SharePoint Document Issues

How to Fix SharePoint Hero Web Part Images That Do Not Load

Kushani Nimanthika Oct 10, 2026 868 views

Question details

Users need to resolve an issue where SharePoint Hero Web Part images display as gray tiles for regular viewers but load normally for site owners.

How to Fix SharePoint Hero Web Part Images That Do Not Load

Product: Microsoft SharePoint
Device & OS: not provided
Scenario: Viewing a published SharePoint site page configured with a Hero Web Part.
Observed behavior: The Hero Web Part images fail to load automatically and appear as gray tiles for viewers until they click them, while site owners see the images immediately.

Before you start

Ensure you have the necessary permissions (such as site owner or admin rights) to access site page settings and the Microsoft 365 admin center if backend support is required.

Solution 1Recommended

Perform Cross-Browser Testing and Submit a Support Ticket

Verify if the image loading issue is specific to one browser and escalate to Microsoft support for backend log analysis if it persists.

Since this issue selectively affects viewers and may involve backend sync or caching errors, isolating the problem to a specific browser is the first crucial step. If the problem is systemic, Microsoft's backend team needs to investigate.

Test Across Multiple Browsers

Open the affected SharePoint page in different web browsers such as Microsoft Edge, Google Chrome, and Mozilla Firefox. Check if the Hero Web Part images still appear as gray tiles for viewers.

Clear Browser Cache

If the images load correctly in other browsers, the issue is likely local. Clear the cache and cookies in the problematic browser and reload the SharePoint page.

Log in to Microsoft 365 Admin Center

If the issue persists across all browsers, navigate to admin.microsoft.com and log in using an account with Microsoft 365 administrator privileges.

Create a Support Request

Navigate to the 'Support' section and click on 'New service request'. Describe the Hero Web Part image loading issue in detail so the Microsoft support team can collect backend logs and resolve the sync issue.

Perform Cross-Browser Testing and Submit a Support Ticket

Administrator Privileges Required: You must have Microsoft 365 administrator permissions to create a support ticket in the admin center. If you do not have these rights, please contact your IT department.

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Frequently Asked Questions

Why can SharePoint site owners see the Hero Web Part images while viewers cannot?

This is often caused by caching delays, unpublished draft versions of the page, or backend synchronization errors where permissions affect how assets are fetched from the SharePoint content delivery network.

Does image file size affect SharePoint Hero Web Parts?

Yes. Excessively large image files can cause loading delays or failures, particularly for users on slower connections. It is highly recommended to compress images before uploading them to SharePoint.

What should I do if the images load properly in an Incognito window?

If the images load in an Incognito or Private browsing window, the issue is caused by your browser's cached data or an interfering extension. Clearing your browser cache or disabling third-party extensions should resolve the issue for that specific browser.

Document & File Issues