# Troubleshoot images and media Source: https://support.storeconnect.com/articles/troubleshoot-images-and-media · Last modified 21 August 2026 ## 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](media-manager-admin-tasks-one-time-only). 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](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. ## 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. --- ## Follow StoreConnect - [Email Newsletter](https://getstoreconnect.com/c/lp-newsletter) - [LinkedIn Newsletter](https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7444956928444862464) - [YouTube](https://www.youtube.com/channel/UCngKdP2x8l1wcbAKW3tvU8g) - [LinkedIn](https://www.linkedin.com/company/storeconnect) - [X / Twitter](https://x.com/storeconnecthq) ## Popular Links - [Partners](https://getstoreconnect.com/partners) - [News](https://getstoreconnect.com/articles/news) - [Events](https://getstoreconnect.com/articles/events) - [Feature Comparison](https://getstoreconnect.com/how-we-compare) - [Download a free trial](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMkeKUAT) - [Book a Demo](https://getstoreconnect.com/contact) ## Documentation - [Help documentation](https://support.storeconnect.com/help-documentation) - [AI agents](https://support.storeconnect.com/ai) - [Videos & tutorials](https://support.storeconnect.com/videos-tutorials) - [Developer reference](https://support.storeconnect.com/developer-reference) - [Release notes](https://support.storeconnect.com/release-notes) - [Troubleshooting](https://support.storeconnect.com/troubleshooting) - [Trust Center](https://trust.getstoreconnect.com/) - [Status Page](https://status.storeconnect.com/) ## Contact - info@getstoreconnect.com - US +1 415 745 3230 - AUS +61 2 8365 2308 100 S Ashley Dr, Suite 600-2461 Tampa FL 33602-600 USA Level 22, Sydney Place 180 George Street Sydney, NSW, 2000, AUS --- StoreConnect Support — https://support.storeconnect.com/articles/troubleshoot-images-and-media