Help Center images display a broken icon, or do not load for certain users.
Most often, missing images in Help Center are a result of how they were added to the article, followed by a change that affected the images' ability to render:
- The images were copy-pasted from another article and the source article was deleted.
- The images were copy-pasted from another article and the source article's permissions changed and certain users can no longer access the source article so the images do not display.
- The images were copy-pasted from an external sources and that source is no longer available.
- The image format is not supported by the browser being used (see Comparison of web browsers: Image format support).
- The image was removed and then re-added using the same filename. The removed image could still be cached which would result in a missing or outdated image. Update the filename to a different name and re-upload the image.
Cause & Resolution
There is no way to recover these images; however, by looking at the article via the Help Center API or your browser's Developer Console, often you can get a better idea of how the image was added to the article and the cause of the issue.
To avoid this issue we recommend always hosting images directly in the article itself or in the assets menu of your Help Center.
To do this select the insert image button on the Help Center Rich Content article editor.