DocumentationExperience Cloud KCS

Brand Portal users cannot see asset folders or published assets

Last update: July 7, 2026

Brand Portal users can successfully sign in but see empty Files or Collections views even though assets have been published. This issue typically occurs when folders are not shared with the appropriate users, groups, or product profiles, when Public Folder Publish is disabled, or when permissions and user synchronization are not configured correctly. Verify folder sharing, publishing settings, permissions, and synchronization to restore asset visibility.

Description description

Environment

  • Adobe Experience Manager (AEM) Brand Portal
  • Adobe Experience Manager as a Cloud Service

Issue/Symptoms

  • Files or Collections views appear empty after sign-in.
  • Published folders do not appear for non-admin users.
  • Guest users cannot view public assets.
  • Collections appear but do not contain any assets.
  • Only Brand Portal administrators can see folders and content.

Cause

Asset visibility fails when folder sharing is missing, Public Folder Publish is disabled, permissions inherit incorrectly from parent or root folders, or synchronization between Admin Console and Brand Portal is incomplete.

Resolution resolution

Follow these steps to resolve the issue

  1. Sign in to Brand Portal and verify whether the expected folders or collections are visible.
  2. Review folder sharing settings and add the required users, groups, or product profiles if they are missing.
  3. Verify that Public Folder Publish is enabled when public access is required.
  4. Review parent and root folder permissions and correct any inheritance issues.
  5. Confirm that the affected account exists in Brand Portal and has synchronized successfully from Admin Console.
  6. Remove and re-add the associated product profile, then allow synchronization to complete and verify visibility again.
  7. For guest access scenarios, verify that Guest Access is enabled and the folder is configured as public.
  8. Retest asset visibility after the configuration changes. If the issue persists, collect folder sharing, permission, publishing, and synchronization details before contacting Adobe Support.
recommendation-more-help
experience-cloud-kcs-help-kbarticles