Missing graphics for some recipients in Outlook

[CellucomGroup]

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

[CellucomGroup]

Hello all. We understand this issue has been ongoing for a period of time and we apologize that we have not provided a timely update. As previously mentioned, there was a change made to our SSL certificate configuration back in June that we believe had solved the issue with missing images in Outlook and Mac Mail. After further research, it appears that the issue goes beyond our initial fix. We assure you we have been looking into the reasoning why this keeps happening to our customers and your contacts.

We'd like to gather some specific information to see if we can narrow it down to some specific programs or settings. This brings us to our next step in fully tackling the issue. In order for us to keep track of these items and escalate them to the appropriate team to further research, we need some help from you.

Please email us at communitysupport(at)constantcontact(dot)com with the subject line "Outlook/Mac Mail Image Issue Information" and include as much of the following information as you can (the more the better):

• Your username
• The names of some affected email campaigns, as listed on the Campaigns tab
• Email client/program type and version. Here's how to find the version of your affected email client:
  • 2003, 2007: Help > About Microsoft Outlook
  • 2010: File > Help
  • 2013, 2016, 2019, 365: File > Office Account
  • If using Outlook webmail, please include the browser type and version. Most browsers list their version under Help > About.
  • Mac Mail: Mail > About Mail

• What is the exact behavior of the images? Red X, "Linked image can't be displayed" message, "Right-click here to download pictures" message, etc?
• Rough timeline of events, if known. Did it work previously? If so, when did the problem start? Does it seem to be all campaigns or just specific ones? If you have an email that used to successfully display images, does another test or resend still look good, or is it also affected now
• Screen shot of the issue in the email client
• If possible, save the email as a file and attach it to the email. 
  • In Outlook Desktop, open the email so that it's in a separate window. Next, click File > Save As. > Outlook Message Format - Unicode (*.msg). HTML is also fine.
  • In Mac Mail, open the email and select Choose File > Save As and select Raw Message Source as the format (.eml)

Once we receive the information attached, we will forward it to a team that will gather all of the information and further address the issue.

We understand that this is a lot to ask of you, especially with the issue persisting for a while. We again apologize for the lack of an update on our end.

We are locking this thread for the time being while we gather information. We don't want this action to be perceived as us ignoring the issue but instead allowing us to focus and put our resources towards a solution. We will check in and provide updates as we find out more.

[Zoe_H]

Hello @DebbieC227,

I do apologize for the experience you have had with Outlook not downloading images. Can you please tell me what version you are using? 

[DebbieC227]

I use Outlook 2007 and Windows Live mail 2012.

Plus, all emails received from from other Constant Contact users have no graphics.

[GaryD675]

I use Outlook 2010 and can confirm.  ANY email I receive from ANY Constant Contact customer has no images!

[DebbieC227]

Seeing that over half of my customers have not received marketing emails that actually show my product for over 4 months, and multiple support sessions, I think I am due reimbursement for my monthly charges. 

[DebbieC227]

The problem goes unresolved -

Anyone sending out emails using Constant Contact looks like an idiot who doesn't know the basics of email marketing.

I want my monthly charges credited back to my credit card, since their failure to correct this situation is colossal.

[GaryD675]

Yep.  I've already requested quite a few credits since this issue began.  Colossal is great word for it....an absolute colossal failure.  They simply do not care about this issue.

[Zoe_H]

Hello @DebbieC227,

Thank you so much for that information. Again, I do apologize for the experience you have had with Outlook not downloading images. 

[DebbieC227]

See the message I received from Support below -

Is this for real?

Are you suggesting that all of the Constant Contact users tell their customers what their security settings should be??????

Instead of Constant Contact fixing the problem they created with their own servers?

This is ridiculous.

I don’t want a work around.

I do want the issue resolved.

RE: Your Constant Contact Support Inquiry [ ref:_00D708xak._5003n2T3INV:ref ]

From: Social [mailto:social_support@constantcontact.com]
Sent: Monday, June 28, 2021 4:48 PM
Subject: Your Constant Contact Support Inquiry [ ref:_00D708xak._5003n2T3INV:ref ]

Hello Debbie!

Thank you for following up with these details! One workaround we would suggest is disabling the Internet Explorer Security setting Do not save encrypted pages to disk: 

1. Exit Outlook 

2. Open the Windows Control Panel and go to Internet Options. 

3. In Internet Options, select the Advanced tab. 

4. Under the Security heading, disable the Do not save encrypted pages to disk option. 

5. Select OK. 

6. Start Outlook.  

Do you or your contacts still see missing images in your email campaign after trying this workaround?
 

We will try our best to take care of your replies in a timely manner; however, this address is not monitored overnight or on the weekends. If you need immediate help, please get in touch with support via phone or chat! Or have you tried talking with your peers in the Community?

Thank you for using Constant Contact, 

Francisca

Customer Engagement Specialist

[Kara_D]

Hi DebbieC227!

Here is another workaround you may find helpful, and it does not require your readers to take action:

Make a copy of the campaign and change the image URL from HTTPS to HTTP:

For each image that is not showing:

• Click to open the image as if you were going to change it
• Right click on the image
• Copy image address
• Go to the Image URL tab
• Paste the URL
• Remove the "s" from the https, leaving the image as http
• Preview the image and insert it.
• Repeat for all images
• Test to outlook client
• Video of this work around is here: https://www.screencast.com/t/8BBPwmQG

[MeritageVocalArts]

I tried this workaround the first time y'all suggested it. Still doesn't work for me. I don't get a question mark, just nothing where the pictures should be. Again, I'm on a Mac using Mail, not Outlook. 

[JamesK875]

This is a good fix, after reviewing this process and making edits one more time, it seems to work.

[Zoe_H]

Hello @JamesK875,

I do apologize that your images are still not appearing in Outlook. This is something that we are still doing research on and I will submit your feedback as well. Thank you! 

[HeatherO61]

I have tried doing this and the graphic becomes blurry and looks terrible. It is not a valid workaround for all graphics.

[DebbieC227]

Kara,

None of these "fixes" actually fix the problem.

It now has been going on for 4 months........

I have thousands of products on my ElveeBeads store, but you wouldn't know it from any Constant Contact emails, since my logo doesn't show up, or any of our items........

[RFTMarketing]

I've been using this "workaround" for CC's problem for the last couple of months. I am now realizing/wondering that the Alt text on the image is not displayed when using this workaround. Not having that information carry over is a usability and accessibility issue.

[GaryD675]

I am with you Debbie.  The replies from support are less than worthless.  I am shocked that a company of this size and reputation has allowed this issue to go on so long! 

[GaryD675]

You guys really need to stop apologizing and start producing results.  This has been going on for 6 months now!  There is absolutely no excuse!

[BethH43106]

Doesn't seem to matter what version any of us are using - the real issue is that CC is moving at a pace of a turtle to resolve this.  Disabling the security setting only leads to really poor quality images.

I WANT A REFUND FOR ALL THESE MONTHS I CANNOT MARKET - THIS IS BS - I WONDER IF  HAS THIS LEVEL OF REALLY POOR CUSTOMER SERVICE ....

[GaryD675]

I couldn't agree more!

[JamesK875]

Still not loading images for us when I did a test, using Outlook 2013.  I also received an email from another CC user, their images did not download either.  

[GaryD675]

Absolutely no improvement whatsoever.  The fact that this issue has been ongoing for MONTHS clearly shows that Constant Contact has no interest in solving this problem.