Image Displays as Red X on Email/Marketing Templates

This behavior occurs because of the New Block images and other external content in HTML email security option. This option helps you avoid viewing potentially offensive material, enables you to decide which images that you want to download, and helps reduce the junk email messages that you receive.

Below are the major causes of the problem:

• Image Location. In templates with HTML, images are not actually in the HTML text but rather they are stored as separate files that are referenced in the HTML. Red x happens when the picture/ image can't be located. Remember that recipients are mostly external people so if you saved the image locally in your computer, this cannot be accessed.
  
  Steps to resolve:

     1. Identify the image that you want to be included in the template. Make sure that the said image is saved in NetSuite File Cabinet.

     2. If the Image is not yet in the file Cabinet, upload it. 

          a. Navigate to Documents > Files > Images (*or any folder)

          b. Click Add File.

          c. Locate the File, then click Open.

          d. Edit the file.

          e. Check Available without Login.

          f. Click Save.

• Email display. Some emails have introduced a security feature whereby all remote images from untrusted addresses are displayed as red X's by default. In order to view the images you must either add that sender to your safe sender's list, or right click on one of the red X placeholders and specifically tell Outlook to download and display the images.
  
  Most email programs that display HTML email actually use a browser such as Internet Explorer to do so. That implies that any settings you've made to your browser will also impact your HTML email. Some email programs may understand HTML email, but not the referenced images as hidden attachments.
  
  Steps to resolve:
  
       1. Open to Internet Explorer.
       
       2. Click Tools > Internet Options.
       
       3. Click Advanced tab.
       
       4. In the Multimedia section, check the Show Pictures.
       
       5. Click Apply.
       
       6. Click OK.
  

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• Temporary Internet files. Email programs must save embedded images to disk in order to display them. If there's not enough room or some other problem, then that may fail and the images not appear.
  
  Clearing your temporary Internet files creates more space on your hard disk. If your hard disk is close to being full, this could affect your ability to view pictures in the messages.
  
  Steps to resolve:  
  
       1. Open to Internet Explorer.
       
       2. Click Tools > Internet Options.
       
       3. In the Browsing History section, click Delete.
       
       4. Check Temporary Internet Files.
       
       5. Click Delete.
       
       6. Click OK.

 

• Recipients Email settings/ Email format conversion. Email or Marketing templates created in NetSuite are in HTML format. If an HTML email is sent to someone who's email isn't set up to handle HTML email, they may see a Plain Text version, or they may see raw HTML formatting codes sprinkled throughout the message. These recipients can only view images if sent as attachment.
  
  Since recipients are the ones who can control this, for them to resolve, advise user to consult their IT Administrator if their Email settings can view HTML emails and it depends on their decision if they want to change it to stop the problem.
  
  Some recipients have Email security settings/ Spam filters. The red x happens when an image in the template satisfied one of the spam filtering criteria of the recipient.
  
  To resolve this, make sure that a third-party Internet security, firewall, or cookie-blocking program is not causing the problem. Ask the Network's Admin assistance
  
  If the HTML file that contains all the texts and images, view the file then click View > Source code > copy all Source codes > paste in in the template in NetSuite. Make sure that all URLs of the images in the HTML are saved in NetSuite and Available without login is checked.
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• Image Format. Considering the fact that the image file is a valid JPG, BMP, GIF or PNG file, not corrupted and can be displayed on the user's computer, it is best to check what color format the file is using. If the image has a color model of CMYK, which is common among images used for printing, your browser will commonly not be able to display it.
  
  Internet Explorer, Firefox, Chrome as well as other browsers do not support CMYK images by default. To resolve this, the image can be edited on any image editing program like MS Paint (Windows) to re-save the image from a CMYK to RGB format.
  
  MS Paint by default only saves to RGB so there are no additional steps that need to be done, other image editing programs like The Gimp (Open Source/Free/Linux/*Nix/Windows/Mac) and Adobe Photoshop (Proprietary/Windows/Mac) will present you an option to change the color model from CMYK to RGB on their respective menu.
  
• URL used for images uploaded in NetSuite's File Cabinet. When creating Templates in NetSuite, user should use https://system.netsuite.com to ensure that the images will render even if it is sent to a secured network.