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):
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.
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