My images do not show up when I send test message

Jenna Daucunas · March 2015

Although I can upload images to the layout tool and they appear fine on the content screen, once I send the test message, the images do not appear in the received email. I can click where they should be and a bounding box appears for some of them, but no image.

Matthew Garbarino · March 2015

Hi Ramey. Couple of questions to help figure this out.

-What email client are you using to check the test messages?

-Are you checking the messages internally from your organization's network?

-Have you tried checking the test messages on a different email client?

Jenna Daucunas · March 2015

I am using Outlook, both internally and externally. I have not tried another client, but we really need it to show up in Outlook.

Matthew Garbarino · March 2015

Hi Ramey. I ask because when this has come up before with other customers, the issue was around the internal firewall blocking images from Online Express (and other popular email marketing tools).

If you could send a test message to a different email account like gmail or yahoo to test it out that could help identify the issue.

Jenna Daucunas · March 2015

Thanks for the quick reply, Matt. I sent it to Gmail and it does appear, yes. Is there a way I can format it so it doesn't get blocked?

Matthew Garbarino · March 2015

This was posted on another thread around a similar issue with internal firewalls, it couldn't hurt to give it a shot:

1) Close Outlook.

2) Clear your Internet Explorer cache. Go to Tools->Options->General->Browsing history->Delete, choose to delete temporary files.

3) Go to the Advanced tab, scroll to the Security group, uncheck "Do not save encrypted pages to disk"

4) Close Internet Explorer. Try Outlook again.

If that doesn't help I would suggest getting in touch with your IT folks. Perhaps there is something they can configure on their end to allow images through your firewall.

Jenna Daucunas · March 2015

Bummer. That didn't work. My concern is that our recipients will also not see the images or merge fields if we can't. We don't have abnormal security settings on our network. Is there something I can do on the template side to make it so content won't be blocked?

Matthew Garbarino · March 2015

There isn't anything you can do within Online Express to help with these type of firewall issues. Typically this issue occurs with most of the popular email marketing tools. The good news is that the Outlook is hovering around 9% of email opens according to Litmus:

http://emailclientmarketshare.com/

And of those, only a small fraction have this firewall issue with their internal network. I would reach out to your IT folks to see if there is some type of setting they can adjust.

Melissa Eschweiler · March 2015

I am also having this problem.

In test messages my images appear, to myself and co-workers.

When I sent the live email, certain recipients to do not see the image(s).

Matthew Garbarino · March 2015

Melissa Eschweiler:
I am also having this problem.

In test messages my images appear, to myself and co-workers.

When I sent the live email, certain recipients to do not see the image(s).

Hi Melissa. Do you know what email clients are causing the issue? Typically these issues are user specific. Either their internet service is blocking images in emails, they have a firewall setup on their network that blocks images, or they have some third party software.

There are some good resources posted earlier in this topic. Check it out if you haven't already!

Melissa Eschweiler · March 2015

Melissa Eschweiler:
I am also having this problem.

In test messages my images appear, to myself and co-workers.

When I sent the live email, certain recipients to do not see the image(s).

I appreciate the response. One of my recipients is using "mc.net". Why do some images (.png) come through on emails, and some do not? For example, the image generated within the OLX email did not appear when I forwarded the email to OLX tech support, but the company logo images on the forwarded email did go through. I think it looks bad on our part when we have to tell someone "It's your problem" when we're sending them donation emails. Many recipients do not have access or tech knowledge to change their firewall settings and would rather just delete the email than solve the issue.

Matthew Garbarino · March 2015

Melissa Eschweiler:
I am also having this problem.

In test messages my images appear, to myself and co-workers.

When I sent the live email, certain recipients to do not see the image(s).

Hi Melissa. I'm not familiar with mc.net, but I highly suspect that email service is blocking certain types of images. This would not be specific to Online Express, but would probably be true of all this user's mass-marketing emails. I agree that's a bummer, especially if the recipient in question is important to your organization, but that's the nature of email marketing. It's usually a game of numbers and rates. The good news is that we test against the most common email clients, all on this list and more, which accounts for over 99% of email opens!

Patty Cline · March 2015

Just posted a similar question with the same problem. When we used Blackbaud's SPARK, I know we had issues with viewing our emails in MS Outlook. However, because we could view and tweak the html code, we were able to work around the issue. Does anyone know if there is a similar work around for Online Express? Is there a way to tweak html code?

My images do not show up when I send test message

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