Why do my images randomly not load?
Having a bit of a hair pulling moment. Every day I hear from my agents that images aren't loading on my help docs guide. When I look, they appear... when they look again in 5 minutes, they show up. Sometimes they load, other times they don't. It's almost like they time out and just don't display.
Is this common? I'm kind of tired of having to tell people "Clear your cache and try again in a few minutes" and this is starting to impact our end users as they randomly experience the same thing.. Is there anything I can do to try and fix this on my end? I'm not hosting my images elsewhere, they are all uploaded to zendesk guide as normal.
Any thoughts, tips, tricks or suggestions are welcome.
I have reported this in the past. Nice to know it's not just me.
Can we please get some eyes on this? Thanks!
@... We have had an issue regarding attachments around the time you've reported your negative experience. The problems with loading affected images that were inserted into the article from tickets. We've fixed this issue so the problem should not be occurring anymore.
I can see however that you write that your agents are reporting the issues every day. I can create a ticket for you where we can continue a more detailed conversation. We'll need some screenshots and videos, URLs and such to be able to solve it.
@... Our Help Articles have been live since 2017 and are updated regularly. We've had this same issue with images not appearing. There will be 4-employees all looking at the same Help Article, with the same computers and browsers, and some appear and some don't.
Was @...'s issue able to get resolved? Can you share any details to help others like me in the same situation?
With my work that utilizes zendesk for our Support site, our end-users are having issues with this as well.
Last I checked, this was an issue related to not allowing cookies on the site; however, I verified that with one end-user who's experiencing this issue and they still cannot load all the images. Some load but not all.
On my machine and web browsers I cannot replicate this issue.
This has occurred to various users for us as well, and the images regularly load for me when trying to reproduce. It seems like the issue goes away, but has significant negative impacts when users need to see the image, and are blocked... please look into this and update this thread.
End users cannot see images in pages but admin users can see images in pages. What needs to happen so end users can see the images?
Bruce Michelsen, May I ask how have you placed these images in the articles? Have you uploaded them directly into the articles in question or pasted them from different articles within your HC? The reason I'm asking is that for now, the images are inheriting the permissions of the article where they were first uploaded so if that was a restricted article the images won't be visible to end-users.
Katarzyna Karpinska In my case, images did not display due to permissions but because the images could not be attached.
In our system, we are using a third-party app to sync our content to Zendesk. Unfortunately, the app does not replace attachments but creates new attachments on each sync. (I've logged an issue with the sync app provider to replace attachments rather than always adding new attachments with each sync.)
When Zendesk began enforcing an attachment limit, we started seeing pages where the images did not display. It turns out, the images didn't display because they were never uploaded by the sync app to the pages, due to the attachment limit.
Because you cannot select and remove images in bulk when editing an article in Help Guide, I wrote API scripts to determine which pages are over the attachment limit and remove their attachments. (We had to remove all or enough of the attachments so the pages could be re-synced and include the new attachments.)
In my case, the images did not display because the images were not attached.
Thanks for letting me know Bruce Michelsen. And sorry that you were facing so much trouble with working with images via a third-party application. From our side, I can say that in the next few months we'll be working on a series of improvements to working with images, including deletion and replacement so hopefully, it'll get easier for you to manage them.
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