Media thumbnails are not displayed — a blocked preview message appears
Cause: The required CSP trusted URLs for Cloudinary, YouTube, or Vimeo have not been added to your Salesforce org.
Resolution: Add the missing CSP trusted URLs as described in the media manager admin topic. Once saved, refresh the media manager. Thumbnails will now render correctly.
An error appears when a user attempts to create or assign a tag
Cause: Salesforce Topics have not been enabled for the Media object.
Resolution: Follow the steps in Enable tags (Salesforce Topics). Once Topics have been enabled, ask the user to retry the tag action.
A user cannot see the media section in the console
Cause: The user's permission set does not include media manager access. The StoreConnect Theme Manager and StoreConnect Sync permission sets explicitly exclude the Media menu.
Resolution: Open the user's Salesforce record, review their assigned permission set, and assign one that includes media access — such as StoreConnect Content Manager. Ask the user to refresh their browser after the change has been saved.
The folder tree does not display all folders
Cause: The media manager retrieves a maximum of 250 folders including all nested folders. If your org has more than 250 folders, additional folders are not visible in the tree due to a GraphQL retrieval limit.
Resolution: No data has been lost. Media records in folders beyond the 250-folder limit remain accessible via search. To restore visibility, consolidate or delete unused folders to bring the total below 250. Configurable visibility limits beyond 250 folders are planned for a future release.
The media upload link on a product record redirects unexpectedly
Cause: In v20.15, legacy product media formula links have been replaced by the new StoreConnect action. Existing references to the old link now redirect to the console.
Resolution:
- Open the product page layout in Salesforce.
- Locate and remove any references to the deprecated media formula link.
- Confirm the Add Media StoreConnect action is present on the product layout.
- Save the layout.