Unable to Change SharePoint Page Thumbnail in Properties Page details Pane

Question

We’re currently experiencing an issue when attempting to change the page thumbnail via the Properties Page details pane in SharePoint. When we click “Change thumbnail,” nothing happens. It seems like the interface to select a new image is trying to load, but the action never completes.

This issue started on or around Monday, February 2nd, 2026.

We’ve confirmed that there are no popup blockers enabled. Has anyone encountered this before or have any suggestions to resolve it?

Answer 1

Hi @Beth,

Thank you for reaching out to the Microsoft Q&A forum. I understand how inconvenient it is when essential SharePoint features suddenly stop working, especially when you need to update page metadata.

The behavior you described clicking Change thumbnail in the Page details pane and nothing loading generally indicates a client‑side script issue in SharePoint Online. 

You can try a few steps below to see  if it helps narrow down your issue:

1. Test in a different browser or InPrivate/Incognito mode: This helps rule out cached scripts, extensions, or browser profile issues.
2. Clear browser cache: SharePoint relies heavily on cached site scripts. A stale version can block UI elements from loading.
3. Try editing from a different device or network: This helps confirm whether the issue is environment‑specific.
4. Test using the classic Site Pages library Go to Site Pages > select the page > open the Properties pane > try updating the thumbnail there. If this works, the issue may be isolated to the modern Page details panel.
5. Contact Microsoft Support:

If none of the above helps, there may be little more you can resolve on your own as an end user. Given the nature of the problem, the most effective next step is reaching out to your IT admin and ask them to use their admin credentials to submit a support request through the Microsoft 365 Admin Center. This route ensures that a Microsoft support engineer can initiate a remote session to investigate backend configurations, run advanced diagnostic tools, and, if necessary, escalate the case to specialized teams with access to internal systems and logs. These backend resources are essential for resolving issues that go beyond what’s visible in the user interface.

As community moderators, we’re here to guide you, but due to privacy and security limitations, we don’t have access to the backend tools required for a full resolution. For this reason, contacting Microsoft Support via the Admin Center is the most secure and efficient way forward.

 

I sincerely recommend your IT admin to create a support ticket from Microsoft 365 Admin Center > Support > Help & Support.  

 

Microsoft also provides customer service phone numbers based on your region. You can find the appropriate contact number here: Customer service phone numbers - Microsoft Support 

 

I hope this helps you resolve the issue quickly. I’m glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

Thank you for your kindness and contributions to the forum.