Fix SharePoint Countdown Timer Background Disappearing Issue
Question details
The user is trying to apply a custom background image to a SharePoint Online Countdown Timer web part via web search or upload, but the image fails to save permanently.
- Product
- SharePoint Online
- Device & OS
- not provided
- Scenario
- Customizing a Countdown Timer web part on a SharePoint communication site with a custom background.
- Observed behavior
- The custom background image disappears when the page is refreshed, even though stock images and document library images continue to display correctly.
Verify that your custom image meets SharePoint's supported file types and size limits, and ensure you have full edit permissions for the communication site page.
Test SharePoint in Incognito or InPrivate Mode
Use a private browsing window to rule out browser cache issues or conflicts with third-party extensions.
Browser cache or conflicting browser extensions can sometimes prevent SharePoint web part settings from saving correctly. Testing in a private window provides a clean session to verify if the issue is browser-related or a backend service problem.
Launch your web browser and press Ctrl + Shift + N (Chrome/Edge) to open an Incognito or InPrivate window.
Navigate to your SharePoint communication site and log in with your Microsoft 365 admin or editor credentials.
Edit the Countdown Timer web part, upload your custom background image again, and publish the page.
Refresh the web page to see if the custom image remains visible. If it still disappears, the issue might be a service-side bug.
Use the Document Library as a Workaround
Upload the image to your SharePoint document library first, as images sourced from the library are not affected by this bug.
Collect HAR Logs and Contact Microsoft Support
If the problem is confirmed to be a backend SharePoint issue, collect network logs and submit a support ticket so the development team can investigate.
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Frequently Asked Questions
Why do images from the Document Library work but direct uploads disappear?
Direct uploads and web search images are processed through a temporary caching stream in SharePoint's backend. A synchronization bug can cause these temporary files to drop on page refresh, whereas files stored permanently in the Document Library have stable URLs that the web part can reliably reference.
Will clearing my browser cache fix the SharePoint Countdown Timer bug?
While clearing the browser cache can resolve local display issues, if the image fails to save on SharePoint's servers, clearing your cache will not fix it. Testing in an Incognito window first is the best way to determine if the issue is local or server-side.
What is a HAR log and why does Microsoft Support need it?
A HAR (HTTP Archive) log records all network interactions between your browser and the SharePoint servers. Microsoft Support uses this file to identify exactly where the upload request is failing or timing out on their backend.
