Upload images, media, and other files

Manage media in folders

Depending on how you want to manage your files over time, you might want to create individual folders to organize media. For example, to separate product images, web images, marketing assets, documents, etc. The media manager displays up to 250 folders. See manage media and images.

Requirements for media

Upload media to StoreConnect

1. In the All Media window, go to the folder you want to add the file to.
2. Select Add media.
3. Choose the File type and enter a Name for the file.
4. To upload files from your computer, browse for or drag the files to the Add media window.
5. To add files via URL:
   1. Select Import media from URL.
   2. Enter the URL in the Import Url field. Note that the URL must be publicly accessible. Files behind authentication or restricted access will not import successfully.
6. Complete any additional fields, including advanced options.
7. Select Save media.

To bulk upload media, see [Import media in bulk].

Add media to a product record

Uploading or changing images within products automatically maps them and updates them in the media manager.

Copy the media file URL

1. In the media manager, locate the file you want to link to.
2. Click the menu icon (three dots) and select Copy link.
3. Use the URL to reference the image.

Update media to a product record

1. Navigate to the product record.
2. Upload via the media manager:
   1. In the Product Actions section, select Add media.
   2. Follow the on-screen prompts to upload or reference images.
   3. Save media.
3. Upload via the product key relationships:
   1. Go to the Media used by this product section.
   2. Select New.
   3. Complete the form to add media.
4. Save.

The product record shows the newly added file.

Add and manage where media is used in your content

The media manager enables you to quickly see and manage where an image or file is used in your content.

View and add where media is used

1. Open the media record in the media manager.
2. Scroll to the bottom of the record.
3. Click to open each object type where media is used.
4. Click New to add this media to the relevant object. The native Salesforce window opens.
5. Follow the prompts to add and then Save.

File name conventions for media

We encourage you to use a consistent convention for naming media so that files can be easy recognized and updated in the future. For example, you might align a product image with a product code or category in your system. However, stick with the conventions that work best for your business and product types.

Example for a product

A lounge suite with the style name Monty that comes in 4 colors, in 2S (2 seater), for which you want to upload 4 different photo angles:

Lounge_Monty_Aqua_2S_front, Lounge_Monty_Aqua_2S_side, Lounge_Monty_Aqua_2S_styled

Example for a web page

Images for blogs:

Page_blog_hero, Blog_[blogname]_hero

Change image sizes

When you upload an images, they are stored in it’s original size that you send up, but you are also able to download different sized images when you insert the image via liquid see the section on Rendering Images in Various Sizes. If images smaller in width and height are used, they will be upsized and there will be some loss of quality.

About CDN and media storage

StoreConnect stores and delivers all media through Cloudinary, a CDN (Content Delivery Network). A CDN is a global network of servers that delivers files from the location closest to each visitor, so images and media load quickly for customers regardless of where they are in the world.

When you upload a file or import one via URL, StoreConnect processes it through Cloudinary and generates a CDN URL — the address your storefront uses to display the file to customers. This CDN URL is stored in the Url field on the media record.

How media import works

When you add media using an Import URL, StoreConnect processes it through the following pipeline:

1. You populate the Import Url field on the media record with a publicly accessible URL pointing to the source file — for example, a direct link to a file hosted on Dropbox, Google Drive, your own web server, or another CDN.
2. The Url field must be blank. If it already contains a value, the import job skips the record.
3. A scheduled background job detects the record and attempts to download the file from the Import URL and upload it to the CDN (Cloudinary).
4. On success, the Url field is populated with the generated CDN URL and the image displays on the storefront.
5. On failure, the Retry Count field is incremented. The job retries up to 5 times. After 5 failed attempts, no further automatic retries occur and manual intervention is required.

Troubleshoot media import and CDN issues

This section covers common issues where a media record fails to generate a CDN URL after using the Import URL method, or where images appear broken on the storefront.

The Url field is blank after setting an Import URL

If the Url field has not been populated after setting an Import URL, work through the following checklist:

1. Is the Url field already populated? If the Url field contains any value, the import job skips the record. Clear the Url field and save.
2. Is the Import URL publicly accessible? Open the Import URL in an incognito or private browser window. If it requires a login, shows a landing page, or returns an error, the URL is not accessible to the import job.
3. Has the Retry Count reached 5? Check the Retry Count field on the media record. If it shows 5, the import has failed the maximum number of times. See Retry count has reached 5 and no CDN URL was generated.
4. Has enough time passed? The import job runs on a schedule. Wait a few minutes after saving before investigating further.
5. Are StoreConnect sync triggers enabled? If triggers have been disabled (for example, during a package upgrade), the import job does not run. See storeconnect-sync-triggers to check and re-enable them.

If none of the above apply, review the remaining sections below for more specific causes.

The Url field already has a value but the wrong image displays

Cause: The Url field is already populated with a CDN URL, so the import job skips this record — even if the current URL points to an outdated or incorrect image.

Resolution:

1. Open the media record in Salesforce.
2. Clear the Url field so it is blank.
3. Confirm the Import Url field contains the correct source URL for the new image.
4. Save the record.
5. Wait a few minutes for the import job to generate a new CDN URL.

Retry count has reached 5 and no CDN URL was generated

Cause: The import job attempted to download and upload the file 5 times and failed each time. Common reasons include an inaccessible URL, a URL pointing to a sharing page instead of a direct file, or a file type mismatch. After 5 failures, no further automatic retries occur.

Resolution:

1. Identify and fix the underlying cause first. Review the sections below to determine why the import is failing.
2. Once the cause is resolved, open the media record and set the Retry Count field back to 0.
3. Confirm the Url field is blank.
4. Save the record. The import job will pick it up on the next scheduled run.

Import URL is not publicly accessible

Cause: The URL in the Import Url field requires authentication, is behind a login wall, or is otherwise restricted. The import job cannot access URLs that are not publicly available. This commonly occurs with:

• Dropbox links that require sign-in, have restricted sharing settings, or contain session parameters.
• Google Drive files that are not shared with "Anyone with the link."
• URLs on internal networks, intranets, or password-protected sites.

Resolution:

1. Copy the Import URL and open it in an incognito or private browser window (not a browser where you are already logged in).
2. If the URL requires a login, shows a permission error, or redirects to a sign-in page, it is not publicly accessible.
3. Update the sharing settings on the source file to allow public access, or host the file at a publicly accessible URL.

Source URL points to a sharing page instead of a direct file

Cause: The Import URL resolves to an HTML preview or sharing page rather than the actual file. For example, a Dropbox link with dl=0 opens a preview page with download buttons, or a Google Drive link opens the file viewer. The import job needs a URL that returns the raw file content, not an HTML page.

Resolution:

1. Open the Import URL in a browser. If you see a web page with the file embedded (rather than the file downloading directly), the URL is not a direct file link.
2. Convert the URL to a direct download link:
   • Dropbox: Change dl=0 to dl=1, or replace www.dropbox.com with dl.dropboxusercontent.com in the URL. Remove any st=... session parameters.
   • Google Drive: Use the format https://drive.google.com/uc?export=download&id=FILE_ID.
   • Other services: Look for a "direct link", "raw file", or "download link" option rather than the standard sharing URL.
3. Update the Import Url field on the media record with the direct link.
4. If the Retry Count is 5, reset it to 0.
5. Clear the Url field if it contains a value, and save.

Import URL was truncated because it exceeds 255 characters

Cause: The Import Url field is limited to 255 characters. If the source URL is longer than 255 characters, it is silently truncated when saved, resulting in a broken URL that cannot be resolved by the import job.

Resolution:

1. Check whether the Import URL in the media record matches the full source URL. If it appears cut off, the URL has been truncated.
2. Shorten the URL by removing unnecessary query parameters, or use a URL shortening service.
3. Alternatively, download the file and re-upload it directly through the media manager rather than using the Import URL method.

Images appear broken on the storefront but the media record looks correct

Cause: The media record has a populated Url field and appears correct in Salesforce, but the image does not display on the storefront. This can occur when:

• The CDN URL was generated but the file was not correctly scoped to your organization’s folder in Cloudinary.
• The CDN URL is malformed or points to a resource that no longer exists.
• The required CSP (Content Security Policy) trusted URLs have not been added. See troubleshoot-images-and-media for CSP setup instructions.

Resolution:

1. Open the Url field value in a browser. If the image does not load, the CDN URL is broken.
2. Clear the Url field, confirm the Import Url is correct, reset Retry Count to 0 if needed, and save. This forces a fresh import.
3. If the issue persists after re-importing, contact StoreConnect support. CDN scoping issues may require intervention from the operations team.

Website shows a stale or outdated image after re-importing media

Cause: After re-importing media, the storefront continues to display the old image. This is typically caused by browser caching or CDN edge caching serving the previous version of the file.

Resolution:

1. Perform a hard refresh in your browser: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac).
2. If the old image still appears, clear your browser cache or test in an incognito/private window.
3. If the correct image appears in incognito but not in your regular browser, the issue is local browser cache. Clear your cache or wait for it to expire.
4. If the old image persists even in incognito, the CDN cache may not have updated yet. CDN caches can take up to 24 hours to fully refresh. If the image remains stale beyond this period, contact StoreConnect support to request a cache invalidation.

File type mismatch prevents successful upload

Cause: The File Type picklist value on the media record (image, video, document, file, or url) does not match the actual content of the file at the Import URL. For example, the File Type is set to "image" but the URL points to a PDF document.

Resolution:

1. Open the media record in Salesforce.
2. Verify the File Type matches the actual file. Check the file extension in the Import URL or open the URL in a browser to confirm the file type.
3. Correct the File Type picklist value.
4. If the Retry Count has reached 5, reset it to 0.
5. Clear the Url field if it contains a value, and save.

List<s_c__Media__c> newMedias = new List<s_c__Media__c>();
List<s_c__Media__c> existingMedias = [
    SELECT Id, s_c__Import_Url__c, s_c__Url__c
    FROM s_c__Media__c
];
for (s_c__Media__c media : existingMedias) {
    if (String.isBlank(media.s_c__Url__c)) { continue; }
    media.s_c__Import_Url__c = media.s_c__Url__c;
    media.s_c__Url__c = null;
    newMedias.add(media);
}
update newMedias;

Add and update media in previous StoreConnect versions (pre 20.15)