Help Center image issues in articles Follow

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10 comments

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    Helen Read

    Hi I have been having this very issue - However I have not copied & pasted images I have actually uploaded them using the photo button. Also not all images are missing just a few on several of my articles! 

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    Kate Walsh

    I'm having the same issue as Helen. Any other tips?

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    Jessie - Community Manager

    Hey guys!

    Can you give me any other details on this? For instance, is it the same image that you've used across several articles? Are there any other commonalities between the articles where images come up missing?

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    Erick Wilder

    I'm having this very issue too. There's no connection between some of the articles and even after fixing the images by hand, they're gone again.

    There's no copy/paste involved in my case. I noticed this issue when adding screenshots to a translation of an article and after editing the translation, the source language images were gone.

    I fixed all the images in the source language and other unedited translations of the same article had their images gone.

    After that I started looking to other (unedited and unrelated) articles and they also have missing images.

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    Rebecca

    Hi Erick - 

    When adding images to the articles are you hosting them directly in the article by selecting inset image and add file? Using this method to add images to articles is the only means to ensure they do not become broken. By following this process the images are hosted directly in the article and saved as an asset to the article as opposed to a reference from another source. 




    When the images breaks, it is most often a result of the image not being hosted in the respective Help Center article, so Help Center attempts to load it from the source. Zendesk does not save and host images locally when they are copy-pasted from an already hosted source. Instead, Zendesk "copies" the link to the image and then references the link in the ticket to display the image. 

    In regards to translations, the same behavior follows through, Help Center does not host images unless added directly by selecting add image and uploading. It should not matter which translation the image is added to as long it is uploaded.

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    Nina Rogers (Edited )

    I am having this same issue (or one of our clients is), and I am inserting the images directly into the articles.

    What's odd is that I can see the images, as can my colleagues and many of our clients, but we have one client who can't. Clearly it's something on her end, but I was hoping you could offer some insight. I've already had her clear her cache and use a different browser, but that doesn't seem to work. She's still getting the "broken image" icon.

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    Nicole - Community Manager

    Hey Nina - 

    A couple of other things to have her check: 

    - Which browser is she using? Is it the same as the ones you're using? 

    - Is this impacted by whether or not she is logged in to your Help Center? Have you tested it internally while logged out and in an incognito window? 

     

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    Nina Rogers

    Nicole, the images are now showing up for her. I'm not sure what was preventing the images from being displayed before, but she send me a message that she can see them now. ¯\_(ツ)_/¯

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    Jacques van Rensburg

    I have public articles where the links are broken, but when I'm logged in the images display.
    I'm assuming the article was added using the 'Insert Image' button and was the correct way to do?

    In the source I see <img src="/hc/article_attachments/360001636814/mceclip2.png" />
    Should I rather link it to a public source then?

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    James Sanford

    Hey Jacques!

    It sounds like you have copy/pasted the image from another article that is only available to signed in users currently.

    I recommend signing into your Help Center so you can view the image.  You can then right click and Save Image As.  Once completed I recommend removing the current image from your article and re-uploading that via Insert Image and uploading the file directly to the article.

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