Icons in Outlook WebAccess in Office 365 not rendering

Question

Good afternoon,

We have recently received reports of people connecting to webmail and when it opens, the icons for Mail, Calendar, Contacts don't render correctly. Neither do your email actions such as Reply, reply to All. Settings icon is not rendering. they just show as a blank rectangle. There is a screenshot attached for reference. We have only had a few reports, but are curious if anyone might have insight as to what might be the issue. Had another use check and she did not have the issue, so there does not seem to be common thread.

Thank You

Answer 1

Hi @Dougherty, Brian E ,

Welcome to our forum!

According to your description, i notice that the issue occurs with some users instead of all users and the problem doesn't happen all the time. Based on my research on OWA with Microsoft 365 account, each icon is displayed successfully, which didn't reproduce your issue. In order to further confirm the issue, please try the below troubleshooting steps:

1. Check if there are any differences in the configuration of the computer of the user who has the problem and the user who does not have the problem.
2. Considering the impact of the browser, what browser are you using? It's suggested that you could change to another browser and log in to OWA to check if there're any differences.

In addition, i notice that you tried to add the screenshot but it seems that it's not uploaded successfully. Please re-added it for our better research. (In order to avoid privacy leakage, please remember to hide your personal information.)

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Answer 2

Thank you for the response. I will upload the screenshot again. As far as I am aware, there is no difference in the workstations. Standard Windows 10 machines. This happens in any browser, have tested with Chrome, Edge and FireFox. I had a couple of people test aside from the person having the issue and they did not have any problems. I have full access to the person's mailbox, when I open webmail on my machine, for my mailbox i see the icons, but when I Open Another Mailbox and connect to hers, the icons are not there. Again, it is sporadic and seems to follow her account.

Thank You

WebMailiCons.png

Answer 3

Hello ,

Actually I have the exact same issue for 2 weeks now . This behaviour occurs on both Edge and Chrome , but it's OK on Firefox. Though I should not really use Firefox on my business laptop .

Of course I contacted at first my company IT service but they are not able to find a way to fix it. It seems to be a patch that still need to be deployed (apparently).

I also can tell than last week , the icons came back for 1 day but now they're gone again.

And in 2 weeks I had time to restart my computer many times, updating new browsers versions several time, cleared my cache, cookies, history, .... nothing changed much.

And I dont have any header called "header "External images" in my Outlook settings -> General -> Privacy and data. So I am also confused and looking for an answer.

Regards