Unfortunately or sometime fortunately:-) , when you need real DirectSmile support regarding your DSM document template, at the end, it always necessary to check detail setting of your document configuration.

Then please follow below screenshots and upload your DSM document template with Adobe InDesign document file.

Otherwise we cannot support and help you to find out the problem(s).

1. Transfer document to DirectSmile Online
   
   
2. Enable every option in “Export DirectSmile Document” dialog
   (Especially, you need to enable “Include Afobe InDesign Documents” option!!)
   
3. Enter your login credential and upload template on your DSMI
   

 

Once you uploaded document template which include every used files on your DSMI server, please tell credential information and name of your document to DSM Support Team. Then we can take a look your document;-)