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AdrianPopovici-7348 avatar image
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AdrianPopovici-7348 asked ChristyZhang-MSFT commented

Outlook Desktop (365) does not display all pictures in some emails

Hi all,

I am going slowly insane because of this issue, as I cannot find the cause (and a solution).
Issue: in some emails (digests) received from our Jira server, some images are not displayed, but some are.
- If I check the email from OWA, all images are shown.
- If I try to forward or reply to that email, more images are shown while editing (but not all of them), but only while in the edit mode.

Already tried with Outlook in safe mode, allowing all images to be downloaded without prompt... pretty much I tried everything I found in the first page of google results.
If I check the source code for the email and try to access the remote images from a browser, even those that are not shown in the email load successfully. And OWA shows everything ok, so it seems to be something related to Outlook desktop (Microsoft® Outlook® for Microsoft 365 MSO (Version 2110 Build 16.0.14527.20168) 64-bit ).
This is how it looks in Outlook desktop:
143865-image.png


And this is how it looks in OWA:
143891-image.png

And this is how it looks when I forward or reply to the email:
143884-image.png

And this happens to multiple users.

Any idea on what could I do?

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1 Answer

ChristyZhang-MSFT avatar image
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ChristyZhang-MSFT answered ChristyZhang-MSFT commented

Hi @AdrianPopovici-7348 ,

Welcome to our forum!

And this happens to multiple users.

Do you mean that pictures that can't be displayed in everyone's email are the same? Or the random pictures can't be displayed?

And I noticed that the issue occurs on some emails (digests) received from our Jira server. It's suggested that you could do the test on other emails containing the pictures with URLs and check if they can be displayed on Outlook client.
If the pictures with URLs of other emails can be displayed successfully, it seems that the issue is more related to the email itself.

In addition, to further confirm that the issue is related to the outlook client, please try to log in to your account on another mail client(such as Mail) and check whether these pictures can be displayed normally.

If you have any further updates on this issue, please feel free to post back.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
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Hi @AdrianPopovici-7348 ,

I am writing to see how everything is going on with this thread. Should you need more help on this, you can feel free to post back.

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Hi @ChristyZhang-MSFT,

Had a very long response prepared, as I've tested the built-in Windows 10 Mail client, and there some more pictures visible than in Outlook, and that on Outlook on Android all images are visible.

But then as you also mentioned you also encountered similar issues with your Jira server and I followed up with one of our Jira admins... and the issues seems to be stemming from one of the mail templates used by the EMQ plugin, templated used only for some mail queues / Jira projects, not for all...

So yeah, since modifying that mail queue to use the templates used on other queues where this behavior was not observed, the Outlook desktop app seems to be showing all the images in these EMQ digests. I am still waiting for confirmation from some of the users that complain about this behavior, but I presume in this case there was no issue with Outlook 365.

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Hi @AdrianPopovici-7348 ,

Thanks for your reply!

But then as you also mentioned you also encountered similar issues with your Jira server

Sorry for my wrong wording! I originally wanted to repeat your question, and I meant your server, not mine.

According to your description, it seems that the problem is related to the EMQ plug-in you are using. If you encounter problems related to Outlook client, please post here. Of course, if your problem has been solved, welcome to share here!

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