Images disappearing on published articles

[Maura]

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?

[Allen Andreas]

Hi,

You'd want to double-check that those images are still in your instance. If someone has cleared out attachments/images, then it can affect your catalog item. You'd want to take one of these and see if you can find out if it was removed from the system or not and then find out who may be doing that/why.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hi,

I just wanted to check-in on this and see how you're doing.

The main idea with my reply above is to check and see if the attachment/image is still in your instance and if not, you'd need to reattach it.

Adding it directly to the body of the article or as an attachment, is still the concept of ensuring it's still in your instance and wasn't removed/delete.

I believe this should help resolve your issue 🙂

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Maura]

Thanks so much for the information! These were new images pulled in specifically for this article. I tend to always bring the images in as attachments since it works better for the way our articles are created.

[TristelleKervel · Accepted solution]

Hi Maura,

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

1. 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.
   
   
2. 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