Getting images to display in email template

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Joyce Geels

• September 30, 2020 14:03

I'm unable to get any images from the Act-On library to display in my email template. I can see the images when I load them in from the library but they won't display in the block on my email.  There'd just an icon where the image should be. I'm trying to add one of our company's logos and have tried PNG and JPG format but neither worked.I also tried other images (photos) and I tried switching from Chrome to Internet Explorer 11 but that was also unsuccessful.

One of Act-On's tech support gave me a link to one of their articles to whitelist IP addresses a few days ago, but other than in Outlook I don't know how to do that.  I called their tech support back this morning and the person I talked to said something that sounded like I needed a new ticket (?) and then he hung up on me. When I called back he was a little rude and said he couldn't hear me and couldn't help me.

Can anyone tell me how to fix this issue?  Thank you!

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  Chris Apgar

  • September 30, 2020 15:48

  Hi Joyce! Sorry to hear that you haven't had the easiest time getting this answered yet, but I'm happy to help.

  First, a quick explanation. When you send an Act-On email to yourself, this can sometimes trip up your corporate security filters. That's because the email looks to be coming from an internal email address but is actually being sent by Act-On, so depending on your IT settings this could be viewed as suspicious.

  One way to test this is to send the same email to a personal email address and open it from your phone while it's NOT connected to Wifi. If the images display correctly, then it's very likely that your corporate settings are the cause of this issue.

  For how to fix, here's the article you mentioned. These changes are not something that you can do directly, but instead you will have to work with your IT team to update your whitelists. One key thing is to ask them to update any and all whitelists in your network - there may be more than one!

  Let me know if you have any questions about all of this.

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