Troubleshooting

The component is missing

• Confirm that Better Files is installed in this org under Setup → Installed Packages.
• Open the correct Lightning record page in App Builder and confirm that it contains your chosen component: Better Files or Better Files React.
• If React is not listed in App Builder, check that the installed package version includes it.
• Check that the page is activated and assigned to the user’s app, profile, and record type.
• Review any component visibility rules configured on the page.

See installation for the complete setup sequence.

Files do not load

Confirm that the user has Better Files and, when using React, Better Files React as well. Check access to the parent record and its files. If an administrator can see a file but another user cannot, check file sharing and record access for the affected user.

If an error appears, keep the exact message when contacting support.

The React component does not open

1. Confirm that both required permission sets are assigned.
2. Check whether the user can open Better Files from the App Launcher.
3. Have an administrator verify that the installed application bundle is active, especially after an upgrade.
4. Refresh the record page after correcting access or activation.

The component discovers the installed app URL automatically. Editing a legacy React App URL field will not fix discovery or access errors.

If the browser reports that the embedded application is blocked by Content Security Policy, have an administrator review the blocked Salesforce application origin in Trusted URLs for frame access. This is only relevant to an actual policy-blocking error; it does not grant application or file access.

A file is missing from the list

• Open View All; the record-page card only displays a limited number of files.
• Clear the search and select All files in the file-type filter, if available.
• Check whether Minimum file size (KB) excludes the file.
• Use Get More Records in the original component or Load more in React if there are additional results.
• Confirm that the file is linked to the record and accessible to the user.

Salesforce Notes are excluded from the file list.

Email attachments are missing

Enable Show Email Message Attachments in the original component or Include email attachments in React. Confirm that the email is related to this record and that the user can access the files linked to the email.

See email attachment configuration.

An upload fails

Check the extension against the component’s accepted-formats setting and confirm that multiple uploads are enabled if selecting several files. Also review the error from Salesforce and your org’s file upload restrictions and storage availability.

For React, check the message beside each failed file in the upload dialog. Files must be non-empty and no larger than 100 MB each, or the org’s lower limit. Adding an unsupported extension to App Builder does not enable it in the upload service. Closing the dialog does not cancel uploads.

If the upload action is not visible in a narrow page region, check the component’s overflow menu.

Delete is denied

Being able to view or download a file does not necessarily grant permission to delete it. Ask your Salesforce administrator to check the affected user’s access to the selected files.

Review the selected files before retrying: Delete removes the file itself, including access through other records sharing that file.

A setting has no effect

Settings labeled Deprecated in App Builder do not control the View All columns. Configure those columns through File Related List Config in Custom Metadata. Some settings are available only in newer package versions.

Get help

Contact 1Sync with the installed package version, the component you are using, the steps to reproduce the issue, and the exact error message. Include whether the issue affects all users or only specific users.