Troubleshoot Media Library uploads
Sign-in expiry, invalid organization, permission denied, add-on disabled, unsupported type, file too large, CDN failure, entry-creation failure, and missing item. Media Library add-on.
Overview
Sign-in expiry, invalid organization, permission denied, add-on disabled, unsupported type, file too large, CDN failure, entry-creation failure, and missing item. Media Library add-on. Use this guide to isolate the cause safely before repeating the action. Content Search locates published or planned content, while Media Library stores reusable organization files and metadata.
Identify the symptom
Sign-in expiry, invalid organization, permission denied, add-on disabled, unsupported type, file too large, CDN failure, entry-creation failure, and missing item. Media Library add-on. Note the exact point where the actual behavior differs from what you expected.
Do not repeatedly submit, delete, publish, reconnect, or purchase while the result is uncertain. First verify whether the previous action completed in another tab, activity list, Audit Log, or external platform.
Checks to make in order
Start in Content Search or Media Library in the organization navigation. Keep the affected item open where possible so you can compare the state after each check.
- Check 1: Sign-in expiry
Review sign-in expiry and choose the value that matches your intended result.
- Check 2: Invalid organization
Review invalid organization and choose the value that matches your intended result.
- Check 3: Permission denied
Review permission denied and choose the value that matches your intended result.
- Check 4: Add-on disabled
Add-on disabled.
- Check 5: Unsupported type
Review unsupported type and choose the value that matches your intended result.
- Check 6: File too large
Review file too large and choose the value that matches your intended result.
- Check 7: CDN failure
Review cDN failure and choose the value that matches your intended result.
Safe recovery
After correcting the cause, refresh the page and repeat the smallest safe action that can prove the workflow works. The issue is resolved when the expected content or file is visible and ready for the next permitted action.
If a retry could publish, delete, charge, revoke access, retire a public address, or send a message twice, contact an owner or support instead of guessing.
- Clear filters and broaden the selected date range, pages, platforms, or search terms.
- Confirm that you can view the referenced pages and that Media Library is enabled when required.
- For uploads, check the file type, size, connection, and whether your role permits changes.
If you still need help
Send support the organization name, route, affected item ID, timestamp and timezone, exact message, screenshot, and reproducible steps. Include the relevant System Status or Audit Log entry when available.
Never send passwords, verification codes, cookies, access tokens, API keys, payment details, or other secrets.
Availability and access
Your organization may need the relevant add-on enabled.