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Troubleshooting slideshow templates in Chat in GTM One

Learn how to fix a slideshow template that will not upload, load, delete or save as your default.

Jake FreyJake FreyPrincipal Product Manager

Learn how to fix a slideshow template that will not upload, load, delete or save as your default.

Overview

The Select slideshow template card shows a red message when a step fails. Find the message below and follow its steps. For the normal flow, see How to choose a slideshow template in Chat in GTM One.

"Please select a PowerPoint file (.pptx)"

Cause

The file you chose is not a .pptx file. Older .ppt files and other formats are not accepted.

Resolution

  1. Open the file in PowerPoint and save a copy as a PowerPoint Presentation (.pptx).
  2. Click Upload new template and choose the copy.

"Failed. Files must be valid and < 75MB."

Cause

The file is damaged, is not a real PowerPoint file, or is 75 MB or larger.

Resolution

  1. Check the file's size. Remove large images or media, or split the deck, to get under 75 MB.
  2. Open the file in PowerPoint to confirm it opens, and save a fresh copy.
  3. Upload the copy.

"Unable to upload this file. Try again."

Cause

The upload failed before it finished, often from a connection problem.

Resolution

  1. Check your connection.
  2. Click Upload new template and choose the file again.
  3. If it fails again, reload the page, reopen the conversation and try once more.

"Failed to validate file. Please try again." or "Validation timeout"

Cause

GTM One checks a template before accepting it. The check failed, or did not finish within two and a half minutes (150 seconds).

Resolution

  1. Try the upload again.
  2. If it times out again, remove large images or media from the template, save a copy and upload that.

"We can't recreate these elements:"

Cause

This is a warning, not a failure. The template holds slides or elements that Chat cannot rebuild. The warning lists them by slide number.

Resolution

  1. Read the list. Chat builds the deck without those slides.
  2. To keep them, replace the listed elements in PowerPoint with standard text, shapes or images, and upload the file again.

"Failed to load templates"

Cause

The list of your templates could not be fetched.

Resolution

  1. Reload the page and reopen the conversation.
  2. If the card still does not load, click Cancel and ask Chat for the deck again to get a new card.

"Failed to delete template"

Cause

The template could not be removed. The card may show "Failed to delete template. Please try again."

Resolution

  1. Click the x on the template again.
  2. If it still fails, reload the page and try once more.

"Failed to update default template. Please try again."

Cause

Your choice could not be saved as your default, so nothing was sent to Chat.

Resolution

  1. Click Confirm again.
  2. If it fails again, reload the page, reopen the conversation and choose the template again.

Confirm does nothing

Cause

Chat is still writing a reply. A message cannot be sent while one is streaming, so the card stays open.

Resolution

  1. Wait for the reply to finish, or stop it.
  2. Click Confirm again.

If you see an error

  • "Please select a PowerPoint file (.pptx)": use a .pptx file.
  • "Failed. Files must be valid and < 75MB.": use a valid file under 75 MB.
  • "Unable to upload this file. Try again.": choose the file again.
  • "Failed to validate file. Please try again.": upload again.
  • "Validation timeout": upload a lighter copy.
  • "Failed to load templates": reload the page.
  • "Failed to delete template": try again.
  • "Failed to update default template. Please try again.": click Confirm again.

Escalation

If a valid .pptx under 75 MB keeps failing, contact ZoomInfo support or your ZoomInfo admin. Include the file's name and size, the time it failed and the exact message on the card.

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