Logos not showing in sequences sent via Outlook Extension

[Jenny26]

Hi everyone,

We use the HubSpot Outlook extension on Windows PC's. When we use the extension to enroll a contact in a sequence, the logos in our signature do not display (we see the broken image graphic) in the sequence emails sent. Any ideas on a fix? 

Thank you,

Jenny

[PamCotton]

Hello @Jenny26 , is this only happening when sending via sequences or outside of HubSpot too? I was able to find this article with more information about the image issues with Outlook. 

Are you able to provide us a screenshot of how is showing on your end?  The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Thank you,

Pam

[Jenny26]

Hi @PamCotton, thank you for your reply. No - it only happens when sending from within Outlook using the HubSpot Outlook plugin. When we send a sequence email from within Outlook, the logo links in the signature are sent as broken - so, when the email is received they are broken as well. If we send a sequence email from within HubSpot all is fine; it's an Outlook issue.

We heard from HubSpot tech support last night. According to them,  it looks like Outlook changes the image link when the signature is inserted into the sequence by the plugin - this breaks the image link. Our Outlook companywide is set to link to the images in the signature html rather than embed. Tech support sent us this site as a resource: https://www.msoutlook.info/question/72? 

Unless we want to edit our registry (per the article linked above), it's not really fixable.

Thank you again for your reply!

[PamCotton]

Hello @Jenny26, thank you so much for the update and for letting us know what support's next steps were on this case.

Kindly,

Pam