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?


136 REPLIES 136

I've experienced the same. At my company we're using Office 365 products. On the web application for Outlook the images load correctly every time. The image issue only happens on the desktop application.

BethB442
Regular Participant

We are also having this issue. Any quick fix? We can't tell all our clients to troubleshoot or even ask them what versions of Outlook or whatnot they are using. 

JasonD234
Regular Participant

This is a serious issue that needs fixing. It's not acceptable for an newsletter service to have problems in which images in the newsletter cannot be seen.  Totally unacceptable. 

Anusara
Regular Participant

I find it incredible that Constant Contact is offering trainings to increase marketing using its platform when the platform does not work as sold. This issue continues for Mac Mail and Outlook users with no action plan from Constant Contact. Constant Contact continues to market a product that is failing -- and is not even following its own "best marketing and customer retention" education protocols that it espouses. Highly disappointed. I will be asking for a full refund since this issue started many months ago. I encourage everyone to also seek a refund. 

 

I couldn't agree more.  My guess is that they are preparing to sell the company and will let the new owners deal with this issue.  What else could it be??  This started back in March!!  I also recommend everyone goes to the media with this story as well.

AbbottUSMarketing
Health Practitioners & Centers

I just encountered the same issue since yesterday. I called them and the timeline they gave me was February 2022. It's impossible to communicate properly without having images showing on an Email. 

I'm surprised they gave you any date at all.  This has been going on for almost a year now.  What kind of company let's a widespread problem like this go on for that long without any communication.

LambforGod
Occasional Participant

Is there a fix to this? If not, I must move to another email campaign company. This is too important to continue to let it exist. Please advise.

SharonB50
Regular Participant

This is an ongoing problem.  Very few or none of the images in our CC emails show up in Mac email addresses.  I have seen this in any email generated from Constant Contact.

 

Other vendors who use CC and send me emails have the same issue.  It was fine until within the last year.  I have done the  suggestions regarding loading content etc.  I always load images and attachments.  It is unacceptable for us that our recipients with Mac email cannot receive our full email.   I am curious if you are working on this as it is clearly a problem when you read message boards and people are talking about this problem. 

BrantleyF8
Occasional Participant

This issue is related to TLS RC4 security ciphers still in use on Constant Contact servers. If you grab one of the images from your newsletter and drop it in Internet Explorer you will receive the following notice:

This page can’t be displayed

Turn on TLS 1.0, TLS 1.1, and TLS 1.2 in Advanced settings and try connecting to https://files.constantcontact.com again. If this error persists, it is possible that this site uses an unsupported protocol or cipher suite such as RC4 (link for the details), which is not considered secure. Please contact your site administrator.


This link explains the cipher a bit more: https://support.microsoft.com/en-us/topic/rc4-cipher-is-no-longer-supported-in-internet-explorer-11-...

 

Unfortunately, turning on TLS 1.0, 1.1, and 1.2 doesn't make a difference. Constant Contact needs to work on using modern security ciphers to resolve this issue permanently for everyone.

BrantleyF8
Occasional Participant

The strangest part is that the images load without trouble in modern Edge and Chrome browsers which doesn't support the idea that RC4 ciphers are in use, and the issue is that IE11 and Office products are misinterpreting the ciphers and unable to display the content. It is very possible that the main issue is simply that many users are using insecure/antiquated software products that are incapable of decrypting the content being presented to them. 

I am still digging into this to determine if we can find a secure way to get these images to display within older Outlook versions.