There have been several times where images disappear from articles. They look like this:
They are not even saved in the Images section in Guide, so I have to go find the image on my computer again, or in some cases re-do a screenshot.
Any idea why this is happening? Is there a way to prevent this?
Hello @Audrey Moore,
This is a common issue that customers experience with images in articles. You can see some details about why this might be happening as well as some workflows to fix it going forward in this article: Help Center image issues in articles and this article Inserting images in articles.
This article goes a bit more into detail on the code if that helps as well: Inline images in Guide articles display as broken across all browsers
I hope that helps!
I do everything correctly and it still happens. Completely random. I really think there's something else going on - gremlin!
Hello @JACQUELINE LEHR
I'm sorry to hear it! It definitely does sound like something else might be going on so what I am going to do is turn this issue into a private ticket so we can work on troubleshooting the details of your account with you directly!
You will see an email notifying you of the created ticket shortly, followed by one of our Customer Advocates reaching out to work on troubleshooting the issue with you.
Hopefully we can get to the bottom of this for you!
I'm having a similar issue where images disappear after four days. I'm using RoboHelp to publish the articles and everything looks fine. I've been checking every day and realized that on day four the images are gone. Is it possible that this has something to do with the way RoboHelp uses the API?
Hello Kevin,
you can do that via API, however we would not know how RoboHelp does that in its backend, so you would have to either check with RoboHelp Support or with whoever has connected RoboHelp with Zendesk Help Center.
The correct way would be first to push the images to the articles API.
Create Unassociated Attachment
It seems that you have that part in order.
What seems to be missing is the associating of attachments to a specific article.
Associate Attachments in Bulk to Article
If we only push the images to the article, without associating it with an article, it will disappear after a couple of days.
Hope that helps!
Thanks for the response. I discovered that RoboHelp wasn't processing the images correctly. They made some changes and, as of 2020.4, the issue is resolved.
Hello,
I appear to be having the same issue. Images that I uploaded are no longer visible, file names remain and they are removed from the image asset folder.
The images are small, under 100KB, well under the 20,000KB (20MB) cap mentioned here - https://support.zendesk.com/hc/en-us/articles/4408824620698.
Are there any known or documented causes that prompt this issue?
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Hello Kevin,
Please note that RoboHelp is a tool from Adobe and we unfortunately cannot troubleshoot it or guarantee how that tool works.
But it seems that RoboHelp is not correctly pushing the images into the Help Center, and that is why the images do not get authenticated and disappear after 3-4 days.
I would suggest that you add manually the images directly into Zendesk, and not using RoboHelp.
For more info:
Inline images in Guide articles display as broken across all browsers
Inserting images in articles