Images not appearing in Gmail

[IsabelleChi]

In the Litmus testing for all the google apps, there are random images missing. However, when I send a test email to my gmail accounts, it's not an issue. 

Is this a problem in hubspot preview? or is there something else happening? How can this be fixed?

Thanks!

[BérangèreL]

Hi @IsabelleChi,

Thanks a lot for asking the Community!

I am sorry to hear that you are having images missing on Gmail from the preview in Litmus.

I understand that this behavior (of the images not showing) only happens in the Litmus tool? Or does this happen also when you send a test email from HubSpot?

To make sure that there is no issue on the email in HubSpot, can you please clone the email and send the cloned email only to one contact (you can create a contact with your own email address) and check in Gmail how the actual sent email is displaying?

If after sending the email to the test contact you still see images missing when opening the email on Gmail, can you please check:

- Does this happen in other mail providers?
- Are all the images missing or only some?
- Which image link did you use? Are those link local or public links?
- Can you reproduce this behavior on other emails or only this particular one?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist. You can check this post for this: "How to ask a great question".

I'd like to ask @EParzek, are you still using Litmus tool to preview your emails? If yes, are you seeing the same behavior as @IsabelleChi, please? 

I also wanted to invite a couple of subject matter experts to this conversation: Hi @Jerdaine_digita, @danmoyle and @Franci do you have suggestions to help @IsabelleChi, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much ❤️ and have a wonderful day!

Best,
Bérangère

[danmoyle · Accepted solution]

Thanks for the tag @BérangèreL. That sounds like a frustrating scenario @IsabelleChi.  I have not personally experienced this when testing emails. I wonder if it's something Litmus could weigh in on, since that's the simulator being used in HubSpot. Or if you could try Litmus itself (it looks like there's a free version on their website) to see if it's being duplicated there or just in your HubSpot portal. 

Sorry I don't have an answer that solves it - it seems like an anomaly to me. 

[IsabelleChi]

Hi, @BérangèreL 

Thank you for your response.

The issue with missing email images seems to be isolated to the Litmus tool.

Interestingly, in the test emails sent to my Gmail account, images do appear. However, what's unusual is that different images are reported missing each time. For instance, upon retesting the same email, Gmail displays different missing images.

Please note, these examples feature an old email design tested in August 2023, where no missing images were initially observed.

Here are the screenshots illustrating the sequence:

A: The initial email test displays all images correctly.

B: A test conducted seconds later shows one missing image while the others remain intact.

C: Subsequently retested seconds later, the previously missing image from B appears correctly, yet another image is reported missing this time. The remaining images in the email are unaffected.

Thank you for your help with this.