Why can't I upload media to my products page?

Shopify Discussion
1

Media feature not available in Products
Media feature not available in Products1688Ă—890 64.3 KB

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

2

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!

3

I was able to resolve the issue. There was an update on the theme that
addressed the issue. Thank you for responding!

4

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,

5

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.
  7. Note: A new window will open.
  8. Click the Install Theme Updater App button.
  9. Note: A new window will open.
  10. Enter the “myshopify” domain of your store in the*
    shop-name-myshopify.com * field.
  11. Click the Install button.
  12. Note: Follow the prompts thereafter. I can’t do this since I’ve
    already done it.
  13. Go back to the Shopify store’s Admin page.
  14. Click the* Online Store > Themes* option in the Sales Channels
    section.
  15. Locate the new theme in the* Theme library* section (should have the
    latest date in parentheses).
  16. Click the Customize button to make changes to the new theme.
  17. 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.
  18. Return to Admin > Online Store > Themes option > Theme library
    when the newer theme is updated.
  19. Click the Actions drop-down of the newer theme.
  20. 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.

1 Like
6

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,