (for example A4 portrait) to the rest of the document before uploading.

When to escalate

Log a support ticket if an insert still will not upload or display correctly after the steps above, and include the file itself (or a copy with any sensitive vendor detail removed), the file format and size, and the CMA or report reference number.