If you're seeing the error below when you try to open the Asset Library, you're in the right place.

"An unexpected application error has occurred processing your request. Error UID: [alphanumeric code]"

This error almost always has a client-side cause — meaning something in your browser, not the Acoustic platform. The Error UID is just a session identifier and doesn't point to a specific failure type.

What causes this error?

Your browser stores a local cache of website files and cookies to speed up loading. Over time, this data can become stale or mismatched with the current version of Acoustic Campaign. When your browser tries to use outdated data to authenticate or load the Asset Library, the session fails.

Common triggers include:

• Stale session cookies that have expired but haven't been cleared
• Outdated JavaScript or CSS files cached from an older version of Acoustic Campaign
• A browser extension (ad blocker, security tool, etc.) blocking Acoustic requests
• A network or proxy issue causing the authentication request to fail silently
• An Acoustic platform update that invalidates your existing cached data

Note: This error can appear even if everything was working fine the day before. A browser or platform update can cause previously valid cached data to become incompatible.

How to fix it

Work through the steps below in order. Most users resolve the issue at Step 1 or 2.

Step 1: Clear your browser cache and cookies

This is the most effective first step. You must clear both cache and cookies at the same time — clearing only one often doesn't resolve the issue.

Google Chrome

1. Open Settings: Click the three-dot menu (⋮) in the top-right corner and select Settings > Privacy and security > Clear browsing data.
2. Set the time range: Select All time from the dropdown.
3. Select both options: Check Cached images and files and Cookies and other site data.
4. Clear and restart: Click Clear data, then close Chrome completely (all windows) and reopen it.
5. Log back in: Sign in to Acoustic Campaign and try opening the Asset Library again.

Mozilla Firefox

1. Open Settings: Click the hamburger menu (☰) and select Settings > Privacy & Security.
2. Clear data: Scroll to Cookies and Site Data and click Clear Data.
3. Select both options: Check Cookies and Site Data and Cached Web Content, then click Clear.
4. Restart and test: Restart Firefox and try accessing the Asset Library.

Tip: After clearing, log out of Acoustic Campaign completely and log back in before accessing the Asset Library. This establishes a clean session.

Step 2: Test in a Private or Incognito window

Private Browsing or Incognito mode starts a fresh session with no cached data, cookies, or extensions. This quickly tells you whether the issue is cache/cookie-related or caused by an extension.

• Chrome (Incognito): Press Ctrl+Shift+N (Windows) or Cmd+Shift+N (Mac)
• Firefox (Private): Press Ctrl+Shift+P (Windows) or Cmd+Shift+P (Mac)

Log in to Acoustic Campaign in the new window and try to open the Asset Library.

• If the Asset Library loads successfully → The issue is your browser cache or extensions. Continue to Step 3.
• If it also fails in private mode → Skip to Step 4.

Step 3: Disable browser extensions

If the Asset Library works in private mode but not in your normal window, a browser extension is likely blocking Acoustic. Ad blockers, privacy shields, and security tools are the most common culprits.

• Chrome: Go to chrome://extensions/ and toggle off each extension. Reload Acoustic and test. Re-enable extensions one at a time to find the one causing the issue.
• Firefox: Go to about:addons, click Extensions, and disable them one by one.

Once you identify the problematic extension, you can disable it for the Acoustic domain or add Acoustic Campaign as an allowed site in the extension's settings.

Step 4: Try a different browser

If clearing the cache and disabling extensions doesn't resolve the issue, try accessing Acoustic Campaign in a completely different browser — for example, switch from Chrome to Firefox or Microsoft Edge. This confirms whether the issue is browser-specific.

Step 5: Check if others are affected

Ask a colleague to try accessing the Asset Library. This tells you whether the issue is isolated to your machine or wider.

• Only you are affected: The cause is almost certainly local — cache, browser, or extension.
• Multiple users are affected: There may be a platform-level issue or a network/proxy configuration problem. Continue to Step 6.

Step 6: Contact Acoustic Support with a HAR file

If none of the above steps resolve the issue, contact Acoustic Support. To help the team diagnose the problem quickly, attach a HAR (HTTP Archive) file to your ticket. A HAR file records all network requests made during a browser session.

How to collect a HAR file in Chrome

1. Right-click anywhere on the page and select Inspect, then click the Network tab.
2. Check the Preserve log checkbox at the top of the Network tab.
3. Reproduce the error by navigating to the Asset Library.
4. Right-click anywhere in the network request list and choose Save all as HAR with content.
5. Attach the downloaded .har file to your support ticket.

Security note: HAR files can contain session tokens. Only share them through official Acoustic Support channels. Do not email them to unverified contacts.

When the problem is on Acoustic's side

Occasionally, Asset Library errors are caused by a server-side issue rather than your browser. Signs that this may be the case:

• Multiple users across your organization are affected at the same time
• The issue started at a specific time, such as after a scheduled maintenance window
• The error persists across multiple browsers, devices, and networks
• The HAR file shows 500 or 503 HTTP status codes from Acoustic servers

If you see these signs, check Acoustic's status page or contact Support immediately with the details.

Quick reference