{"title":"Troubleshoot images and media","slug":"troubleshoot-images-and-media","url":"https://support.storeconnect.com/articles/troubleshoot-images-and-media","url_markdown":"https://support.storeconnect.com/articles/troubleshoot-images-and-media.md","subtitle":null,"summary":"Resolve common media manager issues: blocked thumbnails from missing CSP trusted URLs, tag errors when Topics are not enabled, permission set gaps, and the 250-folder display limit.","type":"Help_Documentation","video_url":"","keywords":"troubleshoot images, troubleshoot media, media manager issues, thumbnails not displaying, blocked preview, CSP trusted URLs, tag errors, topics not enabled, permission set, folder limit, 250 folders, media upload redirect","last_modified":"2026-08-21T07:12:35+0000","body_markdown":"## Media thumbnails are not displayed and a blocked preview message appears\n\n**Cause:** The required CSP trusted URLs for Cloudinary, YouTube, or Vimeo have not been added to your Salesforce org.\n\n**Resolution:** Add the missing CSP trusted URLs as described in the [media manager admin tasks](media-manager-admin-tasks-one-time-only). Once saved, refresh the media manager. Thumbnails will now render correctly.\n\n## An error appears when a user attempts to create or assign a tag\n\n**Cause:** Salesforce Topics have not been enabled for the **Media** object.\n\n**Resolution:** Enable Topics as described in the [media manager admin tasks](media-manager-admin-tasks-one-time-only). 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.\n\n## A user cannot see the media section in the console\n\n**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.\n\n**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.\n\n## The folder tree does not display all folders\n\n**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.\n\n**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.\n\n## The media upload link on a product record redirects unexpectedly\n\n**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.\n\n**Resolution:**\n\n1.  Open the product page layout in Salesforce.\n2.  Locate and remove any references to the media formula link.\n3.  Confirm the **Add Media** StoreConnect action is present on the product layout.\n4.  Save the layout."}