Images breaking in Knowledge Articles

[Uncle Rob]

Over the weekend we noticed that a bunch of screenshots in a knowledge article broke. We assumed something strange had happened during the image upload, so we deleted the images and started over. For the first couple of views, it worked fine, but they quickly broke again.

When viewing the URL of a broken image, it was entirely different from normal image url. It contained all kinds of garbage "span" code.

The only similarity between the three images is that they all contained the word "bookmark". On a whim we decided to rename each of the images without the text "bookmark" and re-upload. Now all the images are working fine.

So I know there's at least one "reserved word" I shouldn't use when uploading pictures for use in KB articles. Are there any more I should look out for? Or should I avoid naming pictures with words at all?

[haldroid]

We are seeing lots of broken image links in knowledge articles after upgrade to Eureka and a failed sys_user_token cleanup job.

[Tom Alday]

After the Eureka update I noticed that images with a capital PNG (ex image.PNGx) broke in the KB. I had to go into the images database, change the name to a lowercase png, then go into the source of each affected article and change the embedded code to lowercase png.

Huge pain.

[haldroid]

Tom, thank you for the added info. Agree, it seems Eureka has a problem with PNGx extensions (and possibly JPGx as well) that were working before. I've been in touch with ServiceNow about it. Waiting for further word from ServiceNow. Will post resolution here when we have one.

[haldroid]

According to SN support, the problem with broken .PNGx and .JPGx image links is "a regression with Eureka Patch 2", not seen with earlier or later releases. The problem was initially reported with files having extension .ZIP rather than .zip under SN PRB603028.

I'm looking into options to fix the problem: a) upgrade to Eureka Patch 3 Hotfix 1, or b) run a couple renaming background scripts.