email signature image disappeared

[DCristino]

Hi!

I’ve been using the same email signature for 2 years maybe and 2 weeks ago the photo has just disappeared, it has only a rectangle. i tried to make it again in hubspot but didn’t result. Any clue?

Also my colleagues happened the same. The images are stored in OneDrive.

Thank you

[Berangere]

Hi @DCristino and welcome to the Community!
We are thrilled to have you join us!
Thank you for asking the Community!
I’d like to ask clarifying questions, please:
1. Has the name of the file or the link of the file been updated in OneDrive?
2. Is the image still in public sharing mode?
3. When you tried to add the signature in HubSpot again, did you get an error message? If yes, which one?
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I also wanted to invite a couple of subject matter experts to this conversation: Hi @LouiseHare, @FCorbaci and @Mike_Eastwood do you have suggestions to help @DCristino, please?
If anybody else has anything to add and/or share, please feel free to join in the conversation
Thanks so much and have a great weekend!
Best,
Bérangère

[DCristino]

Hello,

Maybe this is the problem. Hubspot’s file manager is not a free tool, right? I’m not finding it in my account.

[Lucila-Andimol]

I belive its a free tool

You check more info here

You can find it in HubSpot’s menu Library > Files

hope this helps

[DCristino]

Hello. I don’t have the menu Library > Files. shall it be documents?

[RSchweighart]

Hi @DCristino, you’ll need to have an admin grant you access to the files portion of your HubSpot portal. Files is free within HubSpot.

All the Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.

[DCristino]

Hello Ryan,

Thank you, i’ve checked and i’m a super admin, so i should be able to see the files menu. can you show me the steps to access Files?

Thank you!

[RSchweighart]

Hi Doriana,

Do you have a banner at the top of your account indicating any tools were suspended? Files should be in the Library submenu you screenshot.

Account suspension | Frequently Asked Questions

This may be a question for HubSpot support as to why you do not have access to the files portion of HubSpot. Here’s how to reach out to them.

[Lucila-Andimol]

Hi @DCristino

this problem generally arises when the image is removed or moved from the Onedrive /Drive/Dropbox directory

or when security permissions are changed or updated and tightened and you cannot longer access to the image externally. This is very probable specially if you say that everyone in the team experienced the same issue.

You can try updating the photo again, take the public URL of the photo

and replace the link in the HTML of your signature.

Hope this helps

[DCristino]

The thing is, we have the profile photo and the logo, both on the same folder in One Drive. the profile photo disappeared but the logo appears normal.