Troubleshooting with images

Images are a fundamental part of almost every campaign. It is important that they behave correctly and do not cause problems with deliverability or readability. Therefore, in this support article we present you some problems that can arise from the use of images and how to solve them.

LOADING PROBLEMS

• The image could not be uploaded on the platform because it exceeds the maximum weight: In order to upload any file, either .JPG, .PNG, .GIF or animated GIF, it is necessary that it does not exceed 200kb. If an image you want to upload exceeds this weight, we recommend that you use an image editor to reduce the size of the image.
• The title of the image contains special characters: We recommend you to add an easily identifiable and simple name to the files. Avoid strange characters or unnecessary spaces, this way you will ensure that it loads correctly and you will avoid display problems in some email clients.
• Try to enter the full URL address: If you use a URL to upload an image make sure the address is complete and don't forget the file extension.
• After modifying an image I still see it as before: If after adding an image and checking how it is displayed you decide to edit it to make some modification, it is possible that, if you reload the file with the same name, despite having edited it, you will still see it as before due to the browser cache. To solve this, we recommend you yo upload the modified file with a different name to the previous one.

DISPLAY PROBLEMS

• Images are blocked by the email client: It is common for some email clients to block the content (especially images) of emails received by subscribers. In this case it will be necessary for the subscriber to check the option "show images".
• The images are blocked by the antivirus: Some spam or antivirus filters block the pop-up window that allows the content to be downloaded. In this case, subscribers will have to add your domain to the antivirus as a trusted domain to allow them to download.
• The images I have added to a text block do not display correctly: If you want to insert an image in a text block you have to take into account that it may not be responsive when viewed on a mobile or tablet device. To avoid this, always try to add images using an image block to ensure that they are displayed correctly.
• There are images that are blurred on some devices: There is a possibility that some images may be blurred on some devices, this is because these devices have a retina display. Retina displays use a higher percentage of pixels per inch, so small images may look slightly blurrier on devices with retina displays.
• The colours of the image look different: For web display an optimised RGB colour scheme should be used, which allows for the correct digital display of images. For printing, a CMYK format is used. Make sure that your image is saved in RGB format if you want it to be displayed correctly. If not, use an image editor to convert it to RGB format.
• Image orientation varies depending on the email client where it is displayed: It is uncommon, but when sending a campaign and checking it in different email clients, it may happen that some images are in a different orientation to the one programmed. This is due to the exif data or metadata. Some smartphones add this data to the images taken with the built-in camera. The exif data indicates the position of the camera at the time the picture was taken and causes the image to be displayed in its original position. Depending on the browser or email client, it may respect this metadata to display the campaigns you send. To prevent the orientation of the images from being modified without your control, you should remove the exif data by editing the details of the image itself by accessing its Properties from your computer's file explorer. However, please note that this is unlikely to happen, as mobile images are rarely added to commercial campaigns.
• Some of my campaign images have disappeared: You may have noticed after a while that your campaign images have disappeared and you can no longer view them correctly. This is probably because you have moved or deleted files from their original location. It is very important that you do not move the images to another folder or change the name of the files or folder names you have in the file manager. If you change the name, their position or even if you delete them, the newsletter will not find the path and will not be able to display the images. It is important that from the beginning you are clear about the organisation of your folders in the file manager so that you don't have to make changes in the future.

You must take into account that the Acrelia News editor does not modify the colour, orientation, quality or size of the images. Whenever there is a problem in the visualisation of the images, it may be due to one of the cases we have presented here.