Images are not downloading automatically in Outlook 2013

[TWHAnnuities]

Any constant contact emails that are received in the Outlook 2013 desktop version are not displaying images.  They will display on my phone and on the web version of Outlook, but that's it. I've tried all of the recommended "fixes" in settings, whitelisting, etc., and our I.T. rep has also attempted a fix, but it seems that it may be something in Contact Contact.

[William_A]

Hello @TWHAnnuities ,

Are you able to download the images manually? Generally Outlook, especially 2013, just refuses to download images automatically for a lot of emails, particularly emails from ESPs such as us. 

[TWHAnnuities]

No, we don't even have the option to download manually

[William_A]

Based on my tests in your account, it seems to be an issue with the logo that's been inserted via URL. The logo didn't show up in most of the email programs I tested in, including both browser and app versions.

I'd suggest adding the logo as an actual image, rather than trying to pull the SVG file through URL. Adding it to your email as a JPG or PNG so it can actually be embedded should resolve the issue. SVG files may not be compatible in a lot of email programs since it's mainly optimized for XML coding, rather than HTML.

[TWHAnnuities]

We've tried that as well. In our "Newsletter" campaigns the logo is a jpg and still does not come through in the desktop verision 

[William_A]

I made a copy of the email that had the logo as a SVG file, replaced it with a PNG converted from the SVG, and the logo appeared in all the email programs I tested in, including Outlook 2013 (after allowing downloads).

Try test sending the CSC_COPY_ version of your latest draft email, or try inserting the most recently uploaded PNG version of your logo into another email, and the image should appear. If the image still continues not to download in your Outlook client, then that means it is most definitely something on the receiving end preventing the image from displaying.

[TWHAnnuities]

That is a template that a CC marketer put together, but isn't what we've been using for our campaigns.  Regardless, I sent myself a test email and we're still experiencing the problem.  It comes up with "the linked image cannot be displayed. The file may have been moved, renamed, or deleted"

[TWHAnnuities]

In addition, this happens to any emails that come through from Constant Contact.  Email images from other sources come through just fine.

[William_A]

If that's the case, and especially if images come through fine in your app versions of your email program, this is indicating that it's something specific to your work network, or to the Outlook 2013 program you're using. Make sure you and your IT have gone through the following safelisting practices: 

Safelisting CTCT domains in a security system

Safelisting email addresses in an email client or security system

Beyond this, it's something that your IT will need to continue to investigate, as the emails and their images are coming through fine in Outlook 2013 when we test, and in other email programs / apps.