Images in emails missing or very large
complete
Tim Judkins
Recently, we have received reports from our members that images in email communications are either missing or very large. Nothing has changed with how the emails are sent except that we are now using the new admin portal. Examples of the issue are attached.
Log In
Wes Cossick
complete
The issue with images appearing too large in certain Microsoft email clients has been resolved.
Unfortunately, the issue with images appearing as a thin line appears to be a rendering issue with the email client itself, and not something we can fix from our end.
Wes Cossick
in progress
Wes Cossick
Tim Judkins For the member who provided the first screenshot (where the pictures are too large), do you know what email client the member was using? E.g., Outlook, Thunderbird, their email provider's webmail interface, etc.
And then for the member who provided the second screenshot (where the pictures are missing), can you ask them which version of Outlook they were using?
Tim Judkins
Wes Cossick: One is using Windows Mail Version 16005.14326.20970.0. Another is using Outlook 2016 through Microsoft Exchange (couldn't get exact version numbers).
Wes Cossick
Tim Judkins: Thank you; we're continuing to investigate the issue.
Tim Judkins
Wes Cossick: Any updates on this? We're still getting reports from some users in our community that it is still happening.
Meredith Owens
Tim Judkins: We appreciate you checking in, Tim. Our product team is still investigating this to find the root cause of the issue. Once we have more information, we'll update the status on the post, and you'll be notified via email!
Meredith Owens
Tim Judkins: To help us investigate this further, would you please email our customer success team a copy of the .eml file for the affected email?
The email address you can send that to is provided here: https://help.hoa-express.com/en/articles/2390052-contact-our-customer-success-team.
Wes Cossick
under review