Missing theme thumbnail

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  • Updated 3 years ago
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Hi, can you advise re. following error message?
"Missing theme thumbnail. Please contact prezi.com/support."
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SW

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  • frustrated

Posted 5 years ago

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Peter Vajda, Official Rep

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Official Response
Hi SW,

this was due to a temporary server problem, which has been solved by now. Can you try to see if your prezi is working now?

Thaks for the patience.
Best,
peter
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Hi! I have had this problem for months, so it is unlikely that a temporary server problem would be the cause. I have the latest version of Prezi desktop updated today, and I still have the problem. In the new GUI with the Colors and Fonts menu item, can see that two themes "ITD HU" and "ITD HU2" are missing. Maybe that is the cause of the problem?

Please help, it is annoying to see the error messages all the time and it does not look as if Prezi is a good product (althoug I love it), when viewers of the presentation see error messages every time a prezi is shown.
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Lily

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Hi pointcoud9,

Can you access those 2 style or you had them only before?
please send me your email address what is releated to your prezi account and I will find a solution to this problem.

Lily
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turakina

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I'm getting this error today when I try to open my online Prezi I created yesterday.
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Bartley

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I'm also getting this error
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Kathryn Plank

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I'm getting it as well with Prezi Desktop, and the error window will not close and keeps me from being able to do anything else.

The error message tells me to go to prezi.com/support for help, but when I search there for this error nothing shows up.

I've tried installing the current version of Prezi Desktop3 several times, and every time I get this error window. Very frustrating.
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Kathryn Plank

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Lior Paz replied, and for some reason I'm not seeing it here, but I'll still answer the questions here.

"Hi Kathryn,

Does this happen with every prezi you try to open?
Please try to delete the following library and open PreziDesktop3 again:
on Mac: /Users/liorpaz/Library/Preferences/com.prezi.PreziDesktop/Local Store/styles
on Windows: C:\Documents and Settings\tester\Application Data\com.prezi.PreziDesktop2\Local Store\styles

Did this help? Does the application status say its loading styles and fonts on the first screens that shows when you launch it?

Lior"

Thanks for your response, Lior.

I tried deleting the library and re-opening, and it's doing the same thing.

This happens whether I use PreziDesktop or Prezi online. In both cases I get the error message, and when I try to create a prezi, all the styles are missing.

Here is the online prezi: http://prezi.com/u19ygrsmjr10/edit/

The complete error message is:

Missing theme thumbnail. Please contact prezi.com/support
Technical details:
id: 1160 the reason is: Event [MenuErrorEvent type=itemError]

My OS is Mac OS 10.6.4. I've updated my Flash and Air and am using the most recent download of Desktop. In the online version, it happens with both Safari and Firefox browsers. I'm at a loss as to what else I can try and appreciate your help.
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Kathryn Plank

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Oh, and in answer to your other question, it does not say it's loading styles and fonts.
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Lior Paz

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Hi Kathryn,

Does this happen with every prezi you try to open?
Please try to delete the following library and open PreziDesktop3 again:
on Mac: /Users/liorpaz/Library/Preferences/com.prezi.PreziDesktop/Local Store/styles
on Windows: C:\Documents and Settings\tester\Application Data\com.prezi.PreziDesktop2\Local Store\styles

Did this help? Does the application status say its loading styles and fonts on the first screens that shows when you launch it?

Lior
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Kathryn Plank

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(See my answer above) Also, I tried to use the online Prezi on a different computer (a PC using Windows) and have the same problem, so I guess it's not the OS.
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Lior Paz

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Hi Kathryn

I had no problem seeing and editing your prezi, so we have to go on and investigate this strange problem.

more questions:
Were all your trials made on the same network?
Do you have (or may have) a firewall that may be blocking the connection to prezi.com?
Did you try to make a new prezi? (i see you have only one at the moment)
If you have a router, could you please try to connect directly to the modem (without going through the router) using the network cable (this way we can check if it has to do with the local network.

Lior
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Marcus Weigl

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Hi Katrin,
since I have the same probleme here are my answers to Liors question as requested via mail:

Yes, all trials were made on the same network.
We sure have a foirewall since we are a bank - but there was never a problem using prezi online.
i tried both - new prezi an existing prezis, that have been made using our branded theme.
I don ́t have a router.

Marcus
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Marcus Weigl

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Hi Katrin,
since I have the same probleme here are my answers to Liors question as requested via mail:

Yes, all trials were made on the same network.
We sure have a foirewall since we are a bank - but there was never a problem using prezi online.
i tried both - new prezi an existing prezis, that have been made using our branded theme.
I don ́t have a router.

Marcus
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Marcus Weigl

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Hi Katrin,
I tried a different network and OS X Lion instead of windows. Same "Theme Error" occurs.
Hope to hear from you soon.

Marcus
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Vera Gergely, Official Rep

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Hi Marcus,

We're working on the fix, I'll keep you posted.
Thank you for your patience,
Best,

Vera
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Vera Gergely, Official Rep

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Hi Marcus,
The fix is released now, please check your prezi.
Thank you for your patience.
Vera
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annathree.1

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Dear vera, I'm currently experiencing the same problem using prezi desktop.
I couldn't delete the file mentioned below as it isn't there. I tried from another laptop & the problem remains. Is it a temporary issue ? When should we expect the bug to be resolved ?
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Vera Gergely, Official Rep

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hi Anna,
can you post the exact error message for me?
thanks
Vera
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adriennesflannery

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I have the same error. It says "Missing theme thumbnails. Please refer to http://prezi.com/support." I have just downloaded the new Prezi Desktop 3 and am missing 8 of the themes that there is space for. Please help! I will be using this in my classroom this week.
Adrienne
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Vera Gergely, Official Rep

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Hi Adrienne,
please try the following in Prezi Desktop:
License / Change user / Reactivate
I hope it'll help.
Best
Vera
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Daniel Huamani

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Hello, I ́m having this error too now. Uninstalled, reinstalled, changed user, reactivated... nothing worked so far and now I ́m also getting the id: 1100 (could not load fonts)
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Anthony

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Alright. More on this problem. Didn't had it before two weeks back.
On an iMac with Boot Camp I get this error when running Windows 7 with Firefox or Explorer.
Running OS X on this iMac there is no problem for both browsers.
When running on an MacBook Boot Camp with Windows 7 there is also no problem.

So, it seems I messed-up something on the windows side of my iMac. But, what???
I can't recall that I did something out of the ordinary on my machine about the two weeks ago. But, you never know.

Full error text:
Something went wrong
Please reload your prezi
Technical details:
id: 1160 the reason is: Event [MenuErrorEvent type=itemError]

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