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Clicking on photos in "Collections" returns an error message

Last updated: August 29th 2026 · Status: Validated · Article ID: 3919871

💻 Environment/Context

  • Collections
  • Media library
  • Photos
  • Media
  • Account type permissions

 

In order for you to be able to open media assets, the Media library > Can view page permission should be enabled on your account.

If you're unable to follow any of the steps below, kindly reach out to your admin or refer to the Account Type Permissions Overview article for more information.

 

 

 

❓ Issue/Question

  • I currently cannot see anything on the Home tab and clicking on photos in Collections returns an error message.
  • Why can't some users see any content on the Home tab, and why do they get an error when trying to open photos from Collections?

 

👌 Resolution/Answer

For non-admin users:

  • Contact your platform admin
  • Ask them to verify your account type has Media Library > Can view page permission enabled
  • If you don't have their contact info, our Support team can help you connect
  • Once re-enabled, your Home tab and media should load within a few minutes
  • Refresh the page if changes don't appear immediately

For admin users:

  • Go to Configure > Users > Account types
  • Select the affected account type and click Edit
  • Go to the Permissions tab
  • Verify that Media Library > Can view page is toggled ON
  • If disabled, toggle it ON and save
  • Affected users should see content within a few minutes (may need to refresh)

 

🥚 Cause

  • The Media Library > Can view page permission is disabled for the account type. Without this permission, users cannot view media on the Home tab or open individual media items. Clicking on individual media items in Collections or the Media Library triggers an error instead of opening them.

 

🔖 Notes