Resources: why a file is missing, will not open or will not upload
The checks for a member who cannot see a file, a file that will not preview, an upload that is refused, a link that will not add, and an email that did not go.
- resources
- troubleshooting
- files
- members
- uploads
Most Resources problems are one of a handful of causes. Start with the question that matches what you are seeing.
A member cannot see a file or link
Check these in order. As the owner you see everything in the console, so your own view proves nothing. Ask one member, or open your community signed out in a private window.
Is the tab on?
Existing communities start with Resources off. If you see a banner reading Members can't see Resources yet, press Turn on. You can also switch it on in Customize, then Tabs. With the tab off, every address under it says the page is not found.
Is it published?
New files and links are drafts. Look for Draft on the item, then open it and press Publish.
Is it limited to a tier?
Open the item, its folder and the tab's setting in Customize and look at Who can open it. A member below the tier sees a lock, or nothing at all if you chose hidden. See Limit Resources to a membership tier.
Is the member still a member?
Someone whose access ended, or who is not signed in, cannot open files. They see a message that their membership no longer opens this community's files, or are asked to sign in again.
The wider checklist is in Why can't my members see this?
Common questions
A file will not preview. Why only Download?
Members can view PDFs, JPEG, PNG, WebP and GIF images, MP4 video, and plain text, CSV and Markdown files. Word, Excel and PowerPoint files, ZIP archives, SVG and other image types such as HEIC are download only on purpose. If a viewable file still will not show, the member sees This file can't be shown here with a Download button.
My upload was refused.
The message names the cause. That file is empty, That file is too large. Please use one under 2 GB., or That file type is not supported, which allows images, PDFs, documents, spreadsheets, presentations, MP4 video and ZIP files. If it says Storage is full, free some space or turn on extra usage, see Resources: limits, storage and counts.
Drry asks Replace it or Skip.
A file with that name is already in the library. Replace it swaps the contents of the existing file and keeps its title, folder and counts. Skip leaves it alone. See Replace a file and add cover photos.
A link will not add.
It must start with https. Addresses with a username or password in them, or that point at a private or local network, are refused. A private page may share no title or picture, in which case the link is added with its site's name and you can write a title. See Share a link in Resources.
A member says a download failed.
The message says why. Your session ended means they should sign in again. This file is no longer available means it was unpublished, deleted or limited to a tier. Your membership no longer opens this community's files means their access has ended. Anything else is usually a dropped connection, and trying again works.
A member followed a link and landed on a notice.
It reads that the link is not available any more. The link was deleted, unpublished or limited to a tier they do not have. It is deliberately the same message in each case, so it never reveals that a locked link exists.
Members see the files in a different order from the one I set.
Your order is Coach's order. Members can switch to Newest, Name A to Z or Size, and a search shows best matches first. In your console, All files is always newest first. Set the order inside a folder.
I published and emailed, but nobody got it.
See the checks in Publish files and email your members. The Recent emails to members list at the bottom of Resources says why one was not sent.
The counts look too low.
Your own team's downloads, views and opens are not counted, and views are counted apart from downloads. See Resources: limits, storage and counts.