Unable to upload Media in Products

CSD_Owner
Tourist
3 0 1

Media feature not available in ProductsMedia feature not available in Products

https://www.screencast.com/t/XbytWGYbRG

Please help! The Media feature of the Products page is NOT WORKING! Watch video to see the issue I am experiencing.

https://crystal-sea-delites.myshopify.com

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Rae
Shopify Staff
Shopify Staff
726 39 225

Hi, @CSD_Owner

This is Rae from Shopify.

Thanks for posting this information and sharing more details about the issue you're encountering. Based on the screen recording you provided, it's possible this is a local issue that can be fixed with some simple troubleshooting steps. 

With this in mind, which browser are you using when this happens on your end? I recommend using Chrome, or another supported browser, when accessing your Shopify admin as this may help resolve things. However, if you're already using a supported browser, clearing your browser cache or using Chrome Incognito mode are both great steps to try out. 

Have you also had a chance to try using a mobile device to edit your products and add images? If not, please test this out on both a web browser, and via the Shopify mobile app, on your mobile device and keep me posted on if this same issue occurs. 

I look forward to hearing back from you with an update on how this all goes! 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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CSD_Owner
Tourist
3 0 1
I was able to resolve the issue. There was an update on the theme that
addressed the issue. Thank you for responding!
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Rae
Shopify Staff
Shopify Staff
726 39 225

Hi, @CSD_Owner

Thanks for following up. I'm glad to hear you were able to resolve this! 

Do you mind sharing some more details on the steps you took to update your theme and reach a resolution? For instance, did you follow this process?

This information will help other merchants who may be experiencing the same issue, so any extra details you can share would be greatly appreciated. 

Cheers, 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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CSD_Owner
Tourist
3 0 1
Sure! I purchased my theme from the Shopify store which Pixel Union is the
provider of my specific theme.

1. Go to *https://support.pixelunion.net/hc/en-us
*.
2. Select the *Shopify Themes* tab (should be the default tab).
3. Select the purchased theme.
4. Click the *View release notes* link located at the top of the page to
find out what's new in the latest version of that theme.
5. Locate the *Theme Updater App*.
6. Click the* blue *button.
1. *Note*: A new window will open.
7. Click the *Install Theme Updater App* button.
1. *Note*: A new window will open.
8. Enter the “myshopify” domain of your store in the*
shop-name-myshopify.com * field.
9. Click the *Install* button.
1. *Note*: Follow the prompts thereafter. I can't do this since I've
already done it.
10. Go back to the Shopify store's *Admin* page.
11. Click the* Online Store > Themes* option in the *Sales Channels*
section.
12. Locate the new theme in the* Theme library* section (should have the
latest date in parentheses).
13. Click the *Customize* button to make changes to the new theme.
1. *Note*: I advise to have both themes opened to make comparisons
because whatever customizations that were initially made in the
first theme
will not display in the new theme.
14. Return to *Admin > Online Store > Themes option > Theme library*
when the newer theme is updated.
15. Click the *Actions* drop-down of the newer theme.
16. Select *Preview* to confirm your changes, and then select the
*Publish* option once you're ready to commit the new changes.

I apologize for not including screenshots, I was doing this in a flash
because I am still working.

Rae
Shopify Staff
Shopify Staff
726 39 225

Hi, @CSD_Owner

Awesome! I really appreciate you sharing these steps. 

Hopefully this information will help other merchants reach a resolution if they're also facing the same issue. 

Thanks again, 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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