Hi,
Recently, we’ve run into an issue where our 3D models’ thumbnails fail to load. This applies to items uploaded a few days ago and items that are over a year old and haven’t caused issues before this. This behavior for us started on March 11 around 1/2pm PT. It was first noticed in our development environment and we began to see the behavior make its way into our production environment through various developer accounts.
This behavior is seen both in Studio and in game builds for all our environments. It appears to be platform and device agnostic - we see this on mobile, PC, Mac, tablet, etc. Testers were on different networks in various parts of the continental US and abroad. We also saw odd thumbnail behavior on other games when checking if this was isolated to our project.
Current repro steps:
Start the game
Wait for the game to load and/or hit ‘skip loading’
Close the event pop up info with the ‘close’ button at the bottom of the screen
On the lefthand side, select the UI icon named ‘Free UGC’
See center item named ‘Stylish Black Denim Leg Warmers’ without a thumbnail above
Select blank image button to see a detailed view of the item loading on your avatar, item information being pulled from Roblox listing, and the thumbnail image failing to load
Hit the back arrow twice to navigate to the shopping menu home
See each of the 3 columns (‘Free UGC’, ‘Feature’ and ‘Our Store’) without any image loading in each
Select ‘Featured’ and see new page that loads without any thumbnails loading on the image buttons
Select any blank image button, select ‘info’, and see same detailed view from earlier of item applied to your avatar, item info pulled from Roblox listing, thumbnail failing to load, and purchase button.
I found another instance of this kind of error occurring in the dev forums from 2019 that was resolved by Roblox staff. I’m curious if our issue is similar. Model thumbnail assets failing to load
Expected behavior
The expected behavior is that the thumbnails of our UGC will load on our ‘Image Buttons’ and in game. Please see attached image of behavior previously working correctly.
This issue has continued to persist in our game. We are still finding the behavior to be 100% consistent as of March 19. Public link to game for testing
This issue is still present in our games as of March 21st.
In an attempt to narrow down the issue, we created a test level that just has one image button, a text box to pass in different thumbnail strings, and a script to apply that to the image button. We continued to see the reported behavior here in this environment, see below:
Which ones deliver and which ones fail are random. This changes as well over time (ex. test at 8am and test again at 9am), on different server instances, and per client.
Hi - as of March 25, we are still seeing this error.
Some new finding in our testing:
When the thumbnail width and height is changed to another acceptable value, we are able to load successfully in our debugging environment. Specifically, we changed from 150x150 to 420x420.
(ex. rbxthumb://type=Asset&id=102824152496253&w=420&h=420)
We are finding that items in our catalog not listed for sale are able to load as 150x150. This can be seen in the video below. The image button on the left is getting set to 150x150. The image button on the right is getting set to 420x420. Asset IDs for items are pasted in text box and applied via script. Item 1 is listed for sale. Item 2 is not listed for sale.
When trying the 420x420 vs. 150x150 change in our game, it only seemed to really impact the ‘image labels’ and not our ‘image buttons’.
We obviously don’t know how things are setup on that side, so just speculating here, but this could still be a CDN issue. Wondering if images are stored at 420x420 and there’s an error when attempting to reduce the size of the image?
We would like to be able to correctly receive 150x150 images again. In addition, the Roblox purchase prompt is still behaving incorrectly (betting the image being requested there is 150x150). See below for example.
Hey @bvetterdays - thanks for responding. We really haven’t got much traction on this post yet, so would love your thoughts too if you have any ideas on this bug.
The culprit in this case was an errant call in the experience to ContentProvider.RegisterEncryptedAsset which was passed an empty id. Because of this, all thumbnail downloads stopped working. Once the id was fixed, thumbnails are working again.
This is a tricky edge case to track down, so we’re making a change on our side in the next couple weeks that will throw an error if bad input is passed to ContentProvider.RegisterEncryptedAsset or ContentProvider.RegisterSessionEncryptedAsset.
