Images disappearing on published articles

Maura · ‎06-14-2022

We've been having an issue recently where an article with images will be published and then we'll get feedback that the images are missing and when I go back to the article it's the alt text visibile. Is there something I should be doing to make sure this doesn't happen? These are longer articles with lots of images, could that be a factor?

TristelleKervel · ‎06-15-2022

Hi Maura,

In my experience there are two main causes for this issue:

The image was copied from an article that was subsequently retired (hence the image is no longer available according to ServiceNow) which is roughly what Andreas Allen explains in his reply above.
The link to the image is corrupted because a "/" was automatically added at the beginning of the path.

Example: "<img src="/sys_attachment.do?..."
Correct syntax: "<img src="sys_attachment.do?..."

The best way to avoid this kind of issue is to import the image into the article instead of copy/pasting it. But if you really prefer copy/pasting, make sure you're not copying directly from another article, and check your source code as I explained above.

Not saying this will fix your problem as our knowledge base may be set up differently from yours, but I guess it's worth a try :).

Hope this helps

View solution in original post

Maura · ‎06-23-2022

Thanks so much! I'm thinking this is the correct answer:

The link to the image is corrupted because a "/" was automatically added at the beginning of the path.

- Example: "<img title="/src="sys_attachment.do?..."
- Correct syntax: "<img src="sys_attachment.do?..."

But had it happen several times in a week and now it hasn't happened again so I haven't had the chance to double check.

Shawn34 · ‎06-17-2022

We have ran into the disappearing image problem with several teams. The simplest fix is to actually drag and drop the image like an attachment. It also allows you to use the alt text for 509 compliance.

srujankk · ‎08-09-2024

@TristelleKervelIn my case images are not visible for one user in the portal, but others can able to see the images.
Those images are having in the kb article body, please let me know what could be the reason.
Thank you.

Pam Calvey · ‎08-12-2024

Is the image encrypted? We have found that non-itil access viewers cannot see encrypted images. This is new since Vancouver.

Paul Ciarfella · ‎02-21-2025

I had this happen also. I copied a knowledge article from an internal KB to an end user KB. The article text copied ok, but the images are still associated with the internal KB that end users do not have access to.

The solution was to export the images from the internal article and then import them into the end user article.