Troubleshooting File Upload Issues in Salesforce

Troubleshooting Steps

Before reporting file upload issues to Salesforce Support, follow these troubleshooting steps to help Salesforce support understand the issue better:

1. Isolate the problem from custom code

1. Verify whether there was a recent change to custom code (Apex, Triggers, Flows, LWCs etc) that might affect file uploads

2. Check if any Apex triggers exist on ContentDocument, ContentVersion, and ContentDocumentLink entities

   1. If triggers exist, temporarily disable them to test if the issue persists

   2. If disabling triggers resolves the issue, review trigger logic for permission and sharing rule conflicts

3. Test with minimal custom code to isolate platform malfunctions

2. Review recent changes to configurations

1. Check if any recent deployments, configuration changes, or Salesforce releases coincide with the issue onset

2. Verify that any managed packages or third-party integrations haven't introduced conflicts

3. In case Experience Sites, review recent changes to Experience Site configurations or custom components

3. Test user access

1. Test with different user profiles to determine if the issue is profile-specific

2. Verify that users have access to the records with which files are being shared

3. Ensure that any custom sharing logic doesn't conflict with standard Salesforce file sharing mechanisms

4. Check that any custom field references in file upload components are accessible to the uploading user

4. Test in Different Environments

1. Test file upload functionality in different environments to isolate org-specific configurations

2. Test file upload functionality for users with different geographies to rule out geographic restrictions.

5. In case of unauthenticated Experience Builder Site users

1. Confirm that the "Allow site guest users to upload files" setting is enabled in Setup -> Salesforce Files -> General Settings

2. For unauthenticated (guest) users, ensure the Experience Site has "Public Access" enabled

3. Verify that users have appropriate permissions on the entities to which they are uploading files to, e.g. Cases

6. In case of uploads to Libraries

1. Verify whether users uploading files are member of the Library (ContentWorkspace)

2. Verify that users uploading files have appropriate access to the target Library or Folder. Users should have at least “Author” access to the Library to be able to upload a file. 

Contact Salesforce Support

Should the issue persist, please contact Salesforce Support with details of your troubleshooting steps above. It would be helpful if you can also provide below details, 

1. Apex debug logs for users experiencing the issue

2. Browser network logs (HAR files) during failed upload attempts

3. Specific error messages and internal server error Id details