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Digital Experience Site users are unable to see files attached to an article

Publiceringsdatum: May 30, 2026
Beskrivning


Users may report that Site Users are unable to see Files attached to a Knowledge Article.

Checking to View Where a File Is Shared may show multiple sharing entries for the Article under "Who Can Access" with their Customer Access toggle set to Disabled. 

Make Files on Records Visible to Customers. When knowledge users add files to an article and publish it they can set "Customer Access" for the attached file to enabled.  

The number of sharing entries present for the Article will correspond to the number of major article versions published since the file was initially added.

 

Lösning

To see a File's current sharing:

1. Open any article that has attached file to it
2. Click Related then preview the file
3. Click Share
4. Expand Who Can Access

Cause:

By default, files on records are not visible to customers in Experience Cloud sites (Digital Experience Sites). The Customer Access toggle on a file's sharing detail page controls whether external users (customers) can see the file.

Error: Cannot Remove File Sharing Entries:

 If you attempt to remove file sharing entries for a published Knowledge Article, you will see the error: 'Can't share with Article with related File and new versions because of an error.' This is expected behavior. File sharing entries can only be removed for the latest version of an article when it is in draft status

Resolution Options :

Step 1: Edit the article as draft to update Customer Access.

Step 2 (API): An admin can update the ContentDocumentLink records via API using Data Loader, changing the Visibility field from InternalUsers to AllUsers.


 

Knowledge-artikelnummer

000380258

 
Laddar
Salesforce Help | Article