Not all pictures are visible on Android mobile devices

NicholasB16758
Regular Participant

Not all pictures are visible on Android mobile devices

We're sending out an e-mail with 3 jpgs in addition to the "theme" picture supplied in the CC template. On Android Evo and Epic mobile phones, the theme picture comes through fine, but the other pictures do not. The e-mail client in either phone has no problem displaying HTML e-mail correctly, so we're wondering what to do?
10 REPLIES 10
bsoder
Employee

Hello,

 

While Constant Contact tries to be compatible with as many email clients as possible with our templates, we normally do not have full support for mobile devices.  Many of our templates will look good on mobile phones, but some phones do not have the capability of displaying the HTML email in the same manner that a desktop email client would.

 

We do provide some FAQ's on the subject, which you can find here and here.

 

Also, normally the developer forums are used for API related questions, you may find that it is easier to contact our support team directly by calling 866-289-2101, email them here, or contact them via customer chat.

 

Regards,

Benjamin Soder
NOC Analyst
Constant Contact

Hi Benjamin,

 

As mentioned, the Epic/Evo display HTML e-mail with pictures perfectly, and they display the images from the template perfectly, so why not the embedded images in the body of our  e-mails?  I should have been more specific, namely that HTML with pictures e-mail from other Constant Contact customers comes through perfectly, just not ours. :)

 

This seems like it might be related to API question, or spaghetti code in the HTML (the WSIWIG editor often creates spurious code).

 

How do we open service ticket on this problem? Let me go through the FAQ... this kind of problem may be beyond the ability of the regular support people.

 

Nick

Hi Nick,

 

This is probably best solved by our standard support staff.  All things product related, such as our editor and image displays from templates, are handled and escalated up through our standard support channel. 

 

With that said, my best guess (without actually seeing your email's raw html code or being able to test on those specific devices) would be that you are using images that are not hosted by Constant Contact, probably hosted either by yourself or through a 3rd party service.  Sometimes, 3rd party service hosted images are not always displayed by email clients due to a variety of security and spam rules.  There are a variety of reasons that this might happen, typically it is because the security certificates on those servers are not up to date and thus the servers are not trusted for content loading.

 

Again, this is just guess work from past experience with mobile and web basted email clients.  In order to diagnose this further and find out the cause of the problem, I would recommend calling our support staff and asking to have this looked into by them. 

Dave Berard
Senior Product Manager, Constant Contact

Dave,

 

Thanks so much for your thoughtful reply. Here's the HTML. If you see anything obvious, please let me know. Then I'll go over to standard support as you suggested. Basically I'm trying to get a fix for what's happening, so I'll possibly appear intelligent when posing my question to support. :)

 

Famous last words, but the code looks like it should work.

 

Nick

 

<TABLE id=textEdit
border=0 cellSpacing=0 cellPadding=5 width="100%">
  <TBODY>
    <TR>
      <TD style="TEXT-ALIGN: left; FONT-FAMILY: Calibri, Helvetica, Arial,
sans-serif; COLOR: #606060; FONT-SIZE: 8pt"
align=center>
        <TABLE style="TEXT-ALIGN: center; MARGIN-TOP: 0px; WIDTH: 208px; MARGIN-BOTTOM:
0px; HEIGHT: 193px"
class=imgCaptionTable
width=208 align=center>
          <TBODY>
            <TR>
              <TD class=imgCaptionImage
width=252><STRONG><A href="http://www.audiophilleo.com/" shape=rect
track="on"><IMG style="TEXT-ALIGN: left" title=Audiophilleo1
border=0 name=ACCOUNT.IMAGE.3
alt="It comes in colors!"
align=left src="https://origin.ih.constantcontact.com/fs065/1104120873706/img/3.jpg"
width=268 height=178></A> </STRONG></TD></TR>
            <TR>
              <TD style="TEXT-ALIGN: center; FONT-STYLE: normal; FONT-FAMILY: Calibri,
Arial, Helvetica, sans-serif; COLOR: #666666; FONT-SIZE: 10pt; FONT-WEIGHT:
normal; TEXT-DECORATION: none"
class=imgCaptionText>
                <P style="MARGIN-TOP:
0px; MARGIN-BOTTOM: 0px"
><STRONG>Pick your favorite
color!
</STRONG></P></TD></TR></TBODY></TABLE>&nbsp; </TD></TR></TBODY></TABLE>

PS I submitted the problem to Support, but am getting the usual time-wasting run-around from someone overseas who didn't bother to read the e-mail I sent. They see "mobile e-mail pictures' and press the button to send out the standard "go away" response.


How to we get to someone in support who knows what they're doing? :)

Just to follow up... Here is the HTML you requested...

 

BTW I'm really enthusiastic about using CC, but haven't gotten much engagement from technical support on what is a very important issue given the prevalence of mobile devices with HTML e-mail.

 

We believe that one issue may be that server that handles the images uploaded by CC customers is very slow. Some users report that the images come through, eventually.

 

The pictures that don't show up on the Epic 4G are hosted by Constant Comment, but on a different server than the template images.

 

This is the HTML generated by the CC editor for the picture that we uploaded:

 

<TD class=imgCaptionImage
width=252><STRONG><A href="http://www.audiophilleo.com/" shape=rect
track="on"><IMG style="TEXT-ALIGN: left" title=Audiophilleo1
border=0 name=ACCOUNT.IMAGE.3
alt="It comes in colors!"
align=left src="https://origin.ih.constantcontact.com/fs065/1104120873706/img/3.jpg"
width=268 height=178></A> </STRONG></TD>

 

and here's the HTML for the template image:

  <P style="TEXT-ALIGN: center; MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"
align=center><IMG border=0 hspace=0 src="https://imgssl.constantcontact.com/letters/images/1101093164665/sports-3-hdr2.jpg"
width=709 height=190
optionname="SPORTS3-HDR"></P>

Hello,

 

I found the ticket that you had open with email support and I am going to contact you directly through there to try to get this resolved.

 

Regards,

Benjamin Soder
NOC Analyst
Constant Contact
DanG58563
Participant

I am having the same problem. Was your problem resolved?

 

There is a work-around...

 

Here's the problem. The template pictures that are provided by Constant Contact come from a particular server, and the hosting system has a security certificate that is included in Android builds.


The Constant Contact servers that host the pictures uploaded by cutomers are different; they have a securit certificate that isn't in Android, etc.

 

Bottom line: All CC servers use https, which requires the phone to have the appropriate certificate.

 

The work-around is to distribute your own images using http (not secure) from a server which you control or which otherwise allows http access in addition to https access.

 

And that is that. ;)

Hello,

 

I do want to note that in my testing of this, I did not have this problem using the default Android mail app, we were able to recreate it using a third party mail app, Touchdown.

 

Are you using the default mail app?  If not, which third party app are you using?  Can you try viewing it in the default app?  If you are using the default mail app, please send me an email here, with your username and an example of an email it is happening to, so that we can do some further troubleshooting with the specific images that are not appearing in the app.

 

Regards,

Benjamin Soder
NOC Analyst
Constant Contact
Developer Portal

View API documentation, code samples, get your API key.

Visit Page