KB Article not displaying correctly in Service Portal (New York)

[Community Alums]

Hi Community,

We're experiencing an issue with a knowledge article not displaying correctly in the Service Portal.  The article was not created by a template so I believe KB0692733 does not apply.  

The KB article appears to be offset and information appears missing.  There are 5 steps with screenshots that appear when viewed in the native GUI but the information is cut off after Step 2 in the portal.

Any ideas?

[Allen Andreas]

Hello,

Can you share an example/screenshot?

Please mark reply as Helpful, if applicable. Thanks!

[Community Alums · Accepted solution]

I received the following feedback from HI:

After further investigation, we found that the KB article provided was created in the wrong way. I have seen that the images that you have attached to the KB article are done twice, which means you have inserted/pasted the image into the article body, and also you have attached the same image with the attachment icon. ( you can verify the same by clicking on manage attachments )

I have verified by creating a new article in your instance by attaching an image from the attachment icon or insert icon and it is working fine in the portal.  To fix the issue, please insert the image from the insert icon or attachment icon and test the behavior.

[Allen Andreas]

Glad you got it resolved. Unfortunately, you never replied back with more information (screenshots, etc.), but glad you got it resolved.

Take care!

[Community Alums]

Sorry Allen.

I appreciate your offer to help.  I totally lost track of this one until I saw it on my profile and realized that HI provided a solution.

Thanks again!