Image Editing Problem

Participant

Image Editing Problem

I have been successfully editing images with image editor for at least one year. This week every time I edit an image within constant contact, it turns the image black.

I edit as usual -- in the editor everything looks good -- cropping and other minor adjustment -- but when I save I have this consistent error. The image is saved black.

15 REPLIES 15
Employee

Hello @DianaM064,

 

Thank you for reaching out to us. I'm sorry to hear you are experiencing some issues while editing your images. I have a few questions that might narrow down this issue. Has this issue been happening with all images that you are editing or only some images, if only some, which images in specific? Have you tried using a different browser and following the same steps for testing purposes? Are you editing the images within the library tab or within an email campaign? You can email us at social_support(at)constantcontact(dot)com with the answers to these questions and also a reference to this post. This way this will assist us with narrowing down the cause of this issue. If you have any additional information that might be of use, feel free to send them over too. 

Tiago_R
Community & Social Media Support

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Regular Participant

I am having the same issues.  I work off Chrome, using a mac.  I generally edit my photos before uploading them into Constant contact, so the only time I edit in Constant Contact is when Constant Contact uploads the image with the wrong orientation.  Meaning, the picture on my desktop is in the orientation I want, but when uploaded into Constant Contact, it is inverted or "twisted" - which necessitates an edit in Constant Contact.  Once edited and saved, the image becomes black.  It is pretty frustrating and has been happening to me for over a month.  Sometimes I can force the correct upload and avoid Constant Contact editing but that shouldn't be what is needed

Hi @MargotF7

 

Thank you for reaching out to the Community about your images. I apologize this is happening when you make edits to them. Does this happen with all images? Does this happen when editing via the library, or inside a campaign? Are you saving these edited images as a copy? This is something our support is looking into further. In fact, I have tracked this experience in your account. While we do not have a time estimate of when it will be resolved, we suggest trying a different browser or a private/incognito window. We have also added you to the queue to be notified when this is resolved. Please let us know if this browser work around helps!


Frankie.P
Community & Social Media Support

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Regular Participant

Does this happen with all images? -no, but I can't figure out any pattern

Does this happen when editing via the library, or inside a campaign? -it happened in both places, I tried a work around because the library was doing it so I tried in the campaign (email) and it did it there too

Are you saving these edited images as a copy? -I have tried both saving as a copy and replacing and it happens in both instances

 

Hope this helps

 

 

Hi @MargotF7

 

Thank you for following up on these questions! I will definitely add these details to the ticket we have created in your account. In the meantime, please do try editing your images through different browser or a private/incognito window. Working in a different browser or a private window typically helps.


Frankie.P
Community & Social Media Support

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Consulting & Training

I'm having same issue.  I've lost three images now, all replaced by black box.  Please advise.

Hi @TracyK86

 

Thank you for reaching out to the Constant Contact Community. It's my pleasure to assist you today.

 

I'm sorry that you are expereiencing the issue with the image editor blacking out certain images. We are having an issue on the back end with our third party image editor, we have reached out to them and are working to resolve the issue. If you are using Chrome on a Mac, oftentimes using Safari will correct the problem. I have tracked your issue so that our engineering team may notify you when corrected. In the meantime, please feel free to reach out to us here.

 

Thank you for choosing Constant Contact. Have a great weekend. 


Adrienne B.
Community & Social Media Support

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I also had this issue today. Incognito window did not fix. Using Edge instead of Chrome, however, did work.

Hello @RENEW123. I'm sorry that you were having trouble editing your images but I'm glad to hear that you were able to use a different browser in order to make the edits needed. Sometimes, we can see this happening after a build-up of cache, especially if you tend to use one browser for a long period of time without closing it down. Usually doing something as simple as closing the browser and re-opening it can resolve the issue of not being able to make those changes to your images. Please let us know if you need any additional assistance. We would be happy to help!


Caitlin M.
Community Manager
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Hi Constant Contact - I too am having this issue of the image displaying black when I edit it. I have tried all the potential solutions above - new browser, clear cache, incognito. NOTHING IS WORKING!! This has not been an issue until the last few weeks or so. It happens with images pulled from the web as well as proprietary photos imported from my phone. I mainly use Chrome and would like to continue using Chrome as well as Constant Contact. Please find an acceptable solution!!

Hello @TraceyR20,

 

Thank you for reaching out to the Community! I apologize that you are experiencing this as well, can you please send an email to social_support(at)constantcontact(dot) with a reference to this post, your username, and a screenshot of this issue so we can look into this further? Thanks! 

 

 


Zoe H.
Community & Social Media Support

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Same problem here, for the past few months only: As soon as I edit an image using the Editor, there seems to be a 30-40% chance that it just turns completelty black. Affected randomly, no pattern in terms of images, browser or startup mode...big images, small images, previously-edited images, images from the Internet, photos from a camera's memory card, etc. 

I'm well used to the unapolagetically-glitchy behavior of Constant Contact's image editor since I've been dealing with it for years (such as images reversing, flipping, or flatout disappearing upon editing, etc.), but this is a new one.

Constant Contact Ongoing Black Box Glitch 9.09.18.JPG

@SunCoveOffice

 

Thank you for reaching out to the Community! I am sorry to hear you are experiencing this problem as well. We definitely want our advanced technical team to take a look into this. Please email us at social_support(at)constantcontact(dot)com with your username, the email campaign you have screen shotted, and a reference to this post and we will look into this issue further!


Taryn Leinweber
Community & Social Media Support

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We are also having the same problem.  I have read through this thread and advised my coworker to clear her cache, reboot her computer and try a few different browsers to see if she can resolve the situation but I thought it was worth mentioning here so that you would know that it's happening elsewhere.

 

Thanks!

 

Hi @TrocaireCollege

 

Thanks for joining us in the Community and for letting us know! Please try those steps including trying alternate browsers as well as clearing your cache. Let us know if you continue to experience what you described. 


Brian_H
Community & Social Media Support

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