---
title: "File and media access issues"
slug: "file-and-media-access-issues"
description: "Resolve \"ResourceNotFound\" and \"Authentication Failed\" errors in Document360 by ensuring SAS and API tokens are valid for file access."
updated: 2026-06-01T09:43:56Z
published: 2026-06-01T09:43:56Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# File and media access issues

### Encountering "ResourceNotFound" error while accessing the images, files, or attachments

**Error**: ResourceNotFound

This error occurs when the SAS (Shared Access Signature) token is not appended to the file URL in **private**and **mixed projects**. Document360 appends an SAS token to ensure that only authorized users can access the file.

**Steps to resolve:**

- Ensure the SAS token is appended to the file URL before accessing or sharing the file.
- Try downloading the file again directly from Document360.

![Error message indicating resource not found in XML file format.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1739344746842.png)

---

### Encountering "Authentication Failed" error while accessing images, files, or attachments

**Error:** Authentication Failed

This error occurs when the **API token** has expired in **private**and **mixed projects**. In Document360, the API token is valid for **15 minutes**by default before it expires. The expiry duration can now be configured for API tokens **up to a maximum of 36 hours**. If a file with an expired API token is shared, users will not be able to access it. Possible causes include:

1. **Restricted access to Private projects or content**

Files in private projects or private content within mixed-visibility projects are restricted to users who do not have the necessary permissions.
2. **API Token expiry**
  - Document360 files use **API tokens** appended to their URLs for **temporary access**. Once the token expires, users cannot access the file.
  - Expiry time varies based on file type:
    - **Standard files:** The API token expires **15 minutes**after the link is generated by default. The expiry duration can now be configured for API tokens up to a maximum of**36 hours**.
    - **Video files:** API token expires **after 1 hour**.

> Example API token:
> 
> https://cdn.document360.io/4214231-3333-4222-huafgesu/exp/PaygOps-2024-Oct-29-03-54-19.zip?sv=2023-12-05&spr=https&st=2024-12-02T04%3A22%3A08Z&se=2024-12-02T04%3A52%3A08Z&sr=c&sp=r&sig=BtPheGpDGeLzQWNyv02oxWqWxvn%2FHwef05UCGJ6RsgHU%3D

**Steps to resolve**

- **Refresh the source webpage** and generate a new file link.
- Ensure you share the file within the valid token period to prevent expiration (15 minutes for standard files, 1 hour for video files).
- The API token validity can be increased. To learn more, go to [API tokens](/help/docs/api-tokens#creating-an-api-token-in-document360).
- If you were idle on the page for more than 15 minutes before attempting to download, the token will have expired. Simply reload the page and retry the download.

![Error message indicating authentication failure with details about the request and signature.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Screenshot-Troubleshooting-Authentication%20failed.png)