Images not displayed after Campaign update | Community
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DominikLackovic
Level 2
Jul 26, 2018 1:42 PM UTC
Solved

Images not displayed after Campaign update

Our Adobe Campaign worked without issues until recent update. Now landing pages cannot fetch header image. When I upload new header image to brand, system doesn't save them. Only thing that is working correctly is newsletter delivery item because it uses image from AEM instance. Every image in Campaign instance in unreachable. Any ideas?

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kuthiala_ananya
kuthiala_ananyaAccepted solution
Employee
Jul 27, 2018 8:23 AM UTC

Hi dominikl66817691​

The link for support portal is https://support.neolane.net/ . You would only be able to raise a ticket if you are listed as a supported user for your company. Incase you are not then you can request a colleague of yours to raise an ticket with all relative information.

I Hope this helps !!!

Regards,

Ananya Kuthiala

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11 replies

marjoriej497634
New Participant
Jul 27, 2018 8:26 PM UTC

Same issues here. Our images may or may not load after importing them, then 10 minutes later the ones that didn't load are showing up and another one that seemed to load fine is now broken.  We're working with support but haven't made any progress.

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El_Loco
El_Loco
Level 5
Jul 27, 2018 2:59 PM UTC

We have also been having big problems with us.

While in the main is seems to be fixed, we are still experiencing issues with images intermittently breaking, and thumbnails not displaying.

We are also having problems using the default editor in certain emails as it doesn't always accept or allow you to save your changes.

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nicolais5628580
Level 2
Jul 27, 2018 11:12 AM UTC

Already did, thanks for reaching out!

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DominikLackovicAuthor
Level 2
Jul 27, 2018 11:03 AM UTC

Support resolved our problem. Contact them

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kuthiala_ananya
kuthiala_ananya
Employee
Jul 27, 2018 8:35 AM UTC

Hi nicolais56285807​

Most likely yes. Please reach out to our support to get this fixed

Regards,

Ananya Kuthiala

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    nicolais5628580
    Level 2
    Jul 27, 2018 8:33 AM UTC

    We are facing the same issue with both our stage and production instance, so I'm guessing this might really have something to do with the update.

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    kuthiala_ananya
    kuthiala_ananyaAccepted solution
    Employee
    Jul 27, 2018 8:23 AM UTC

    Hi dominikl66817691​

    The link for support portal is https://support.neolane.net/ . You would only be able to raise a ticket if you are listed as a supported user for your company. Incase you are not then you can request a colleague of yours to raise an ticket with all relative information.

    I Hope this helps !!!

    Regards,

    Ananya Kuthiala

    Translate
    DominikLackovicAuthor
    Level 2
    Jul 27, 2018 6:49 AM UTC

    You are correct. When I try to open URL directly, I get this error message:

    WEB-530009 Access denied.

    Can you tell me where exactly can I raise a support ticket?

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      kuthiala_ananya
      kuthiala_ananya
      Employee
      Jul 26, 2018 2:19 PM UTC

      Hi dominikl66817691​

      In order to verify if this is related to server configuration, Could you view the source of the delivery and then try to open the image url directly in a browser like Chrome and if it shows error message like "Access Denied" then you would need to raise a support ticket on our support portal so our team can liaise with Infrastructure team to get that rectified.

      Regards,

      Ananya Kuthiala

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      DominikLackovicAuthor
      Level 2
      Jul 26, 2018 2:12 PM UTC

      Everything else is the same. No preview. There is no error message, just this default thumbnail.

      In Brands, system doesn't save uploaded image and it always looks like this:

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