Troubleshooting and FAQ
The problems users report most often, and what to do about each one. Administrators should also see Diagnose image processing.
Messages you might see
Section titled “Messages you might see”| What you see | What it means | What to do |
|---|---|---|
| ”File is too large” | Salesforce storage accepts files under 4 MB. Cloud storage accepts much larger ones. | Compress the photo before uploading. Most phones offer a smaller size when sharing. Ask your administrator about cloud storage if this happens often. |
| ”Upload failed - please try again” | Usually a passing network problem. The app retries by itself up to three times before telling you. | Wait a moment and upload again. |
| A spinner that will not finish | The image is still being processed, for example an iPhone photo being converted. This normally takes a few seconds. | Wait, then refresh the page. |
| ”Processing failed” | Processing did not complete for that image. | Click Retry on the file, or the retry option on the gallery overlay. If it fails again, contact your administrator. |
| ”This file is view-only” | The image is stored somewhere that does not support editing, or you are on an Experience Cloud page where the editor has not been switched on. | Ask your administrator if you need to edit it. |
I cannot see the profile photo upload button
Section titled “I cannot see the profile photo upload button”The upload and delete buttons are hidden when the record is linked to an Experience Cloud user, because that photo is managed in the portal’s own profile settings. On a portal page, your administrator may also have hidden editing actions. If neither applies, check with your administrator that you have the Sliick Files User permission set.
I cannot see the tag edit button
Section titled “I cannot see the tag edit button”The tag pencil appears only for images in cloud storage that already have version history. If your org stores files in Salesforce, tags are not available. Ask your administrator about moving to cloud storage.
I cannot see the Share button
Section titled “I cannot see the Share button”Share links work on cloud storage only, are switched off until Sliick turns them on for your org, and never appear on Experience Cloud pages. See Share images with external users.
I do not see any images, even though files are attached
Section titled “I do not see any images, even though files are attached”Two common causes:
- You do not have access to the record itself. Access to images follows your Salesforce record access: if you cannot see the record, you cannot see its images.
- The gallery is filtered or pointed somewhere other than where the images are. Ask your administrator to check the gallery configuration on that page, including any Topic filter.
A file I deleted is still showing
Section titled “A file I deleted is still showing”Cleanup in cloud storage can lag by a moment. Refresh the page after a few seconds.
The version history panel is empty
Section titled “The version history panel is empty”The file has only one version. History starts building the first time you replace the file or save an edit from the photo editor. See Version history.
Who to contact
Section titled “Who to contact”- Access problems, such as missing components or permission errors: your Salesforce administrator.
- File problems, such as uploads failing, images missing, or processing errors that keep coming back: your Salesforce administrator, who can check the storage configuration and the logs.
- Bugs or unexpected behaviour: your administrator can raise a support request with the Sliick team. You can also reach us through Sliick support.