Missing graphics for some recipients in Outlook

CellucomGroup
Regular Participant

Missing graphics for some recipients in Outlook

Is anyone else all of a sudden not seeing graphics in CC sent emails?  Last Thursday we had 3 (maybe more) employees all using different OS and outlooks just stop being able to see the graphics of our company emails from CC.  We've googled and looked at security settings and enabled features, etc.  Can't seem to figure out why suddenly some stopped being able to view graphics. 

Anyone else experiencing this?

Has CC changed some settings?

Any advice on what to look for?

 

help!  I have no idea if any of my 3000+ customers are also experiencing this from our emails.

 

:)Audrey

Top Answer
Kyle_R
Administrator

Hello everyone,

 

Here is an update on the current status of the issue. We were able to get a change made to our SSL certificate configuration that is a possible fix. Our Network and product teams are closely monitoring the issue to confirm before we say this is officially resolved.

 

Has anyone noticed any improvement with their images loading in Outlook?


126 REPLIES 126
JulieP7
Frequent Participant

Hi There,

 

Out of the blue, our outlook users were unable to view the photos and logos in our email. I brought up the issue in a chat and I was told that it was an issue on your end and that you were working on the issue. It has been 4 days with no update on the issue. When I went back on the chat i was told that there is a work around solution, (one that doesn't work for me), and that there is nothing else you can do.

 

I would really like to be contacted in regards to this issue.

 

Thank you.

 

Nanci

Anonymous
Not applicable

When I send a test email campaign from Constant Contact to my Outlook email address, the images do not show up.  A red "X" appears with the following verbiage "The linked image cannot be displayed.  The file may have been moved, renamed, or deleted.  Verify that the link points to the correct file and location."

The images not showing up is a recent occurrence.  They show up on our web-based Outlook program, but not when the test email campaign is sent directly to my desktop Outlook.  I have checked the Trust Center Settings, I have made sure CC is on my Safe List.  Any help would be greatly appreciated.  Thank you!

We are experiencing the same thing.  3 people in my office all of a sudden (I just posted a question too). We are all on different OS too. We also send out a company daily newsletter via CC and we three do not see the graphics on those too - so it's not just test emails.  Curiously its even with forwarded CC emails... 

Waiting for others answers advice.  I will continue to search the posted questions. This just started for us (I think) last week.....Thursday i think - cant remember exactly.  But I cannot even view older emails from before that correctly either.  I've checked

Hello, my company is experiencing the exact same problem. Would really appreciate a fix for this...

EmilyA919
Regular Participant

Our company is experiencing the exact same problem. Would really appreciate a fix for this. We're using the workaround but it is a pain.

Hello @JulieP7 ,

 

Your previous cases have already been tracked for the issue, and submitted to the engineers for further review and follow-up when they have an update. Have you had a chance to look into Microsoft's article on the subject?


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William D
Community & Social Media Support
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Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.

....look in to Microsoft's article?  I'm sorry but What will that do?  That article has absolutely no useful information for this issue that is clearly on your end.  Is there any sort of update William?

So regarding the issue you're having with Outlook, you aren't seeing the iconography or messaging posted in Microsoft's article? 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William D
Community & Social Media Support
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.

My apologies William. I thought you were linking to a different article. Please disregard my previous message. Although I appreciate your suggestion, this has already been confirmed as an issue on your end so a client side fix is not the answer. That being said, before coming to that realization, I tried many things, that being one of them. I actually do not have that registry entry on my Windows 7 Ultimate machine. I hope CC will be able to provide an update to this issue in this thread soon.

Hello, my company started experiencing the same problem a week ago.

JulieP7
Frequent Participant

Yes, ours started last Thursday. It's still not working.

HamidM3
Occasional Participant

I have been using images to send emails for long time and recently it is no longer displaying the image on the email... I usually just "copy" and change the image, i tried to create a brand new template but it still did not display the image!!

 

HamidM3_2-1614873870620.png

 

 

CellucomGroup
Regular Participant

What if it's not a blocked images or security issue? We are suddenly experiencing the same issues...but I have check security and safe sender issues.  3 (not all) people in my office suddenly cannot see CC graphics....says the images are deleted or missing links. All different OS's.

YES!  No images with any emails sent through CC.....but Outlook client only.  From what I can see, images are appearing in other clients.  Very strange but I am glad I am not alone!

Anonymous
Not applicable

When I send test emails to myself (MSOutlook) the images are not appearing.

When I pull up that same email on our web-based Outlook (Office365) they appear.

When I forward that same email campaign the images appear on the receivers end.

I just received an email campaign from another company using Constant Contact and the images did not appear using MSOutlook but did appear on our web-based Outlook (Office365).

 

GaryD675
Member

I was going to send an email today to our 10000+ subscribers but I will wait now! This is not about blocked images or security.  I've spent all day trying to solve what has to be a CC issue!  At least I hope it is.  This is the exact message I see where every image should be: 

"The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location"

 

Barb: Thank you for your findings as well.  Very helpful indeed!

GaryD675
Member

So I just finished a chat session with CC support (almost an hour).  Bottom line, it is an issue on their end - apparently only with Outlook.  Here is a work around for images within your media library:  https://www.screencast.com/t/8BBPwmQG.
But until this is fixed, other CC stock images will not appear (ie: social media icons, cc logo at very bottom, etc).

I was told they are working on it and that I will receive an email once it's fixed.

MichaelS2023
Occasional Participant

Well, it's now October 2021 and the problem still exists. Has anyone figured this out yet?

Yeah no, nothing. Just over here taking out the "s" and thumbnail from the addresses and deleting the social media pictures because you can't fix those. If you don't just delete the social media pics your email looks like a 1st grader sent it and doesn't know how to correctly use a graphic. I have spoken to them multiple times and with every survey put this issue in. They call and act like it's something they've never heard of and will "be sure to send to our team". Which is a joke.

I have also spoken to them multiple times with zero updates!  Unreal!