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Error 'We couldn't upload the selected file' when attaching a file while using the Case Comments Publisher component in Experience Cloud Site

Veröffentlichungsdatum: Jun 3, 2025
Beschreibung

When the "Can Attach Files" option is enabled for the standard Case Comments Publisher component and it's applied to the Experience Cloud Sites' Case Detail page, users receive an error upon attempting to upload a file or attachment:
 

We couldn't upload the selected file.


However, the case comment is successfully added but no file or attachment is added to the case along with the comment.
 
Lösung

This error is presented when any feature or functionality blocks the file upload attempt. If internal users are also seeing this error in the Experience Cloud Site, try to have the user upload a file to the same case record internally from within the org to see if a more detailed error message is present.


For example, if you're testing this functionality in a Developer org or sandbox, it may be possible the environment's File Storage has been exceeded and currently blocking upload of Files. Attempting to attach a file to the same case internally may provide a more detailed error: "Your organization is using all its file storage, so you can't add new files. Contact your administrator and ask them to purchase more storage."
 

If this issue is only occurring for external or Experience Cloud Site users, it's not possible to try uploading a File to the Case internally in the org for a more detailed error message.
 


The only standard permission requirement to attach a file while using the Case Comments Publisher is for the user to have edit access to the corresponding case record.


Administrators should carefully review setup for Limit Files in Your Community or the overall org's Configure File Upload and Download Security Settings to see if these setting may be blocking file or attachment uploads.



Check to ensure the user has appropriate access to edit the case record:

   

If the external Experience Cloud Site user has appropriate edit access to the case object and record Set Up Debug Logging for the Experience Cloud Site user, replicate the issue, then review the resulting logs to see if customizations such as content triggers for example, may be blocking the file upload process.


Note: The Case Comments Publisher only has the ability to upload selected files as Attachment records and not Files regardless of whether Files are uploaded as Salesforce Files and not as Attachments may be enabled.
 
Nummer des Knowledge-Artikels

000380121

 
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Salesforce Help | Article