SlideHub Post-Implementation guide for IT teams

Below is a guide to some of the examples scenarios where users would need help for troubleshooting:

• A user has trouble with login

o If active directory sync has been set up

Check if the user in the Entra/Okta/Google Workplace group. If not, please add the user back and get the user to try logging in again after some time. Users with admin permission in SlideHub can run a manual sync in the library by going to Account Settings > Security > Configure sync > Save & sync now to ensure the sync takes place at once.

o If active directory has not been set up

Check if the user is in the account by going to Users Settings. Depending on the account settings, it might be that only the library manager can see the full list of users in the account. If the user is not in the account, check also if there is any pending invitation by selecting ‘Pending Invitations’ under the User Type filter in User Settings page. Click on ‘re-send’ invitation and get the user to accept the invitation email so that the user can login to the account.

o The user logged in to PowerPoint with a different email address than what is registered in the account

Ask the user to change the Office login email address to the same one as registered in the account and try to login again.

o Other possible reasons: forgotten password, using a login method that is not approved, etc.

Check for a solution in this article: I can’t login to my SlideHub account

• SlideHub add-in disappeared from PowerPoint / Word / Excel / Outlook

o Ask users to reset the ribbon

Detailed guide can be found in this article: Why can't I see the SlideHub icon on PowerPoint anymore?

o Re-deploy the add-in if Office add-in store is blocked from individual access

Re-deploy the add-in from Microsoft 365 Admin Center: refer to the article How to install SlideHub Asset Platform for your organization (Instruction for IT teams) .

•  SlideHub standard icons, flag icons or illustrations do not load

Check if Icons8 is up: https://uptime.com/icons8.com. If Icons 8 is up and the icons and illustrations are still not working, contact our Customer Success Team.

• Unsplash images do not load

Check if Unsplash images is up: https://uptime.com/unsplash.com. If Unplash images is up and the images are still not loading, contact our Customer Success Team.

If users use VPN, some images and icons may experience temporary loading issues in specific areas. Try to ask users to access without VPN and see if icons and images are loaded correctly.

• Thumbnails of the asset in the library won’t load (loading time is excessively long)

It is likely that a network/firewall issue due to security settings. Please whitelist all the relevant domains of SlideHub: (https://slidehub.com/, https://images.unsplash.com, https://img.icons8.com and https://asset.brandfetch.io)  to make sure that the traffic is not blocked.

• Slidehub is down. Access is not possible in general

Check the current service status from the Service status webpage on our website to see if there is any service disruption. Contact Customer Success Team by email or use our chatbot to report any issue and we will get back to you as soon as possible.    

Updated on: 11/03/2025