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CMS Managed Content is not loading in Experience Cloud site portal

Veröffentlichungsdatum: Jul 9, 2026
Beschreibung

This article explains how to resolve a 404 Not Found error that occurs when Salesforce Content Management System (CMS) videos stop loading in an Experience Cloud site portal. A 404 Not Found error means the browser cannot locate the resource at the specified URL. The issue occurs when CMS videos still use a legacy delivery URL format that does not include the Experience Site path prefix, despite no changes on the customer side.

The problem affects CMS video records in both Sandbox and Production environments. The legacy URL format omits the Experience Site name from the path, causing CMS media delivery URLs to fail to resolve. Updating affected CMS video URLs to the current site-scoped format that includes the Experience Site name as the first path segment resolves the error.

Lösung

1. Review the CMS video URL configuration in the relevant ContentManagement metadata records and verify whether the affected videos are still using the legacy CMS delivery URL format:

/cms/delivery/media/<ContentId>?channelId=<ChannelId>&oid=<OrgId>

2. Update each affected CMS video URL to the expected site-scoped format by:

Including the Experience Site path prefix. The updated URL should follow the format:

/<ExperienceSiteName>/cms/delivery/media/<ContentId>?channelId=<ChannelId>

3. Save the updated configuration and republish the changes if required by your Experience Cloud implementation.

4. Retest the affected videos from the Experience Site by:

  • Opening the page containing the CMS video.
  • Verifying that the media loads successfully without returning a 404 (Not Found) error.
  • Confirming that the video plays as expected across supported browsers and devices.

5. Once the validation is successful, update the remaining CMS video records to use the same site-scoped URL format to ensure consistent behaviour throughout the Experience Site.

Nummer des Knowledge-Artikels

005388174

 
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Salesforce Help | Article