Emails no longer match the preview.

[ScottC16]

I'm receiving feedback from a number of my customers that the emails they're receiving are strangely formatted. In checking into it I'm finding that the previews I'm seeing while building and testing are not how the emails are arriving. In the emails received (and I've tested several email programs), the images are randomly scaled, with some smaller and others larger - causing text flow wrapping issues as well.

Question 1: Why has this changed? I've been a CC user for years and emails that were fine a month ago are looking unprofessional.

Question 2: What is the fix? I need it QUICK.

[William_A]

Hello @ScottC16 ,

Is the issue occurring in a specific email program or all of them? Are certain images having the scaling issues, or all? Does the issue still occur with brand new templates, or with freshly added image and text blocks?

[ScottC16]

I'm seeing it on several email programs (outlook, gmail, etc..), on new templates and copies of old templates. Also, images that are exactly the same size (1000x1000 px) are not displaying the same once the customers receiv them, but the previews looked fine.

[William_A]

I'm not able to recreate the issue you're describing when test sending to myself in either Outlook or Gmail, nor in mobile app view. The only time I saw anything off about your images, it was when I viewed the email in a browser extension that allows limited email management and viewing without opening the actual Gmail site.

When you're viewing the emails with issues, are you opening them up fully in the email program / app, or are you using a split view with it and the inbox to the side? If you open the email fully, does it display as intended? Are the issues you're encountering also occurring when viewed in their respective mobile formats, compared to the mobile preview version?

[ScottC16]

Opening them fully, and it shows incorrectly.

[William_A]

Thank you very much for the info and screencaps. Our higher level technical team is going to further investigate the issue, and which versions of various email programs it may be occurring in, and what the common elements may be. You may see a "T2 copy" of some of your campaigns pop up in your Campaigns, which you can leave alone for the T2 team to troubleshoot with. They should be reaching out via email within the next four business days with an update on their investigation.

[ScottC16]

Still having the same issue, I haven't seen any t2 copies of emails so I assume no testing has taken place yet, also haven't seen any email from the tech team. I've got an email scheduled to go out tonight and the working preview varies dramatically from the test email (See below). ANY help would be appreciated.

[William_A]

The Tier 2 agent working on your case emailed you back on October 25. Please respond to their email so they can continue troubleshooting with you, as there's nothing further we can do at our support level here in the Community.