Troubleshoot images and media

Media thumbnails are not displayed and 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 tasks. 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: Enable Topics as described in the media manager admin tasks. Topics must be enabled for the Media object, with the Name field selected. 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: The product page layout still references a media formula link instead of the Add Media StoreConnect action. Any reference to the old link redirects to the console.

Resolution:

1. Open the product page layout in Salesforce.
2. Locate and remove any references to the media formula link.
3. Confirm the Add Media StoreConnect action is present on the product layout.
4. Save the layout.