Introduction
This guide explains the most common reasons images may not load properly in the CMS and how to fix them. Use the steps below to check file format, image size, permissions, and placement so your content displays correctly.
Issue description
Images may fail to load or display incorrectly in the CMS because the file format is not supported, the image exceeds size or dimension limits, the user does not have the correct role or permissions, or the image has been placed in the wrong slot with an incorrect crop ratio.
Signs
The image does not appear in the CMS preview.
The image loads as a broken file or placeholder.
The image appears cropped, stretched, or misaligned.
The upload fails or the image is rejected.
The image is visible to some users but not others.
Basic troubleshooting steps
Checklist:
Confirm the image is in a supported format: jpeg, jpg, png, or webp.
Check that the file meets the CMS size and dimension requirements.
Verify that the user uploading the image has the correct role and permissions.
Make sure the image is placed in the correct slot or content area.
Confirm the crop ratio matches the required layout.
Advanced troubleshooting steps
Step 1: Re-upload the image
If the image still does not load correctly, remove the existing file and upload it again. This can resolve issues caused by a corrupted upload or an incomplete transfer.
Step 2: Check placement and crop settings
Review the image slot, crop ratio, and layout settings in the CMS. If the image is in the wrong location or the crop ratio does not match the template, adjust the placement and try again.
Step 3: Verify permissions and access
Confirm that the account used to upload or manage the image has the required role. If permissions are restricted, ask an administrator to review access settings.
Step 4: Review file requirements
If the image continues to fail, check whether the file exceeds the CMS limits for file size or dimensions. Resize or optimize the image if needed, then upload it again.
Contact support
If the issue persists after completing the steps above, contact support for further assistance. Include the image file type, size, dimensions, the role used to upload it, and any error messages you received.
Additional resources
For related help, review any CMS documentation about supported file formats, image size limits, upload permissions, and content slot requirements.
Conclusion
Most image loading issues in the CMS can be resolved by confirming the file format, checking size and dimension limits, verifying permissions, and making sure the image is placed correctly. If none of these steps solve the problem, support can help investigate further.