Common media library issues

Common symptoms, possible causes and checks to perform. If a solution requires a permission, contact your openlane administrator and specify the media or product and the workspace affected.

Symptom Possible causes Checks and solutions
Media does not appear in the menu you do not have permission to view any workspace request View & download permission on at least one workspace
An existing media item does not appear in search results the media item belongs to a workspace you cannot view ask the person who uploaded it which workspace it belongs to, or request permission for that workspace
A collection shows fewer media items than a colleague can see you can only see media from workspaces you have access to none: this is the expected behaviour
You cannot see anything new after your permissions change permissions are updated when you next sign in sign out of openlane and sign back in

Media details

Symptom Possible causes Checks and solutions
A workspace is disabled in the media details you do not have permission to change it; the workspace requires a workflow that has not been completed; it is the intake workspace hover over the workspace to see the reason
Workspaces the media item does not belong to are not shown you do not have Can change media workspace permission request permission from your administrator
Replace is disabled the media item belongs to a workspace with requirements; you cannot upload to the intake workspace hover over the icon to see the reason
You cannot delete a media item the media item is used by products, marketing tools or other records remove the media item from the records listed under Used By, then try again
New crop does not appear you cannot edit the media item; the image dimensions have not yet been detected check your permissions; after uploading, wait a few moments and reload the page
Symptom Possible causes Checks and solutions
A copied link no longer works the media item is private and the link has expired copy the link again. A permanent link requires the media item to belong to a public workspace, which makes it visible to anyone with the link: see Public and private media
A channel shows a missing image the media item does not belong to a public workspace check whether the media item should be public and, if so, assign it to a public workspace. To prevent this issue, see How to require a channel to receive only public media

Product media attributes

Symptom Possible causes Checks and solutions
A product's media attribute is read-only you do not have View & download permission on one of the attribute's workspaces; the attribute has no workspaces request permission for the attribute's workspaces
The upload window displays "You are not enabled on the workspaces required by this attribute…" you cannot upload to any of the attribute's workspaces request Edit permission on All or All - My Uploads in one of those workspaces; in the meantime, you can select an existing media item from the library
Uploading a file from the attribute fails immediately you cannot upload to the intake workspace request Edit permission on All or All - My Uploads in the intake workspace
Confirming an upload from the attribute returns an error and the media item does not appear on the product you cannot upload to the workspace selected for the attribute; the workspace requires a completed workflow the file remains in the intake workspace: request permission, or have the media item approved and assign it to the workspace from its details page
Show media reports that the selection has expired the selection is valid for one day use Show media again from the product list