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?


125 REPLIES 125

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? 


Zoe H.
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.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

I use Outlook 2007 and Windows Live mail 2012.

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

 

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

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. 

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.

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.

Hello @DebbieC227,

 

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


Zoe H.
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.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

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

 

Hi 

 

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

Kara.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.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
KathyB320
Frequent Participant

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
Regular Participant

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

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! 


Zoe H.
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.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.

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

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........

 

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! 

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
Regular Participant

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 ....

 

I couldn't agree more!

JamesK875
Regular Participant

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.  

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.

Hello @GaryD675,

 

Thank you for your feedback! We do apologize that this hasn't been updated, but I will submit your feedback as well. 


Zoe H.
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.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.