Carousel Troubleshooting

Symptom-by-symptom resolutions for the most common Carousel issues. If your symptom isn't here, double-check the Carousel's slide list, per-slide sharing, the surface that hosts the Carousel, and whether the affected user's language matches the Custom Labels used for headlines and text.

A Slide Doesn't Appear for a Specific User

Symptom: A user reports they don't see a slide that other users see, or the Carousel is empty for them.

Causes and resolutions:

1. Slide sharing excludes the user. Open the slide's sharing dialog and confirm at least one of the following matches the user: their Security Role is listed, a User Group they belong to is listed, or they're listed as a specific user.
2. The user's Role is not in any slide's sharing. If every slide has restricted sharing and none of them include the user's Role, the Carousel renders empty for that user. Add a slide that's shared to a broader audience (or to All Users) to cover them.
3. The user's session is cached. Have the user sign out and back in, then revisit the page.

The Carousel Container Jumps Height as Slides Rotate

Symptom: As the Carousel auto-advances, the layout shifts because each slide has a different height.

Cause: Slide images have inconsistent heights. The Carousel container sizes to whichever slide is currently displayed.

Resolution:

1. Audit each slide's image dimensions. Note the heights.
2. Re-export all slide images at a single height — 400 px is the recommended default with 1920 px width.
3. Re-upload the resized images to replace the originals on each slide.

The Headline Text Is Hard to Read on Some Slides

Symptom: The headline color contrasts poorly with the slide image on one or more slides.

Resolution:

1. Open the affected slide and set Text Color to a color that contrasts with the image. Light text on dark images and vice versa is the typical pattern.
2. If the image has highly varied brightness across the area where the headline sits, consider editing the image to add a subtle gradient overlay before re-uploading.
3. Use Preview from the kebab menu to see the result before saving.

Custom Label Translations Don't Display

Symptom: A slide uses a Custom Label for its headline or text, but users in non-English languages see the English master value instead of the translation.

Causes and resolutions:

1. The language is not active. Confirm the target language is enabled in Configuring Language Settings.
2. The Custom Label has no translation for that language. Open Translation Studio, select the language, filter to Custom Labels, and add the translation.
3. The slide stored literal text, not a Custom Label reference. Open the slide and click the Search icon next to the field to pick a Custom Label, then save.
4. The user's language preference doesn't match. Confirm the user's preferred language on their profile.

Clicking the Slide Doesn't Navigate

Symptom: The user clicks a slide but nothing happens.

Causes and resolutions:

1. Slide URL is empty. Open the slide and set the Slide URL field.
2. CTA Label is set, so only the CTA button is clickable. When CTA Label is populated, the slide image itself is not clickable — only the CTA button is. If you want the whole slide to be clickable, clear the CTA Label.
3. URL is malformed. Verify the URL has a protocol (https:// for external) or a leading slash (/...) for portal-relative paths.

The CTA Button Doesn't Open in the Right Tab

Symptom: Clicking the CTA opens in the current tab when you expected a new tab, or vice versa.

Resolution: Open the slide and set Slide URL Target to the intended behavior (same tab or new tab). The setting applies to both the slide click and the CTA click.

The Embed Code Shows an Empty Carousel in the Active Page

Symptom: An Active Page uses the Embed Code from Get Embed Code, but renders empty for a particular user.

Causes and resolutions:

1. The Carousel has no slides. Add slides on the Carousel detail page.
2. All slides are restricted to audiences that don't include the user. Confirm at least one slide is shared with a Role or User Group the user belongs to.
3. The Active Page is being viewed by an unauthenticated user. Slides that aren't shared with the Guest Role won't appear to unauthenticated visitors.
4. The embed code references a deleted Carousel. If you deleted and recreated the Carousel, the embed code still points to the old ID. Generate a fresh embed code from the new Carousel's detail page.

Slide Order Doesn't Persist After Drag-and-Drop

Symptom: Slides are reordered with drag-and-drop, but reloading the page shows the old order.

Causes and resolutions:

1. The drag release wasn't recognized. Refresh the page and try again, ensuring you release the drag inside the slide list area.
2. Browser cache. Hard-refresh the page (Ctrl+Shift+R or Cmd+Shift+R) to bypass cached state.
3. Network interruption during save. Check the browser's developer-tools network tab when reordering — if the save call fails, the order won't persist.

Slides Rotate Too Fast or Too Slow

Symptom: Users say slides change too quickly to read or stay too long before advancing.

Resolution: From the Carousel detail page, click the kebab menu > Edit Settings and adjust Slide Duration. A typical hero rotation is 6–8 seconds per slide; longer for slides with denser text, shorter for image-only slides.

The Engagement Page Hero Picker Doesn't Include the Carousel

Symptom: You set an Engagement Page's Hero Type to Carousel but the new Carousel isn't in the dropdown.

Causes and resolutions:

1. The Carousel was created after the page was opened. Reload the Engagement Page settings page; the dropdown re-fetches Carousels.
2. The Carousel has no slides. Some implementations exclude empty Carousels from the picker. Add at least one slide.
3. The Carousel is in a deleted or inactive state. Confirm the Carousel appears in Setup > Create > Carousels.

Cannot Delete a Carousel

Symptom: The Delete action returns a warning that the Carousel is in use.

Cause: The Carousel is referenced by one or more surfaces (Engagement Page heroes, Customer Home, or Active Pages with embed codes).

Resolution:

1. Note the surfaces listed in the warning.
2. Open each surface and either change its hero or remove the embed code that references this Carousel.
3. Retry Delete.

<< Creating and Managing Carousels