What's happening
Your collection gallery isn't loading for you or your clients. Images may appear as broken thumbnails, the gallery page shows a blank screen, or the gallery is extremely slow to load.
Common causes
- Image files are too large and timing out during load
- Uploaded files are in an unsupported format
- Browser cache is displaying an outdated version of the gallery
- The collection link has expired or access settings have changed
- Too many high-resolution images loaded at once without optimization
How to fix it
1. Check file sizes and optimize
Large image files can cause galleries to load slowly or time out. For best performance, individual images should be under 15 MB each. If you've uploaded RAW files or uncompressed TIFFs, consider uploading optimized JPEGs or PNGs instead. creavio processes and optimizes uploads, but extremely large source files may cause issues during initial processing.
2. Verify file formats
creavio supports JPEG, PNG, WebP, and HEIC image formats. If you've uploaded files in unsupported formats (like BMP, TIFF, or PSD), they won't display in the gallery. Re-export your images in a supported format and re-upload them.
3. Clear your browser cache
If you recently made changes to a gallery, your browser may be showing a cached version. Try these steps:
- Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) to hard refresh
- Open the gallery in an incognito/private window to bypass cache entirely
- Clear your browser cache through your browser settings
4. Check collection access settings
Go to Collections & Galleries in your dashboard and open the collection. Verify that the collection is set to Published and that the sharing link is active. If you've changed password protection or access settings recently, the old link may no longer work — share the updated link with your client.
5. Test in a different browser
If the gallery loads in one browser but not another, the issue is browser-specific. Try loading the gallery in Chrome, Safari, Firefox, or Edge. Ensure your browser is updated to the latest version, as older browsers may have compatibility issues with modern gallery features.
Still not working?
If your gallery still won't load after trying these steps, contact creavio support with the collection name and a screenshot of the issue. Include which browser and device you're using so we can reproduce the problem.