Internal Communications | Troubleshooting

Blank screen when downloading a document from an internal communication

If a blank screen displays when trying to download a document from an internal communications, review the links.

The move to Enhanced Domains can cause issues with existing links.

  1. Select Set up > My Domain – has not been deployed yet.

  2. Copy URL to new page

If you still receive the same result, it could be a browser issue. Clear your browsing data and try again or, use a different browser.

Attached files are downloading rather than opening in a new browser tab

Follow the instructions in the Salesforce support's video on Youtube: Salesforce Experience: How to Configure File Upload and Download Settings. See also File download behavior.

Video does not play in mobile

YouTube as a Tile or Detail type does not work with Mobile. Either uncheck Show in mobile or use Video as the Tile or Detail type.

Blank screen when accessing a WX service with numerous internal communications

The recommendation currently is a maximum of 18 to 20 internal communications processes in a single service. If more are required, try splitting the service into two to reduce the number of internal communications.

If the WX service contains a summary process, deactivate it and reload WX. If this resolves the issue, there is most likely something wrong in the SOQL code for the summary process.

Check all internal communications used in WX services have a valid name and are not showing a record id. If the record id is the name of the internal communication, it could cause this error.

"Level down filter must be with team member audience definition" error

Check the audience definition for the internal communication. If you select a Team Member, then you must enter a value in the Level Down field. For more information see Creating a new Internal Communication.

A team member cannot see an internal communication in WX

If a team member cannot see an internal communication in WX that they should be able to see, check the following: 

  • The Show To Team Member checkbox is selected in the Visibility Options.

  • All the audience definition settings:

    • If using Team Member and Level Down, check if the team member unable to see the internal communication is within the levels defined.

    • If using Exclude Team Member, check if the team member is excluded through the selected team members and levels down.

    • If the internal communication is targeted to managers, a team member who does not have direct reports cannot see it.

    • If the internal communication is targeted to a policy, check the team member is associated with the policy.

    • If the internal communication is targeted to a policy group, check the team member is associated with a policy with this policy group.

    • If the internal communication is targeted to a group, check the team member is a member of the group. For more information about groups, see Setting up groups in the HR Manager portal.

    • If the internal communication is targeted to a group type, check the team member is a member of a group with that group type. For more information about group types see Adding a group type.

    • If you use the options related to Employment Start Date or Employment End Date, check the team member's start or end date is within the defined range.

  • Are multiple different options selected in the Audience Definition section? 

    Any fields you complete in the Audience Definition section are treated as AND conditions, not as OR conditions. For example, if you select the audience as both a Policy and a Group, only team members who are associated with the policy and members of the group can see the internal communication. If a team member is only associated with the policy but not a member of the group, they do not see the internal communication.

  • The WX process hosting the internal communication:

    • Check the process is active.

    • If using the Start and End Dates for the WX process hosting the internal communication, check the Start Date is not in the future or the End Date in the past if you expect the internal communication to display today.

  • If you are using an internal communication multi filters to select the audience, check the team member meets each of the filtering criteria in the multi filter. Multi filter selections show as selected options in the Audience Definition section.

"Image filenames must be different" error when attempting to save an internal communication

When you create an internal communication, the file names of images used on the tile and in the details section must be different. If the file names match, you cannot save the internal communication. If you get this error, change one of the file names so they no longer match.