Images are not showing up in Outlook 2016

Basem Khawaja
Basem Khawaja used Ask the Experts™
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I have a problem in some of my emails that I am getting that not all the images are showing up. Sometimes as seen in the screen capture few images showing up and others do not . Please help me with this problem.

Thank you,

Basem

Outlook NO image is shown.jpg
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Most Valuable Expert 2017

Commented:
Is this happening on emails from the same sender or happens with others as well?
Distinguished Expert 2017

Commented:
Check message raw source, those might be links that are no longer valid.
Basem KhawajaClinical Pharmacist

Author

Commented:
MAS
I indicated on the screen capture that this happens mainly with Amazon as well some other senders.

Arnold
What is the raw source? I don't believe that the links are old because that's how email comes in to my inbox with no image.
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Distinguished Expert 2017

Commented:
Often emails include references to promotions, I might be a place holder or an add/ref that was pulled.

It could also be an Analytic link? Commonly, the recomendation is to not auto load images in email messages just for a reason that HTML messages could have content if outlook loaded could compromise the system. I.e. Laden payload.

Right click in the message, view message source.
Basem KhawajaClinical Pharmacist

Author

Commented:
Ok let me try that.
bbaoIT Consultant

Commented:
commonly, if you see some embedded pictures in an HTML based email while some other picture can be shown with the same email, it should be related to some web access restrictions applied to your network (by your router or your ISP) or your computer (done by your anti-virus software). therefore you may first try to disable your AV software or change to another network for test.
Basem KhawajaClinical Pharmacist

Author

Commented:
Can you give more specific instructions on how to troubleshoot each of those steps please? The router, ISP or the AV.
bbaoIT Consultant

Commented:
please try the most simple step - if the computer is a laptop, then bring it to another network (make sure with different provider), such as office, friend's home or library, let us know if the missing picture can be shown or not.
Distinguished Expert 2017

Commented:
Once you locate/identify the destination

These links could be analytics that you might be blocking.
Often, the email includes a link that lets you open it in the browser, on the site.

Personally, I would not  spend any thought or additional time on that especially not disabling any anti-virus software.
Basem KhawajaClinical Pharmacist

Author

Commented:
bbao

I do not have a laptop. Therefor going to the office, library, or a friend would not be possible. I am not blocking any of the websites that the images are not appearing in them.
Basem KhawajaClinical Pharmacist

Author

Commented:
This is what image once again looks like when it comes in the email initially.




Outlook NO Image.JPG
Basem KhawajaClinical Pharmacist

Author

Commented:
This is what it reads just in case it is illegible to read.


The linked image cannot be displayed. The file may have been moved, renamed or deleted. Verify that the link points to the correct file and location.
Basem KhawajaClinical Pharmacist

Author

Commented:
Finally when I open the email in the browser "Chrome", This is what appears in place of the missing information. ""STARS"'


Stars Showing.jpg
Distinguished Expert 2017

Commented:
The image is dynamically generated based on criteria, it is possible that the email client is running into issues decoding/dereferencing the data from the link.

Which version of INternet explorer is on your system?
It might be the issue since outlook is using Internet explorer components to render HTML data.
Basem KhawajaClinical Pharmacist

Author

Commented:
IE 11. Is there a newer version that I am supposed to have . I am using Chrome as my default browser. I have MS Edge as well.
Distinguished Expert 2017

Commented:
IE 11 is the last version, edge is the newer, but last ms browser.
The error could be based on the URL referenced.

There is little you can do. When you view in the browser might follow a URL redirect,

The conflict the one you highlite while the other further below is displayed.
Basem KhawajaClinical Pharmacist

Author

Commented:
So what is the final decision? I have to live with this.
Distinguished Expert 2017

Commented:
Yes.

Do all of them have the same issue where the first review level is not being displayed?

Do your settings auto load images?
Basem KhawajaClinical Pharmacist

Author

Commented:
Do your settings auto load images?-How do I check for this?

Do all of them have the same issue where the first review level is not being displayed?-Not all of the emails. Some of them. Also the same email could have some images showing and some not as in the example I posted.
Distinguished Expert 2017

Commented:
The point being whether you have to hit an option to load images, by your question, the answer to the question on whether the application auto loads images is yes.

or at least it is yes for these emails as commonly the application has an option on whether the load the images once or always.

I would not bother as the information on the reviews on similar is not an essential point of the email. If you see something you like, you'd go to the site and have full access....

I.e. you are getting sent an ad, if a portion of the ad is mangled, but you are interested in the product, you would not look to get a new complete ad, you would go to the store, review the item, and buy it if you want..

IMHO, the sporading intermittent issue is not addressable. guessing why is not helpful.
Basem KhawajaClinical Pharmacist

Author

Commented:
IMHO, the sporading intermittent issue is not addressable. guessing why is not helpful.
I am not quiet sure I understand what do you mean by ""Guessing.....""

The store sent ad example that you gave and the solution makes sense. However, If it is my email program is causing the "mangling" then I want to fix that issue. That's what I am trying to do here. Until I can prove why are these isolated issues are caused by the sender then I want to keep on trying to figure out why is it showing up like this in my email client.
Distinguished Expert 2017

Commented:
The issue deals with looking through the raw message to extract the URL/reference in an effort to determine.

The error you are seeing in the block is the response from the remore sever.
When you open the page in the browser the reference/content may have been modified/updated.
....

This is not a reflection of anything on your side that can be done to fix the issue.
Top Expert 2013

Commented:
you can make a free account with Hotmail, and check if it does the same
or test this on another pc (copy a couple of mails over)
Basem KhawajaClinical Pharmacist

Author

Commented:
let me try the free account and see what happens . Thanks guys.
Basem KhawajaClinical Pharmacist

Author

Commented:
I have done some research on my own and these are my findings. Hopefully some one can make sense out of them and try to help find a solution to this problem.
1-The Amazon Music email in my outlook shows no images as seen in the screen capture.
2-The same email when viewed in my Yahoo email it does not show any images either using Chrome in spite of the fact that I made sure JavaScript and images under settings in Chrome were both enabled and added mail.yahoo.net as allowed separate entry under both settings. With no help!
3-The same email is Showing images/content when viewed using MS Edge.

***I found this article to help with Yahoo settings. I did what was suggested with no use. Please read under FAQ section""https://www.technipages.com/yahoo-mail-enable-images-on-messages"".

Outlook 2016 Showing Amazon Music email with NO images.JPG
Chrome NOT showing images of Amazon Music email in Yahoo Email.JPG
MS Edge showing images in Amazon Music email in Yahoo email.JPG
Top Expert 2013

Commented:
so it seems to be happening with  all other accounts as well - then it may be attributed to the source link missing
Basem KhawajaClinical Pharmacist

Author

Commented:
No it is not. It works fine with MS Edge as you can see from the screen capture.
Distinguished Expert 2017

Commented:
Often, the links for images use analytics firms.
The error message displayed instead of images likely matches the prior.
Some use/rely on third party ads that cycle and potentially .....
Basem KhawajaClinical Pharmacist

Author

Commented:
Based on all the screen captures that I had attached . I feel that Chrome is the culprit. I just need to know what elements needs to be fixed in it?
Distinguished Expert 2017

Commented:
Please clarify, the issue you are running into is within outlook, or are you using a web based application (owa)?
If it is not outlook. Web based application, the link being accessed is at the end at issue. Whether chrome is blocking that link, .....
Since the issue is not common to anything on your system, it is not something you can address.

I.e. If you use a third party tool that blacklists certain data collector.

I am uncertain of your pursuit. Unless you can edit/control the underlying content, attribute the issue to the site hosting it and move on.
To pursue this, you have to determine the common theme, I.e. Which URLS are failing and whether they are referencing the same analytics firm
Basem KhawajaClinical Pharmacist

Author

Commented:
Arnold

I am not quite sure I understand what do you mean by what you wrote"Since the issue is not common to anything on your system, it is not something you can address"

I can not address?? Why not?  I have a very specific and clear issue . Nothing ambiguous about it or obscure. It's just a matter of finding the solution. I did not think my question would be that difficult and complex to EE community. The issue very clear . Some emails that I am receiving whether it is coming from amazon or Indeed.com it has some images that are missing. I am using Outlook 2016 part of MS office 365 an annual paid subscription that gets updated continuously. My email address is with ATT which is co-owned by Yahoo as well. I check my email through Yahoo.com website if I don't have access to Outlook 2016. The emails that come through Yahoo when viewed on Chrome are a problem issue at least the ones that I am seeing. The emails that I am getting on Yahoo when using MS Edge are FINE!

I hope that my explanation clears up any confusion that you are seeing about my question.
Thank you.
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
Hi Basem,

Based on all the screen captures that I had attached . I feel that Chrome is the culprit. I just need to know what elements needs to be fixed in it?

If you feel that Chrome is the culprit, then the way to eliminate Chrome as the issue is to revert it back to a fresh install. I describe how to do that here: Resolve Chrome Issues 99% of the time using this method!

I'd suggest following the steps listed in my article and see if that stops the problem. If it does, you'll know it's not the browser but something associated with it, like extensions, its profile or similar.

Further, by following the article carefully, you should be able to identify which extension is causing the problem if that turns out to be the cause. There's really no other effective way to eliminate "all" possibilities and I've found the process I describe in my article to be the most efficient way to address all possible causes in one hit.

With regards to your issues in Outlook, unless "all" of your emails are affected and all of the images will not appear, the problem will almost certainly be external to your computer. Either on the site where the missing images are hosted, or somewhere in between (like ad analytic collection) between you and the server hosting images.

In simple terms, the problem will be beyond your control.

Hope that's helpful.

Regards, Andrew
Distinguished Expert 2017

Commented:
The links are to dynamically generated images either ads or a reflection of review.
In each case it relies on the servers there to respond to your request and provide the image.

Consider the following option. I pay To X to display my images of ads. I remove one image and replace it with another.
The link on the email points to the older image which is no longer available on their server.

You have to open the same email in both browsers, or within the client.
Web based objects have permanent errors and transient ones. The host of the server likely has several and might have a synchronization issue such that an object/objects might be unavailable on the system one of your requests hit while is available on the others.

When I say there is little you can do is that you do not have and are not responsible for the content of the emails you receive.


I usually block certain analytics sites through which I determine that third party fake virus ads came through.
These manifest in broken images on different sites no matter which browser.i use.

Under the above scenario I caused the issue and can remedy it.


Let's think of it this way, a person sends you an email saying a document is attached.
But when you  open the email, there is no attachment. To resolve the issue, you would email the person informing that no attachment was included.

Ot apply the same to the emails, you would need to reach out to the email sender, site informing them that the email you received has an issue displaying some images.
Basem KhawajaClinical Pharmacist

Author

Commented:
Thank you gentlemen. Let me work on the Chrome re-install. Will get back to you.
Thank you .
Basem KhawajaClinical Pharmacist

Author

Commented:
Andrew

Thank you for your very useful article on the Chrome uninstall-Reinstall. I ran into a problem , after reinstalling all my bookmarks from the past got re-installed automatically. I am deleting them one by one because Chrome would not allow me to delete them all at one time. Is that normal to happen and is there a way to delete everything all at one time PRIOR to importing the backed up bookmarks in my documents based on your suggested solution. Please let me know.

Thank you,

Basem
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
Hi Basem,

I ran into a problem , after reinstalling all my bookmarks from the past got re-installed automatically

The only way that could have possibly happened is if you accidentally restored saved bookmarks made at another earlier time. There is no way for that to occur if you save and restore from the correct saved file. I suspect you may have made a mistake. Check the date stamp on the file you used to restore your bookmarks from and I'm almost certain you will find that you've used a bookmark save file created at a much earlier date. There is no other way for that to have occurred.

Regards, Andrew
Basem KhawajaClinical Pharmacist

Author

Commented:
Hi Andrew

I did not import anything from my old bookmarks. I am very certain of that . I did Import the saved bookmarks though "the latest ones per your guidance" and I had to delete all the old ones before doing so one at a time unfortunately. The image problem addressed here in outlook is still there. Also, The same problem when I click on links from Outlook 2016 or from Chrome that I also had addressed previously on EE that the webpage'TEXT FONTS"opens up in large fashion until I click F5 to refresh it then things"TEXT" looks normal as it supposed to be. All the extensions have been removed with the exception of lastPass, RoboForm, Gmail Email Link, Foxit PDF Creator, PDF Viewer, and ABP . The Google Chrome is up to date with this version. Google Chrome is up to date
Version 77.0.3865.120 (Official Build) (64-bit). I just thought to let you know of the outcome. If you feel that there is nothing else that can be done , then I will go head and close the question and give you credit for the solution.

Thank you Andrew.
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
Basem,

If you've reinstalled Chrome as per my article, can you please try disabling the Adblock Plus extension and test again? It's the only extension in your list that could make a difference - the others wouldn't cause that behavior. ABP doesn't cause any problems here, but you never know so worth a try.

Paste: chrome://extensions/ into your browser address bar and turn off Adblock Plus.

If that doesn't resolve it, the only other thing I can think of to cause this is a corruption in your user profile, because if you followed the instructions in the article, then Chrome will already have brand new profile files.

You've created test profiles before, but in case you've forgotten, there's an article I wrote that will help you here. It's a bit of a long-winded process, but if you're determined to find the cause, it needs to be ruled out.

Creating a Local Administrator User Profile in Windows 10

Apart from DNS issues, which would also cause web pages to not load at all, or perhaps video drivers, then they're the last two things I can think of that could cause your problem in Chrome or Outlook that are local to your machine.

Let me know how you go.

Regards, Andrew
Distinguished Expert 2017

Commented:
I would not go down the corrupt profile route as that is extremely unlikely.
The error in the image clearly identifies the remote site as the issue,

The image has two processing references (reviews) one that is supposed to reflect the average number of stars for the 3,000+ for the .... and the one right below where the number of stars for the 34 reviews of the pharmacist.

You could look at changing your settings to retrieve pages on every visit to avoid having cached data.

Here is an illustration of what your browser is running into.
You enter the office, and are handed two slips reflecting items you need to get from room 103.
You go to room 103, slip 1, has box 12, you open the box and get the item. Slip 2 says box 23. You look, you see box 22 and box 24 but there is no box 23.  The same as the error, you return to the person from whom you got the slip and tell them that there is no box 23. This is what you are looking at with the error in the email you received.

The browser on failure to access an image/object, does not retry requesting the whole page anew to see whether it was updated in the interim.  the above context, you are the one who provided the slip to the browser to go and retrieve the URL and it looked through the response to gather all the relevant objects it could, returning the error that one of the objects could not be located.
Basem KhawajaClinical Pharmacist

Author

Commented:
Andrew

I honestly don't think it's the ABP. The reason that I am saying this , the problem was there in outlook prior to that extension installation. I will Re-address again the problem with the enlarged font/text occurring randomly when opening links from outlook in Chrome in a separate question later. Can you elaborate on the DNS troubleshooting please so that I can try that as a last culprit.

Thank you,

Basem
IT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018
Commented:
Hi Basem,

I didn't include instructions on swapping DNS servers because I personally doubt that it will help, because as I said, that would also cause more serious problems with reaching sites. But for the sake of completeness, I'll show you the steps below if you'd like to try it.

In simple terms, DNS stands for Domain Name System - they translate a human-readable domain name like amazon.com into a corresponding IP address when you browse the web. If the DNS server in use is out of date or performing poorly, it can affect the retrieval of images or even the ability to be able to connect to an email server.

Switching to another DNS server is quite easy, perfectly safe to do and easily reversible.

1. Press the Windows key on your keyboard and type Network status then press your Enter key

2. On the Status window that opens, click the Change adapter options settings option

Network Status
3. On the next window, right-click your Ethernet adapter and select Properties

Properties
4. Select Internet Protocol Version 4 (TCP/IPv4) and then click the Properties button

Adapter Properties
5. Select Use the following DNS server addresses and enter the following:

  1. Preferred DNS Server:  8.8.8.8
  2. Alternate DNS Server:  8.8.4.4
  3. Place a tick in Validate settings upon exit
  4. Click OK

Specify DNS Servers to use
6. This isn't strictly necessary, but I recommend you do it anyway as I've found IPv6 has caused problems in other situations. Back on the Ethernet Properties window, scroll down until you see Internet Protocol Version 6 (TCP/IPv6) and remove the tick if it is enabled, then click the Close button.

Disable IPv6
7. The Windows Network Diagnostics will likely open and most likely report that it couldn't identify a problem. That's expected, so just close the troubleshooter.

Close Network Diagnostics
8. Close any remaining open windows and try again.

The settings should take effect immediately, but in case they don't, you may want to restart Windows just to be sure.

What you will have done with the above steps is to specify that you want to use Google's DNS servers. You can specify any servers that you want, but I've found Google's DNS servers to be very reliable, so they're good ones to test with.

If no improvement is made, you can either leave your computer to continue using Google's DNS Servers, or if you prefer, revert back to your ISP's DNS preferred DNS servers by simply following the steps again, only this time, selecting Obtain DNS server address automatically when you get to Step 5 above. Then just keep clicking OK or close until all windows are gone again.

In either scenario, I would recommend leaving IPv6 disabled. I don't have it enabled here and find that it causes no issues for me.

That takes care of ruling out DNS issues for your problem.

One last thing I'd suggest is to double-check that you are using the latest drivers available for your computer's Video card. I do not recommend downloading and updating with Microsoft Drivers unless there is no other choice - rather, go to your Video card manufacturer's web site and check what the latest updated video card driver version is.

If you need help with that, let me know what Video Card you have installed and I'll try to find the link for you.

Hope that's helpful.

Regards, Andrew
Basem KhawajaClinical Pharmacist

Author

Commented:
Hi Andrew

I updated my video card driver. NVIDIA GeForce GTX 970 from 436.30 to 440.97 .
It did not make any difference. Also I followed all your instructions on DNS server change and nothing has changed in the emails. I still get the generic boxes/squares with no image inside. To make things worse, my HP OJ Pro 8715 is not working any more. I am getting a message that it is offline. I am assuming due to the DNS server work that I did. I did troubleshooting and it showed a couple of issues. I will post the error. I wanted to revert back to the old setting and see if that fixes it if not I beg you to help fix this new problem.

Thank you Andrew

HP OJ Pro 8715 Off Line.JPG
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
Basem,

Changing the DNS settings as I showed you would not have affected your network printer unless it was not installed correctly in the first place.

To revert back to previous settings, simply follow the instructions again and reverse the changes you made during the first time round back to their original settings.

Let me know how you go.

Regards, Andrew
Basem KhawajaClinical Pharmacist

Author

Commented:
Andrew

The changes did not fix the problem It was working just fine until today then I keep getting a message saying it is offline. Please help me. What can I do to fix it. It is only a year and half old. Practically brand new.

Thank you.
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
Basem,

The fact that it stopped working after you made changes to DNS settings and then still didn't work after you reverted back to prior settings is a coincidence. I have 3 network printers available here and changing the DNS settings makes no difference whatsoever. That said, happy to help you troubleshoot and resolve your problem.

The errors indicate that the network connection to your printer has been lost.

First thing to try is to power off the printer completely - don't just push the Off button. Rather, pull the power cable out of the power socket completely - wait a minute or so and then plug it back in. Start the printer and see if it becomes available.

If the above doesn't help, power cycle (reboot) your Modem/Router in exactly the same way.

Is the printer connected via a Cable or Wireless connection? If via cable, remove and replace the cable to both your printer and the router ends. Ensure the little light comes on at the point where the cable is plugged in to the printer and modem/router.

Give those steps a try and update me here.

Regards, Andrew
Basem KhawajaClinical Pharmacist

Author

Commented:
ok I will.
Basem KhawajaClinical Pharmacist

Author

Commented:
Andrew

Hallelujah, I checked the IPV6 that I initially unchecked and thank God it worked. I went to Google to see what the error meant and the first hit in HP support community suggested to
Print the report from the network settings or network setup menu   and then  if IPV4 and IPV6 Domain name , Primary DNS server and Secondary DNS server do not match then use IPV4 . In my case they did not so I assumed I had to check IPV6. It worked . Thank God and thank you Andrew.
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
No worries Basem. Good to know that as yours is the first network printer I've personally heard of that relies on IPv6 to communicate over the network.

There's no real harm in leaving IPv6 turned on, but I have personally found that it can be problematic under some circumstances when browsing the web. IPv6 implementation is still pretty much in its infancy and is not in very wide use yet.

As I said though, changing DNS server is highly unlikely to affect LAN communications providing the DNS servers are doing what they're supposed to do. I use a tool to check DNS Server performance and frequently alter the servers I use to get a noticeable improvement in web performance. I wrote an article about the tool I use if you want to learn more about it.

Thanks for letting me know all worked out ok. It's why I always strive to leave a way back to the starting point regardless of what settings I recommend be changed to see if a problem can be resolved :)

Regards, Andrew
Basem KhawajaClinical Pharmacist

Author

Commented:
Thank you for all of your help everyone.

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