Troubleshooting

Solutions to common issues when using the Bynder DAM connector in Sitecore Pages.

Bynder Field Issues

BynderDamSingleFile Field Not Showing

Problem: You don't see the Bynder field in your component.

Solutions:

• Verify your template includes the BynderDamSingleFile field or is based on the bd_BynderBaseSingleFile template
• Check that the field type is set to Plugin with the correct Bynder Marketplace App ID
• Refresh your browser page
• Contact your Sitecore administrator to verify the field is configured correctly

"Open app" Button Does Nothing

Problem: Clicking the "Open app" button doesn't open the asset selector.

Solutions:

• Check your browser console for any error messages (F12 to open developer tools)
• Try refreshing the page
• Clear your browser cache and try again
• Ensure pop-ups are not blocked by your browser
• Contact your Sitecore administrator if the issue persists

Connection Issues

Can't Connect to Bynder Portal

Problem: The connection screen appears but clicking "Connect" doesn't work.

Solutions:

• Verify the Bynder portal domain is correct (it should be pre-populated)
• Ensure you have internet connectivity
• Try refreshing the page and connecting again
• Contact your Sitecore administrator to verify the Bynder portal configuration

Login to Bynder Fails

Problem: The login popup appears but you can't log in to your Bynder portal.

Solutions:

• Verify your Bynder username and password are correct
• Ensure your Bynder account has access to the portal
• Check if your account is locked or requires a password reset
• Contact your Bynder administrator if you can't access your account
• Try logging in directly at your Bynder portal URL to verify your credentials work

No Assets Showing in Selector

Problem: The asset selector opens but shows no assets or says "0 assets".

Solutions:

• Verify you have assets in your Bynder portal
• Check that your Bynder account has permission to view assets
• Try searching for a specific asset name to verify search is working
• Ensure assets are not in archived or restricted collections
• Contact your Bynder administrator to verify your account permissions

Asset Selection Issues

Selected Asset Doesn't Save

Problem: You select an asset and click "Add asset" but nothing happens.

Solutions:

• Ensure you clicked the "Add asset" button at the bottom of the modal
• Try selecting the asset again
• Refresh the page and try the selection process again
• Check your browser console for error messages (F12 to open developer tools)
• Contact your Sitecore administrator if the issue persists

Previously Selected Asset Not Displaying

Problem: You saved an asset before but it's not showing in the field anymore.

Solutions:

• Ensure the item was saved after selecting the asset
• Check if someone else edited the item and removed the asset
• Verify the asset still exists in your Bynder portal (it may have been deleted)
• Contact your Sitecore administrator to verify the field value is stored correctly

Asset Preview Not Loading

Problem: You selected an asset but the preview doesn't display in the field.

Solutions:

• The asset data is still saved even if the preview doesn't show
• Refresh the page to see if the preview loads
• Verify the asset still exists in Bynder
• Contact your Sitecore administrator if previews consistently fail to load

Getting Help

If you encounter issues not covered here:

1. Refresh Your Browser - Many issues can be resolved with a simple page refresh
2. Clear Browser Cache - Try clearing your cache and cookies for the site
3. Try a Different Browser - Test if the issue occurs in another browser
4. Check with Colleagues - See if others can reproduce the issue
5. Contact Your Administrator - Reach out to your Sitecore or Bynder administrator with:
   • Detailed description of what you were trying to do
   • Any error messages you see
   • Screenshots of the issue if possible
   • Which browser and version you're using