Engagement Pages Troubleshooting
This article is a symptom-by-symptom guide for problems most likely to arise when configuring or running Engagement Pages. Each entry lists the symptom, the most common cause, and the resolution. For setup and configuration steps, see About the Engagement Pages Module.
Visibility and Access
| Symptom | Cause | Resolution |
|---|
| End user gets a 404 at /pages/<Path>. | The user is not covered by any sharing entry on the page, or the Path is misspelled. | Open the page in Setup > Create > Engagement Pages, click the kebab menu, and select Share. Confirm the user's Role, Group, or User record is included. Verify the URL Path matches the page. |
| Page is visible to the wrong audience. | A Role or Group on the sharing list covers users you didn't intend. | Audit the sharing list. Replace broad Role grants with Group grants where the audience is narrower than a Role. |
| Non-administrator can't edit a page they expected to manage. | Their sharing entry is at View level, not Manage. | Update their entry to Manage. Only User-level entries can grant Manage access. |
| Sharing changes don't take effect immediately. | Browser tab still rendering the cached version of the page. | Reload the page. If still not reflected, have the affected user log out and back in. |
Hero and Banner
| Symptom | Cause | Resolution |
|---|
| Banner image looks wrong - cropped, stretched, or low quality. | Image is not the preferred 1920x400 aspect ratio. | Replace the image with one sized 1920x400 pixels. The system does not resize for you. |
| Banner heading or message text is unreadable on top of the image. | Text Color hex value has insufficient contrast against the image. | Pick a Text Color that contrasts the image (light text on dark images, dark text on light images), or replace the image with one that has clear contrast in the heading area. |
| Custom banner button URL silently changes after save. | URL was saved without a protocol and without a leading slash, so the system prefixed https://. | Use a fully qualified URL (https://...) for external destinations, or a path beginning with / for portal destinations. |
| Custom banner button label is truncated. | Label exceeds the 30-character maximum. | Shorten the label to 30 characters or less. |
| New Ticket banner button doesn't open the New Case form directly. | Ticket Deflection is enabled and configured to display deflection results before allowing case creation. | Expected behavior. To bypass deflection, change Ticket Deflection settings, not the banner. See Configuring AI Search and Ticket Deflection. |
| Carousel dropdown is empty when Hero Type = Carousel. | No Carousel records have at least one Carousel Slide. The picker only shows Carousels with one or more slides. | Add a Slide to the Carousel record, then re-open the page editor. |
Search Box in the Banner (v2026.2.0)
| Symptom | Cause | Resolution |
|---|
| Banner Content Type doesn't show a Search Box option. | Portal is on a build older than v2026.2.0. | Confirm portal version. Search Box was added in v2026.2.0. |
| Search Mode = Global Search but the search input does nothing or returns no results. | Global Search is not enabled portal-wide. | Enable Global Search in the search configuration before relying on it from a banner. The hero search uses the same engine as portal-wide Global Search. |
| Search Mode = Deflection Search returns nothing. | AI Ticket Deflection is not configured, or no Articles are tagged for deflection. | Configure AI Ticket Deflection. See Configuring AI Search and Ticket Deflection. |
| Placeholder text doesn't change when the user's language changes. | Search Placeholder is hard-coded text instead of a custom label. | Replace the literal text with a custom label so it follows the user's language. See Custom Labels. |
Widgets - General
| Symptom | Cause | Resolution |
|---|
| A widget is missing from the picker. | Portal doesn't meet the widget's edition, product, or license gate; or the widget is not valid for the column (sidebar-only widget in main column, or vice versa). | Check the requirement column in About the Engagement Pages Module. Confirm the portal's edition and product with your account contact. |
| A widget shows for the administrator but is empty for end users. | The user's permissions don't allow them to see any of the underlying records (Articles, Documents, Courses, Events, etc.). | Expected behavior. Widget content respects module permissions. Verify sharing on the underlying entity or module, not on the page. |
| Widgets render in a different order than expected. | Widget order in the editor wasn't saved, or another administrator reordered it. | Drag widgets to the correct order, then click Save in the page editor. |
| Widget changes don't appear at runtime. | Page was edited but not saved. | Click Save in the page editor. Engagement Pages do not autosave. |
Entity Data Tables Widget
| Symptom | Cause | Resolution |
|---|
| Save fails with "The Name field must be the first column if selected." | Validation rule. | Move the Name field to the top of the Selected Columns list, or remove it if a Name column isn't needed. |
| Page-level time range filter doesn't affect the grid. | The widget's Date Field for Time Range Filter is not set. Grids without a date field are excluded from the page-level time range. | Open the widget settings and pick a date or datetime field on the entity. |
| Filter Logic field is rejected on save. | Logic references a filter row number that doesn't exist, or has unbalanced parentheses. | Make sure each number in the Filter Logic corresponds to a row in the filter table, and the parentheses balance. Leave Filter Logic blank to use AND between all filters. |
| End user sees no records in the grid. | Filters exclude all records the user can access, or the user's permissions filter the entity to zero rows. | Test as the affected user. If filters are correct, check the user's sharing on the entity itself. |
Entity Summary Tiles Widget
| Symptom | Cause | Resolution |
|---|
| Aggregate Function options other than Count require a field but don't accept the field I want. | Field type is not numeric, currency, percent, date, or datetime. | Pick a field of an accepted type, or change the Aggregate Function to Count. |
| Tile shows zero or blank for users who should have data. | Filters exclude all records the user can access, or sharing on the entity hides the records from that user. | Verify the filters as that user. Check entity-level sharing. |
| Heading or Description doesn't translate. | Plain text was used instead of a custom label. | Replace the literal text with a custom label so the user's language applies. |
License-Gated Widgets
| Symptom | Cause | Resolution |
|---|
| Active Page widget is missing. | Edition is not Elite, Advanced, or Unlimited. | Upgrade edition or skip the widget. |
| Deal Inbox, Reward Leaderboard, or Reward Summary widgets are missing. | Portal doesn't have the Partner Community product (Reward widgets also require a specific edition). | Confirm with your account contact whether Partner Community and the required edition are licensed. |
| Journey widget is missing. | Journey Builder license isn't enabled. | Enable the Journey Builder license, then refresh the page editor. |
URLs and Navigation
| Symptom | Cause | Resolution |
|---|
| Page Path can't be saved - "Path already exists" or rejected for special characters. | Another Engagement Page or system route owns the Path, or the Path contains characters other than letters, numbers, and hyphens. | Choose a unique Path using only lowercase letters, numbers, and hyphens. |
| Old links to the page stopped working. | The page's Path was renamed. | Restore the original Path if links are external. For internal links, update the menu items, banner buttons, and Active Pages that reference the page. |
| Page is created but no users can find it. | The page isn't linked from a navigation menu and isn't set as a landing page. | Add a Link Menu Item that points at /pages/<Path>. See Managing Menu Items. |
Performance
| Symptom | Cause | Resolution |
|---|
| Page is slow to render. | Too many widgets on a single page, especially Entity Data Tables and Entity Summary Tiles each making their own queries. | Reduce the number of widgets, or split the page across two Engagement Pages linked from a navigation menu. |
| Entity Data Tables grid is slow. | Pagination disabled on a large entity, or filters not narrow enough. | Enable pagination, set the page size to 10, and add filters that narrow the result set. |
Where to Go Next
<< Configuring Engagement Pages