Hi there,
We are based in New Zealand and in June our Hubspot account data was automatically migrated from US to AU. We are now having issues with broken images in emails. Has anyone else had this issue, and how did you resolve it? Hubspot have not been successful at solving this for us yet and it’s been weeks, so keen to solve!
Cheers!
Hi @HubspotUserNZ and welcome, it’s a pleasure to have you here!
Thanks for reaching out to the HubSpot Community!
I am sorry to hear about the issue with the images on emails while migrating. While checking for you, I have not seen yet another similar post.
For information on the topic, here are some resources that might be of interest:
- Migrate your account data to another regional data center
- Migrate your account data to another regional data center | Frequently Asked Questions
Also, I’d love to put you in touch with our Top Experts: Hi @johnelmer, @Mike_Eastwood, @TomM2, @Phil_Vallender and @CarolinaDeMares do you have any suggestions to help @HubspotUserNZ, please?
I would recommend continuing to work with HubSpot Technical Support, as Support is included in your subscription and they will be able to find a solution for you.
Have a lovely day and thanks so much for your help!
Bérangère
Hey @HubspotUserNZ As someone who has done a lot of data center migrations I have only ever come across this issue once, and that was because there were website pages which had a hardcoded URL in the content. So instead of inserting an image into the body using the “insert > image” in the HubSpot rich text editor, the exact url was placed into the rich text body.
The easiest fix for this would be to click into your email body and choose advanced > source code. Then find the url for the images and replace the url with your aus url.
So it would be something like https://PORTALID.fs1.hubspotusercontent.net/…
Your new one should be something like:
https://PORTALID.fs1.hubspotusercontent-au1.net/…
The best way to find what it is now would be to go into your file manager, look for an image and check the url for it.
Hi Tom,
Thanks for your suggestion. All the image URLs have been updated and when I view the URL itself of the image I can see it. It’s just when it’s put into emails that it’s telling me that it can’t be displayed as it may have been moved, renamed or deleted. So odd.
Hi. We are a company in NZ and HubSpot initiated and led a migration process from the US to Australia. This was actioned in July. All of our CTAs have now broken and I have had to organise an external supplier to fix it which will take 2 days. None of our users can download any resources. OUR BUSINESS IS BUILT ON USERS BEING ABLE TO DOWNLOAD USERS SO THIS IS A BUSINESS CRITICAL ISSUE. I am now working with a HubSpot CSM in Singapore which is strange as I would have thought I would be dealing with someone in Australia if the account was migrated to this country. I did not ask for the migration and was informed by HubSpot communciations (6 x emails) that we were to take no action and HubSpot was managing the entire migration process. I am waiting for a conclusion from HubSpot regarding the payment that they will now need to pay for in regards to fixing our website due to all of the CTA URLs being broken.
Hi there, I’m sorry to hear that you’re encountering the same issue. Are you able to share the name of the company you’ve reached out to? It seems that we may need to take similar steps, as we have not yet received a resolution and have been in daily contact with HubSpot support since migration. This matter requires urgent attention, and it’s concerning that HubSpot has not addressed the issue promptly.
Hi. I have had to get our external agency to fix all of the URLs. HubSpot have just passed our issue around their whole team and I wasn’t getting anywhere with it so I had to action our external agency to fix it which will take 2-2.5 days. It’s a massive error by HubSpot and I am requesting compensation from them as it was their decision to migrate - I did not ask for it to be done. Have you got an agency? If not I can pass on details of our one. They are really good with website back-end work.
I’d really appreciate if you could share your agency’s details with me, thank you! Good luck with requesting compensation..
Richard can help you. I have let him know. All the best 
Thank you so much. I hope your issues are resolved promptly too!
Hi @SDavidson61,
I’m sorry to hear about your experience regarding the migration.
I would like to apologize for the frustration, data issues, and business impact this has caused.
I have also shared it internally for more visibility on this.
Thanks also for sharing the name of the agency that helped you!
Best,
Bérangère
Just replying to this with what worked for us so anyone else experiencing this issue can resolve it themselves. We were connecting our domain to HubSpot via reverse proxy. When migration occurered, something happened which made this connection fail and images from marketing emails disapear. Connecting our domain directly to HubSpot has resolved this issue.