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Experience Cloud: Guest User Unable to View Asset Library Files Due to Folderization Restriction

Julkaisupäivä: Jun 3, 2026
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In Salesforce Experience Cloud, the Asset Library is used to expose files to guest users on Experience sites. However, guest users may encounter the error "Can't load the list view" when attempting to access the Asset Library, even when all of the following prerequisites are correctly configured:

  • The Asset Library is shared with the Site Guest User profile.
  • The option "Let guest users view asset files, library files, and CMS content available to the site" is enabled under All Sites > Workspaces > Administration > Preferences.
  • The guest user profile has the "Access Libraries" permission enabled.

This issue occurs specifically when the Asset Library has been folderized at any point in time — that is, when a folder has been created within the library.
Example Scenario: A site administrator sets up an Asset Library to share product images with unauthenticated (guest) visitors. They later create a folder inside the library to organize the files. After this, guest users can no longer access any files in the library and see the "Can't load the list view" error.

Ratkaisu

Why This Error Occurs

Once an Asset Library is folderized (i.e., a folder is created within the library at any point), guest users can no longer access the files in that library. This is because accessing a folderized library requires access to the ContentFolder object, and only users with the "Salesforce CRM Content User" license can access ContentFolder. Guest license users cannot be assigned the "Salesforce CRM Content User" license, so there is no supported path to restore guest access once folderization has occurred.

Important: Even if the folder is created and later deleted, the guest user still cannot access the Asset Library. The changes made during the folderization process are permanent and cannot be reversed.

Recommended Action

This behavior is expected and by design. Salesforce strongly recommends not creating any folders inside an Asset Library if you need that library's files to be accessible to guest users.
If you have already folderized an Asset Library that needs guest access, you must create a new, non-folderized Asset Library and move the required files there.

Steps to Prevent This Issue

  1. Navigate to Setup > Content > Libraries.
  2. Select the Asset Library used for your Experience site.
  3. Do not create any folders within this library.
  4. Share the library directly with the Site Guest User profile.
  5. Ensure the guest user profile has the "Access Libraries" permission.
Knowledge-artikkelin numero

000586885

 
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Salesforce Help | Article